Access denied when logging into the Service Desk

[rdvanorman]

I have a single worker that can't log into the service desk.  I've checked his account and he's enabled but he can't log in.  He gets a "Access denied for user XXXXXXX".  

[Migration User]

I have the same issue with just one user.  Looked everywhere and his is active and enabled.

[toomas]

What's the home page set for the user? If user is part of group(s) and does not have home page set explicitly for user itself, it will use home page defined for a group.

Where exactly do you see the error?

[Migration User]

Check the email settings for that user.  If for some reason the email changed after the initial import from AD, you will need to add in a bogus email address for that user, make it primary,  delete the incorrect email address and finally run a full sync from the AD server.  I had this same issue on 4 folks in my organization and that fix worked for me.  Good luck

[Migration User]

So is this an on-going thing that you have seen?  I am worried because I know we are going to run in to it.

[rdvanorman]

Well hate to say it but it got drawn out to the point where I just created an account manually and had the user log in with that account.  That took care of getting the worker access but didn't really fix the issue.

[Migration User]

Did you submit a case with Symantec?   I am kind of concerned because people change names all the time and want the e-mail to change as well.

[rdvanorman]

Yes I did but after a week of getting no where and implementing "patches" that didn't do anything for the issue I gave up.  I had to move forward as the worker was a key worker for our main business application.

[Steve Wayment]

I have the exact same issue -- just 1 user that cannot access the ServiceDesk.  Initially, I copied all of his user settings into a temp account, and found that his homepage was set to a page he no longer had access to.  I changed this in the temp account and I could log in again perfectly.  However, changing this in the user's account did nothing.  It has been a couple of months now, with several patches and reboots to the server.  The only thing that works is creating a new PM login for that user.  (Obviously not tied to his AD login anymore...)

[toomas]

 

Changing homepage for the user's account did nothing? Interesting. The error you get still says access denied?

If you give that user permissions to the page again and try to log in, does that work? If it does, and if you change the home page in the portal and then remove the permissions to the original page again, will it allow you to log in?

Based on what I see in the thread, the cause does seem to be about homepages. A bit difficult to say at this point what exactly though.

 

[Steve Wayment]

Homepage setting has been deleted from the database, so I have no way of knowing what it used to be set to.  Besides, we completely deleted every reference to his account name and userid (guid) from the database, and then recreated it via the AD sync.

[Migration User]

Now out of the blue we are getting the same issues.