Troubleshooting login issues in BMC Helix Digital Workplace
This topic describes how to troubleshoot the BMC Helix Digital Workplace application login issue. While troubleshooting this issue, network logs and BMC Helix Digital Workplace logs in debug mode are useful.
You can capture network logs using the Fiddler web debugging tool . You can also capture network traffic using F12 (Developer tool) When Fiddler is not an option, you can capture traffic by pressing F12 for your browser's developer tools. See the BMC Communities knowledge article DOC-49220 for more information.
Issue symptoms
You might see one of the following symptoms:
- While logging in, the following error appears:
“Incorrect user name or password (1006)”
- While logging in with an administrator account, you receive a
#not_an_admin
error: - A Remedy application password is changed, and you cannot log in to BMC Helix Digital Workplace.
Diagnosing and reporting an issue
Action | Steps | Reference |
---|---|---|
Make sure that User Details Pluggable Provider parameter is enabled at the database level. |
| Check the BMC Helix Digital Workplace logs. You will see the following errors in it.
|
If BMC Helix Digital Workplace administrator user cannot access the admin URL and it is redirecting to |
| While checking the groups in the CTM:People form, make sure that the MyIT_Admin and MyIT_Super_Admin group names include the underscore. You cannot just rename group names on the Group and User form. Instead, you must use the following queries directly from the database:
After you make these changes, the user will be able to access to the BMC Helix Digital Workplace Admin console. |
If the Remedy application password is changed, review the dwp.log file. |
| For more more how to update Action Request System (AR System) server references, see the BMC Communities knowledge article DOC-118041 . |
Check the BMC Helix Digital Workplace application logs. |
|
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