Troubleshooting - Browser related issue
Q1: Getting “Authentication Failed” error when logging in from a remote desktop
Description
The customer was creating a new environment with Prolaborate 4.2.1. They were able to access the environment on the server machine without any problems but they were getting “Authentication Failed” error while trying to access from a remote desktop.
Troubleshooting
There is a three possible reasons for this error as listed below:
1. Using a bookmarked link to access Prolaborate.
2. OIDC Update
3. Incorrect time in Server or Client machine.
Using a bookmarked link to access Prolaborate - The Authentication Failed error occurs when we try to access Prolaborate using a bookmarked URL. The Below screenshots show the results of using a bookmarked link.
Resolution1
The Issue will be resolved when we access Prolaborate using the exact URL.
OIDC Update
Step 1: Open the Prolaborate Management from the following path: “C:\Program Files (x86)\Prolaborate V4\ProlaborateManagement”
Step 2: In the Prolaborate Management application click “Manage Configuration” and then the “WebApp” tab.
Step 3: Enter the appropriate “Host” and “Port” details.
Step 4: Click save button and restart the Prolaborate service.
Step 5: Now enter the following URL in the browser http://<Domain/IPaddress>/Applications/Admin
Step 6: This URL opens the Edit Application page in Prolaborate.
Step 7: Update the fields with same details that are used in the Prolaborate Management.
Step 8: Click the save button. This automatically updates the OIDC table in the Prolaborate repository.
Step 9: Now access Prolaborate from a private tab (Incognito tab) to check if the issue persists.
Incorrect time in Server or Client machine
The Prolaborate Application URL validates the tokens for a few minutes, since there is a mismatch in time the tokens will expire before reaching the Server.
Due to this, the URL will expire and results in an “Authentication Failure”. The Screenshots of the Server and Client machine with different times is shown below,
Server Machine (Time - 18:58)
Client Machine (Time – 23:59)
Resolution2
Step 1: Set the correct date and time manually or select “Set time automatically” in the settings.
Step 2: Restart the machine.
Step 3: Login to the Prolaborate in a Private tab (Incognito tab) for the first time to check if the error persists.
Step 4: This will resolve the issue.
Reference
Ticket Id: PROL-20221103113553
Ticket link: https://prolaborate.sharepoint.com/:li:/s/ProlaborateSupportTeam/E27-xpSAPDFAhpgqm6REOZoBz49ICf_SssRlerA28QYKwg?e=HSlIh7
remote connection , contact administrator, authentication failed ,login errors
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