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Connection > "Authentication has failed"

Problem

Login for some users of the back office or the user portal is not working. An error message is displayed:

"Authentication has failed. Contact the administrators for more details" or in French: "L'identification a échouée. Contactez l'administrateur pour plus de détails"

 

Kpk-AideDepannage_Erreur_Authentification_has_failed__1_.jpg

 

Solution

The connection is blocked due to IP filtering. To correct this issue, please perform the following procedure:

 

1. Ask the user to visit this website: https://www.showmyipaddress.eu and to give you the address mentionned under « Your public IP address is ».

 

Your_public_IP_address__1_.jpg

 

2a. If you want to allow his access to the user portal:

  1. Open the Settings menu. 
  2. In the section User portals, click on the user portal of your choice. 
  3. Open the tab IP Filtering. 
  4. Add the IP address in the field Authorised IP addresses.
  5. Click on Save.

 

Kpk_Help_v4_IP_filtering_user_portal.jpg

 

2b. If you want to allow his access to the back office :

  1. Open the Settings menu. 
  2. Click onIP Filtering. 
  3. Add the IP address in the field Authorised IP addresses.
  4. Click on Save.

 

Kpk_Help_v4_IP_filtering_back_office.jpg

 

If the same error message persists, either the user does not access the correct address, or his public IP address has changed (he can check if his address is dynamic or fixed via this site: http : //www.mon-ip.com/ip-dynamique.php).

As long as the error message "Identification failed"is displayed, you must check these points. Keepeek will not be able to intervene for you at this stage.

 

If a different error message is displayed, please get in touch with the support service (support@keepeek.com) specifying the public IP address, the login of the user, the interface on which he tries to connect and the exact date and time of his attempt.

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