No longer able to access the gateway after authentication changes

This problem is related to unable to connect to a gateway, unable to launch gateway setup editor, locked out of gateway, unable to access gateway.

Problem Copied

1. Error message in the Gateway Setup Editor.

• You do not have sufficient permissions to view the setup for this gateway.
• Please check that you will be able to authenticate as a user with permission to edit setup
• No users would have permission to edit setup
• Read-Only label appears on Gateway Icon within the Gateway Setup Editor

2. Error message in Gateway Log file indicating login failure.

2021-07-27 11:25:05.427+0100 INFO: UserManager User 'MYDOMAIN\test' login failure using system login from serverx (xxx.xx.x.xxx:xxxx).
2021-07-27 11:25:05.427+0100 INFO: UserManager Code: 100006 - Message: Unknown user 'MYDOMAIN\test'.

3. Gateway Icon showing as crossed out - authentication failed message displayed on the icon.

Possible causes Copied

• When setting up Authentication for the first time there will always be a warning message stating that You do not have sufficient permissions to view the setup for this gateway.
• You have not defined the user account correctly within the configuration.
• You have not defined the user account within the configuration.
• You have not configured the user account with the appropriate permissions.
• There is a case sensitive issue with the user account defined.

Possible solutions Copied

• When setting up Authentication for the first time there will always be a warning message stating that You do not have sufficient permissions to view the setup for this gateway.

1. Close the Gateway Setup Editor.
2. Right-click the Gateway Icon in the Gateways view in your Active Console and choose Reset Connection.
3. Launch the Gateway Setup Editor again and if you have defined authentication correctly you should be able to access the setup.

• You have not defined the user account correctly within the configuration.

1. Check the Gateway Log file. There might be a spelling mistake in the user name or the domain, if specified.
2. Cross check what is defined in the User Authentication section with the Gateway Log file. If this has been corrected then ensure that the setup editor is closed.
3. Right-click the Gateway Icon and choose Reset Connection. Launch the Gateway Setup Editor.

• Add the user account into the User Authentication section and apply the appropriate roles.

Note

A user may still be able to Connect to a gateway to view information if a Generic User setting has been created however access to the Gateway Setup Editor will not be granted until the user is defined. For more information, see Generic Users

• You have not configured the user account with the appropriate permissions — check that the user has been assigned a Role and that the Role permission are configured to allow setup access to all files that are defined within that gateway. For more information, see Setup permissions.

https://docs.itrsgroup.com/docs/geneos/current/Gateway_Reference_Guide/geneos_authentication_tr.html#_Setup_permissions

• There is a case sensitive issue with the user account defined — check the Gateway Log to see if the user account is showing failed despite being defined correctly. Check case sensitivity of the account.

Ensure the Case insensitive usernames checkbox option is ticked in the Advanced tab of Authentication. For more information, see Configuration - Advanced tab documentation.