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How To Resolve the 'Authentication Failed' error when Users Attempt a Password Change


End-Users receive an 'Authentication Failed' error when attempting a Password Change.


Ensure the PortalGuard service account is being utilized to enact the Password Change, as opposed to the individual user. 

  1. Navigate to the PortalGuard server and open the PortalGuard Configuration Editor.
  2. Navigate to the User Repositories tab. 
  3. Select the User Repository in which the users that experience the issue reside and click the 'Edit' button.
    1. Note: You may also double click the entry to open the configuration for editing purposes. 
  4. Navigate to the Configuration -> LDAP Advanced tab.
  5. Check the box labeled 'Change Password As Admin?'
  6. Click the 'Save' button.
  7. From the main screen of the Identity Provider Configuration Editor, click the 'Apply to Identity Provider' button. 
  8. Click the 'Sync' button.
  9. Attempt the password change action again.
    • If the issue persists, please send the PG_Log to with a summary of the following:
      • Error & Behavior
      • User that generated the error
      • Timeframe
    • The following KB article outlines how to enable Trace Logging:

REV. 02/2019 | PortalGuard

  • 88
  • 22-Feb-2019