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In IPCC Express, only one user can log in while everyone else receives the "invalid password" error message

Core Issue

Incorrect permissions in the Active Directory (AD) can lead to Agent login problems.

Resolution

This can occur due to AD permission issues. Use this information in order to troubleshoot the issue:

  1. Check whether this issue affects only one agent or all agents.
    If only one agent is affected, had the agent logged on successfully before the problem occurred?

  2. Verify that the agent desktop operating system (OS) is Microsoft Windows 2000 or Windows XP.

  3. Make sure Caps Lock is not on when the agent enters the username or password.

  4. Test the username and password of a known good agent in an attempt to isolate the problem to a specific machine.

  5. Verify the agent username and password in Cisco CallManager. From your browser, access http ://CallMgrIP/ccmuser

    If the username and password are correct, continue to the next steps in order to help troubleshoot the problem more extensively.

  6. Try to map a drive from the Agent Desktop to the Desktop_cfg share directory on the CRS server, and verify that it is successful.

  7. Verify that it is possible to create a file from the Agent PC (read/write access) in the Desktop_cfg\Desktop\License folder on the CRS server.

    If failed, add the Everyone user to the permission list and test. The user must be able to write to the License Directory, and the Agent must then login.

  8. If this does not work, set the trace and gather logs for Cisco Technical Support to review.


Agent Desktop Trace Settings

If these steps do not resolve the problem, set the trace and gather logs for Cisco Technical Support to review.

In order to do this, set the trace level to 204 in this file:

C:\Program Files\Cisco\Desktop\config\fastcalllocal.iniSet the agent.dbg trace Size=30000000 (default is 300000):

[Program Log]
Path=..\log\agent.log
Size=300000
[Debug Log]
Path=..\log\agent.dbg
Size=30000000
Level=204

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