Troubleshoot User Authentication

When a Resource Management Tool user is unable to sign in to RMT, there are a few different reasons why this might happen. Your troubleshooting steps depend on what version of RMT you are using, and what kind of authentication the user is configured for.

Troubleshoot RMT user authentication issues

When a user is unable to sign into Resource Management Tool, troubleshoot the problem by verifing the following:

  • Is the user name they are entering added as a user in RMT?
  • What type of authentication does the user have in RMT?
    • Local: If the user has local auth, reset the password and give them the new one.
    • Delegated (Version 2023.1.0 and later):
      •  If the user has delegated auth, make sure their user name is correctly entered into RMT. It should not include the domain either before or after the user name:
        • Correct: <username>
        • Incorrect: <subnet.network>\<username> or <username@<subnet>.<network>
      • Have the user confirm their credentials by signing into another system that uses their domain credentials.
      • Make sure the user is not locked out due to excessive failed sign in attempts (this is not something RMT handles; they'll need to work with their IT help desk on this).

Using logs to troubleshoot authentication problems

Logs for authentication issues can be found at: \[Install Directory]\master\logs\web\tabrmt_YYYMMDD.log.

Error strings to look for:

  • "Invalid password for user" - A user entered the valid username, mapped to an RMT user assigned Local authentication, but provided an invalid password.
  • "User failed to provide the correct password" - A user entered the correct username, mapped to an RMT user assigned delegated authentication, but provided an invalid password.
  • "Executing action method \"Tableau.PowerTools.Server.Master.Web.Controllers.AuthenticationController.Login" - A sign in attempt is being made.

Who can do this

You need to be a Administrator on the machine and be a Resource Monitoring Tool Administrator in order to troubleshoot user authentication issues.