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Unable to login to MFD after changing Active Directory Login

Article # 3038225 - Page views: 117

Problem: 


After a user changes their Active Directory password, an attempt to login to an Equitrac Embedded client will not accept the new password, however the login still works if using their previous password

Solution: 

This can be caused if the Equitrac DCE Service that the MFD is connected to has gone into Cache Mode because it cannot communicate with the CAS server. There can be multiple causes for communication to not occur

Cause 1)
The CAS Service is not running

Resolution 1)
Ensure the CAS service has started and you are able to login with the Equitrac Web System Manager

Cause 2)
The appropriate Firewall Exceptions are not in place to ensure that the DCE can communicate with the CAS service

Resolution 2)
Ensure that the appropriate Firewall Exceptions are in place.

Cause 3)
The CAS service or the DCE service has not been properly enrolled with the Security Framework Service

Resolution 3)
Launch the Configuration Assistant and ensure that the CAS and DCE Service are both enrolled with Security Framework

Cause 4)
There is an issue with the Token Cache files for the CAS or DCE Service

Resolution 4)

Rebuild the Token Cache files for the CAS and DCE Service

  1. Stop the DCE Service and the CAS service
  2. Navigate to C:\Users\<Service Account>\AppData\Local\Equitrac\Equitrac Platform Component\EQDCESrv
  3. Rename the following files and folders:
    aa_token
    finder_cache
    v1-service.cache-p
  4. Navigate to C:\ProgramData\Equitrac\Equitrac Platform Component\EQCASSrv\ClientCommunicationsCache
  5. Rename the following files and folders:
    aa_token
    finder_cache
    v1-service.cache-p
  6. Restart the CAS and DCE Service

Applies to:  

Product Version
ControlSuite Equitrac 6.x

 

Article # 3038225