Users Unable to Log Into Momentus

If your internal Momentus Enterprise users are having problems logging into the system, there are some troubleshooting steps you can take to resolve the problem. To troubleshoot your users’ password problems, you first need to verify their authentication type. There are three standard authentication types available to Momentus Cloud customers:

  • Momentus (USI) – Authenticates against encrypted values in the Momentus database.
  • Single Sign-On (SSO) – Authenticates against users’ domain credentials. Example providers for Single Sign-On are Azure AD, Shibboleth and OKTA, but it’s possible that your organization uses a different provider.
  • AD USI (ADU) – Authenticates against encrypted values in an Active Directory database.

Users at your organization may use different authentication types. To verify your users' authentication type:

  1. Log into Momentus Enterprise.
  2. In the Main Menu, search for and select Users. The Users page opens.
  3. Configure the search for the following: 
    • Retire - Select No.
    • Access Level - Select Administrator and Internal.
  4. Click Search . Users matching the search criteria display.
  5. Show the Auth Configuration column. If this column has no value for all users, your organization uses Active Directory authentication for everyone. If this field have a value, your users’ authentication is defined per user. This field shows you which type of authentication is assigned to each user.
    • USI - Momentus
    • SSO - Single Sign-On
    • ADU - Active Directory

Once you know a user’s authentication type, you can troubleshoot the login issue. Click below for troubleshooting for each authentication type:

If you are unable to determine the authentication type for your organization, contact your regional Support Services team.

Troubleshoot Momentus Authentication

Momentus authentication authenticates users by password, checking against encrypted values within the database. This is the standard Momentus authentication type. Below is a list of troubleshooting suggestions if a user is having problems logging in and is using Momentus Enterprise authentication.

  • Verify the user is logging into the correct Momentus Enterprise URL (test vs. production for example). You have a unique URL for your database.
  • Verify the user is not locked. To do this:
    1. Log into Momentus Enterprise. 
    2. In the Main Menu, search for and select Users. The Users page opens.
    3. Show the Locked column. If the column shows Yes for the user, the user is locked. To unlock the user, proceed to the next step. If the column shows No for the user, the user is not locked, and you can proceed to the next troubleshooting option.
    4. Select the user.
    5. Right-click and select Edit. The Edit User screen opens.
    6. Uncheck the Locked check box. You may need to add this field to your screen layout if it is not available.
    7. Click OK.
  • Verify the user is configured correctly in Momentus Enterprise. Verify that:
    • The Logon ID and Email are correct.
    • The v30 Access check box is checked.
    • A role is assigned.
    • An organization is assigned.
    • The Auth Configuration field is set to Momentus.
    • The Retired checkbox is not checked.
  • Manually change the user's password and attempt to log in. If you can log in with the new password, the login is working. To manually change the password for a user:
    1. Log into Momentus Enterprise.
    2. In the Main Menu, search for and select Users. The Users page opens.
    3. Select the user.
    4. Right-click and select Tools > Change Password. The Change Password screen opens.
    5. Enter the new password.
    6. Click OK.
  • Verify the password meets the following minimum standards:
    • At least 7 characters
    • Case sensitive
    • Requires mixed case
    • Requires number
    • Requires symbol
  • Check the Audit Log for additional information. For example, find the Database Sign-In Failures for the user having problems. Does the entry include that the user is locked or that the logon ID is invalid? This information can help you determine what else you need to check.

If you review all of the above and the user is still unable to log into Momentus Enterprise, submit a ticket with the Support Services team.

Troubleshoot Single Sign-On Authentication

Single Sign-On (SSO) authentication authenticates against users’ domain credentials, which means users do not need to remember a separate set of credentials for Momentus Enterprise. Supported SSO Identity Providers (IDP) are:

  • Azure AD
  • OKTA
  • OneLogin
  • JumpCloud
  • ForgeRock
  • Shibboleth
  • F5

It is possible to use a different IDP but this does take additional troubleshooting and setup which could incur additional costs.

Below is a list of troubleshooting suggestions if a user is having problems logging in and is using Single Sign-On authentication with a supported IDP.

  • Verify the user is logging into the correct Momentus Enterprise URL (test vs. production for example). You have a unique URL for your database.
  • Use the Automatic Redirect option. This option bypasses the Momentus Enterprise login screen and directs your users to your IDP logon. Momentus recommends using this if all your users log in with SSO.
  • If your organization does not use Automatic Redirect, verify that your users choose the option to log in through the IDP instead of using the Momentus Enterprise standard logon fields. This is displays on the logon page with the following text: Click here to sign into [your organization name]. This text is located beneath the standard logon fields on the logon page.
  • Verify the user is configured correctly in Momentus Enterprise. Verify the following:
    • Logon ID matches logon within IDP.
    • Email address matches email within IDP.
    • User is added to Momentus Enterprise group within IDP.
    • v30 Access check box is checked.
    • A Role is assigned.
    • An organization is assigned.
    • Retired check box is not checked.
    • Auth Configuration drop-down is set to Single Sign-On.
  • Verify the user is not locked. To do this:
    1. Log into Momentus Enterprise.
    2. Click the Users link from the Main Menu. The Users screen opens.
    3. Show the Locked column. If the column shows Yes for the user, the user is locked. To unlock the user, proceed to the next step. If the column shows No for the user, the user is not locked, and you can proceed to the next troubleshooting option.
    4. Select the user.
    5. Right-click and select Edit. The Edit User screen opens.
    6. Uncheck the Locked check box. You may need to add this field to your screen layout if it is not available.
    7. Click OK.
  • Check if any other users can log into Momentus Enterprise using SSO. If so, it indicates the issue is with the user and not the configuration within Momentus Enterprise. If no users can log in with SSO, it is likely an issue with the SSO configuration in Momentus Enterprise, and you should create a ticket with the Support Services team for further troubleshooting. Include a full screenshot of any error along with a logon ID having issues.
  • Check the Audit Log for additional information. Things to review:
    • Does the sign-in failure include /app85.cshtml or /Saml/Acs? If it includes /app85.cshtml, the user is trying to log in through the standard Enterprise logon fields and needs to select the Click here to sign into (insert your organization name here) option.
    • Does the user ID/logon ID in the audit log failure match what is in the user record? If not, verify the correct logon ID and update the user information in Momentus Enterprise.
    • If the failure message mentions Duplicate Key, check the Users screen in Momentus Enterprise for other users with the same logon ID or email address. This could include public, external or retired users so adjust your search accordingly.

If you review all of the above and the user is still unable to log into Momentus Enterprise, submit a ticket with the Support Services team.

Troubleshoot Active Directory (AD USI) Authentication

Active Directory or AD USI (ADU) authentication was the standard authentication type for the Momentus Cloud. With the more recent Momentus Enterprise releases, it is no longer necessary for most users. However, you may still use AD as your authentication type. 

AD authentication is different from Azure AD. See the Troubleshoot Single Sign-On Authentication section for more information about Azure AD.

Below is a list of troubleshooting suggestions if a user is having problems logging in and is using Active Directory authentication.

  • Verify the user is logging into the correct Momentus Enterprise URL (test vs. production for example). You have a unique URL for your database.
  • Verify the user is configured correctly in Momentus Enterprise. Verify the following:
    • Logon ID uses the standard naming convention:
      • First initial of the user’s name
      • User’s last name
      • Unique company identifier
      • Example logon ID for Alex Smith: ASMITH123. Email address alone does not work as the logon ID for AD authentication.
    • v30 Access check box is checked.
    • A Role is assigned.
    • An organization is assigned.
    • Retired check box is not checked.
    • Auth Configuration drop-down is set to Active Directory or set to no value (blank).
      • If AD authentication is set at the site level, it does not require an Auth Config at the user level. If the USIADMIN user does not have Active Directory selected for the Auth Configuration, your organization has AD authentication set at the site level and your users do not require an Auth Configuration at the user level.
  • Verify the following in the Cloud Portal:. 
    •  That the user is active:
      1. Navigate to https://services.ungerboeck.com.
      2. Enter your serial number and password (case sensitive). Your serial number and password are in your on-boarding paperwork. If you do not have this information, contact your Account Manager or Customer Success Manager.
      3. Click Login. The Main Menu opens.
      4. Select Your Users. Your Users allows you to view the existing users for your organization.
      5. Review the Active column for the user having logon issues. If the Active column displays Yes, the user is active. If the Active column displays No, the user is inactive, and you need to reactivate the user for login.
    • Verify the logon ID matches the logon ID for the user in the Users screen in Momentus Enterprise.
    • Review if the user is locked. To do this: 
        1. Select Unlock a User Account. 
        2. Select the user account to unlock from the Select a User to Unlock drop-down. If the user does not show in the drop-down, the user is not locked.
        3. Enter the email address to receive the confirmation of the unlocked user.
        4. Click the Submit button. 
  • Check the user's credentials for the Outlook or Office Add-In. If the user has old credentials in their Outlook or Office Add-in, it locks the user. See Change Password in Office and Outlook Add-Ins for information on how to review the Outlook or Office Add-In logon credentials. 
  • Check the Audit Log for additional information. For example, find the Database Sign-In Failures for the user having problems. Does the entry include that the user is locked or that the logon ID is invalid? This information can help you determine what else you need to check.
  • Send a password reset link. See Cloud Portal Instructions for more information. 

If you review all of the above and the user is still unable to log into Momentus Enterprise, submit a ticket with the Support Services team.

Was this article helpful?
0 found this article helpful.
Return to top

Related articles

Comments

0 comments

Please sign in to leave a comment.