Online Help | Desktop App

Troubleshooting login issues

When you are trying to connect to Alloy Navigator Express, you may experience one of the following problems:

  • SQL connectivity issues - These errors are caused by connectivity issues between a user client computer and a SQL Server instance hosting a database.

  • Login failures - These errors occur if a user tries to log in to Alloy Navigator Express database with credentials that cannot be validated.

SQL connectivity issues

Alloy Navigator Express apps use the Database Access Key to access the Alloy Navigator Express database. This is a unique key generated automatically when you or another Alloy Navigator Express administrator creates or upgrades the database. A registered copy of this key must exist on each computer that requires access to the Alloy Navigator Express database, which means that the key must be distributed to all target computers. For details, see Database Access Key distribution.

The algorithm on how to resolve the majority of connectivity issues to SQL server is described in the SQL connectivity issues article.

Login failures

Here you can see the short list of common issues causing the login failures:

  • ClosedUser name or password is incorrect

    • Please check your user name and password and try again. Make sure that the CAPS LOCK key is turned off and check your keyboard layout.

    • Depending on the authentication type (Windows or Standard), Alloy Navigator Express expects different user input. Make sure that the technician provides the credentials properly. For details, see Log in failed.

    • If the technician has the account with Standard authentication and forgot the password, you can change the password from the Settings App. For details, see Changing password.

  • ClosedUser account does not exist

    If a technician attempts to log in to Alloy Navigator Express using the account that was recently deleted, the login fails. To resolve the issue, create a new account of the same type with the same credentials. For details, see Adding Alloy Navigator Express accounts.

  • ClosedUser account is disabled

    If a technician attempts to log in to Alloy Navigator Express using the account that was recently disabled, the connection fails. To resolve the issue, re-enable a technician account. For details, see Disabling or enabling user accounts.

  • ClosedPerson is inactive

    A technician associated with a retired or inactive Person is unable to access Alloy Navigator Express. To resolve the issue, activate the Person record (by performing Make Active workflow action). For details, see Marking Person records as inactive.