In our UAT environment, we have a user that is not able to login. When we look a

Is there an error message that appear in the app server or Appian logs related to when this is clicked? Given it is a UAT environment, might be easiest to wipe the logs, view the profile and see if there is more details in the log files.

which log file do I have to look at for that information?

I think this is what you are looking for:


Error getting credentials for ldecker
java.lang.IllegalStateException: An unexpected error occured while getting group ids for the user [ldecker] by roles [4 and 2] by using Administrator service context.

Run the following command:

<APPIAN_HOME>\\server\\_scripts\\diagnostic\\checkengine -u

this will check if your engines have non-propagated users. If you see users listed next to any of the engines run:

<APPIAN_HOME>\\server\\_scripts\\diagnostic\\checkengine -cu

to propagate them.

We ran the script and no users showed up, everything looks fine. What else do you suggest?

I got the logs for when the error occurs.. I can send it to you via email. Let me know.

I got another user in UAT that cannot login. Should I open a trouble ticket for this? Thanks

There are two things to try. I now remember I've seen a similar behavior when users set their home page to one specific page that is later deleted and they keep getting the same error message every time the login because the home page is the first thing they are presented but now that the page no longer exist they get an error.

Here is what you can do to test if this is the case:

1. Have the user login. He will get the error
2. Have him change the URL to /suite/tempo (for example). If he is able to see Tempo it will mean that the login is working and it's his home page what is missing. In this case it is easy if he just sets a new home page.

If this is not the case, if he keeps getting the same error try the following:

1. Have him add the environment's URL to his Trusted Sites list in Internet Explorer (Tools - Internet Options - Security - Trusted Sites - Sites. Restart the browser and test again. Repeat the same test of changing the URL to Tempo

2. Finally if this keeps showing the same behavior have him start IE using the Run prompt from Windows - Start and execute

iexplore -extoff

Thanks Eduardo, we tried and it didn't work.. any other suggestions?