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Home > Success Center > Server & Application Monitor (SAM) > SAM Documentation > SAM 6.7 Administrator Guide > Troubleshooting SAM > Troubleshooting login issues issue in SAM

Troubleshooting login issues issue in SAM

Updated: 3-9-2017

When a user cannot log in into the Orion Web Console, find out what kind of account is used. This helps you locate the user in the Manage Accounts page in the Orion Web Console.

Requirements for users

  • The user is a member of a Security AD group. Distribution Groups are not supported
  • The SID for the member must not be blank. Blank SIDs are not supported.

Check out the account type used

  1. Start the Database Manager in the SolarWinds Orion > Advanced Features program folder.
  2. Add the Orion server, right-click it, and select New Query.
  3. Copy the following code into the query tab, and click Execute Query.

    SELECT accountid, accountType, groupinfo, grouppriority, accountSID

    From [dbo].[Accounts]

    order by accountType

Account types

  • AD Group Account
Account Type What account is it? Orion Web Console- Manage accounts tab
AccountType = 0 Built in Orion System Account
AccountType = 1 Standard Orion Web Account (Non AD Account) Individual Accounts
AccountType = 2 AD Account Individual Accounts
AccountType = 3
Groups tab
AccountType = 4 AD Group Account Member Not displayed in the Orion Web Console

Make sure the user account settings do not prevent the user to log in

  1. Log in to the Orion Web Console as an administrator.
  2. Click Settings > All Settings, and then click Manage Accounts.
  3. Locate the user (in Individual Accounts or Groups), select the account, and click Edit Properties.
  4. Make sure the user account is enabled, and that it is not expired.


  5. Verify limitations and views.


Group may have Account limitations even if single AD Account does not.

Make sure Windows automatic login is enabled for the Orion Web Console

  1. Log in to the Orion Web Console as an administrator.
  2. Click Settings > All Settings, and click Web Console Settings in the Product Specific Settings grouping.
  3. Make sure the Windows Account Login is enabled.


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