Password Login Fails at the Transfer Client Login Page

To troubleshoot Transfer Client login issues, use the Transfer Server console log. The default location is:

C:\Program Files\Attachmate\FileXpress\Gateway\TransferServer\logs\console.yyyymmdd.log

Also review the following troubleshooting guidelines.

Problem: The user sees an error message that says, "The username or password you entered is incorrect" or the login page refreshes without displaying any error.

• Has the user been added to the Gateway Administrator?

  In Gateway Administrator, click the Users tab and search each of the configured LDAP servers to confirm that the user exists.

• If the user exists, is the password correct?

  If a user in the FileXpress LDAP server has forgotten the password, you can edit the user in Gateway Administrator to change the password.

• If the user is in an added LDAP server, has the user entered the correct credentials for their user name on the LDAP server?

  Connect to Gateway Administrator, go to System > LDAP Servers, select your server, click Edit, and check the values configured for Domain Name and Advanced domain settings.

Problem: The user sees an error message that says, "Server not configured. Please contact your system administrator."

• Is FileXpress user access configured on the FileXpress Secure Shell proxy?

  See Enable FileXpress Connections in the FileXpress Secure Shell Proxy.

• Have configuration changes affected the connection between the FileXpress Proxy and the Gateway Administrator?

  On the server running the FileXpress Secure Shell Proxy Server, start the server console. On the FileXpress Users pane, click Activate and verify.

Problem: The user sees an error message that says, "An unknown error has occurred. Please try again later or contact your system administrator."

• Are the services running and available?

  If you just restarted your Windows computer or just started your Gateway Administrator or the Transfer Server, wait a minute and try again. These services take a few moments to become available.

  To confirm that the services are running, on each system, open the Windows Services console (Start > All Programs > Administrative Tools > Services) and confirm that the Attachmate FileXpress services are all running.

• Are required ports open in your firewall?

  Check that port 9490 is open inbound to the system running the FileXpress Gateway Administrator.

• Have you made configuration changes that affect the connection between the FileXpress Proxy and the Gateway Administrator?

  On the FileXpress Proxy, start the FileXpress Secure Shell Proxy console. On the FileXpress Users pane, click Activate and verify.

• Is clustering correctly configured?

  If Gateway Administrator servers are configured with different server certificates, users might see this error when they attempt to log in.