Logging error in DMM

Unanswered Question
Nov 12th, 2009

Hi all ,

I have a admin account for the DMM and when i need to create a play list for Digital Signage after it loading the flash plugin which is my work bench, it doesnt accept my username and password.

Error is something loke this

"Username and Password cannot be Authenticated"

I have this problem too.
0 votes
  • 1
  • 2
  • 3
  • 4
  • 5
Overall Rating: 0 (0 ratings)
Tomas De Leon Thu, 11/12/2009 - 06:55


I think you lost me on what you are exactly trying to do.

Some questions:

* On the DMM, what type of Authentication are you using?

Under the Administration Module -> Settings-> Authentication, Embedded or LDAP?

* Please provide DETAILED steps you performed to create the playlist and then where exactly did this error occur. At what point were you asked to provide credentials?

Sample Scenario of steps:

- HTTP to the DMM. At this time you should be required to enter you USERNAME & PASSWORD.

- After successfully logging in, You can access the Digital Signage Module (DSM) to start the process of creating a playlist.

- Go to DSM, access Media Library Tab and add media asset to Media library.

- Go to Digital Signage Tab, Create a Playlist for the media asset(s) that you just added.

- Go To the Digital Media Players Tab, select the appropriate DMP(s) and Select the Actions Drop Down Menu and select the newly created playlist and press GO...

Please provide the summary of steps like this that you performed and identify where you experienced your issues..



semuthu.cisco Thu, 11/12/2009 - 08:08

Hi ,

This is what is did .

steps :

- HTTP to the DMM and gave ma username and password

- then i added a media assset(Flash file)

- Then i moved to Dashboard to create a non video playlist using that flash.

- At that moment is ask for authentication again but is doesn't accept my username and password.


"Username password not authenticated"

Tomas De Leon Thu, 11/12/2009 - 08:18

Ok, so the issue is logging into the Digital Media Designer(DMD)

A couple of things:

- did you try logging into the DMD using the "superuser" credentials to see if that works for you.

- also, what is the "username" that you are trying to use?

go to the DMM->DSM->Settings Tab and look for the "username" that you are trying to use. Look at that specific user and verify that the user does indeed have "Administrator" rights.



semuthu.cisco Thu, 11/12/2009 - 08:27

Ya im logging using superuser and also i have administrative privileges as well

The thing is that i can log in to the DMM and cant access the DMD .

What is this error indicates ?

Tomas De Leon Thu, 11/12/2009 - 08:44

The error indicates that the DMD can not authenticate user or can not reach the DMM from the Host that you are trying this from.

* A couple of things. I am assuming you are running DMS 5.0 or 5.1. FQDN are required for these versions to communicate.

here are some tips when running into issues with DMD:



The common issue that we see is:

"I cannot access the DMD. I upgraded my DMM and now it doesn't work"

There can be various reasons why one may run into this issue, so we

need to Gather as much information as we can from Customer or the person

that is experiencing the issue.

Here are Some Questions & Actions to Try:

1. What is the version of the Digital Media Manager(DMM) Server experiencing Issues?

Has anything changed with DMM Server, Upgrade or New Install?

2. What Operating System(OS) is you Client Running?

3. What Browser & Version is the Client using (ie. MS IE 6\7, Firefox 2\3, Safari..)?

* Verify Browser versions against the DMS Compatibility Matrix.


4. What Version of JAVA is the Client running? If there are Multiple JAVA Versions Installed,

What is the PREFERRED JAVA version for Client?

* Verify JAVA by checking JAVA settings or Running a JAVA Checker Tool


5. What Type of Error is being seen if any?

6. Is the Problem being seen on Other Clients or Specific to this One Client or Select

Group Clients?

7. When did this issue Start? Has DMD ever worked on the DMM Server?


* Clear the Client's Browser Cache, Remove Security Certificates for the DMM Server, Remove the

Cookies for the DMM Server. After these actions have been performed, Restart the Browser and

Try Again.

* Try Using a Different Browser from the Problem Client. For Example, If you are using IE, Try

accessing DMD with FireFox Version 2.x (Not FireFox 3.x).

* Verify JAVA Version and Clear the JAVA CACHE and Try Again.


* Try accessing DMD from another Client Local & Remote to see if the problem is experienced on

other Clients.

* When the Errors occur, Please capture Print Screen Captures of the Errors for EACH Browser tried.


In the majority of the Cases the Issue occurs during the Web Launch of DMD from the


A Workaround Test to Try is to download the Authoring Tool application to his or her Client and

try to Run the Application LOCALLY & Natively (JAVA) instead of using JAVA Webstart.

How to run the Authoring Tool locally from Client


* Use FirefFox 2.x as browser

* Click on "Start Digital Media Designer and then download (Save to Disk)

the Authoring Tool.

* Change the file extension to " .jnlp " and launch JAVA Natively.

* If this does not work, please capture the screens with the errors also.

Trying the DIRECT JAVA approach and not webstart with Browser

will narrow issue down to JAVA. If JAVA fails then we have a JAVA issue or

a DMM Server Application issue to trouble.


If all Fails at this Point:

* Gather all of the information Above

* Provide a Complete Detailed Description of the Issue & Error.

* List the Steps Performed to recreate Error.

* List of the Troubleshooting Tips Attempted and the Results.

* Get a Backup of the Database from the Problem DMM Server

(Use the DMM AAI Interface)

* Get the Syslogs

(Use the DMM AAI Interface)

* Open a Case with Cisco TAC

semuthu.cisco Thu, 11/12/2009 - 22:03

Thanks tdeleon.

I changed the DMM server IP and after that this problem occurred.Is there any specific procedure to change the IP of the server ?



This Discussion