SafeLinx Client log in and password problems

Review the frequently asked questions and answers about problems with passwords and logging in.

Browse these questions, then link to the answers that follow.

  1. I lost my password. What do I do?
  2. I forgot my password. How can I get it reset?
  3. I typed in my password correctly, so why am I not able to log in? The system tells me it is the wrong password.
  4. I am seeing another password prompt besides the one I usually see. What do I do?
  5. How do I change my password?
  6. I get a message that the SafeLinx Client timed out while logging on to the SafeLinx Server. What do I do?
  7. I tried several times to enter my password and I got a message that my account was locked. What do I do?
  8. I see the Connect window on my screen but the progress indicators never turn green. Nor do the indicators advance to 2 or 3 bars during login. What's wrong?
  9. Why can I not establish a connection when specifying a user ID with national language characters?

Answers to SafeLinx Client login and passwords problems include:

  1. I lost my password. What do I do?

    SafeLinx Server administrators use the SafeLinx Administrator to access the User account and run a password reset for you. The administrators do not know what your password is because it is hidden.

    Tip icon It would be wise to set up SafeLinx Administrator login accounts for SafeLinx Server administrators. Also, set up these accounts with access control lists (ACL) that limit what resources they are able to read and modify.

  2. I forgot my password. How can I get it reset?

    Ask a SafeLinx Server administrator to run a password reset.

    To run a password reset with SafeLinx Administrator:
    1. Click Find, then type the user ID in the user ID field and click Find now.
    2. Right-click the user ID in the Find Resource Results window, then click Properties.
    3. Click the Password tab, then type the password twice: first in the Enter the new password field and again in the Confirm the new password field.
    4. Click OK or Apply.

    Note iconWhen the password is typed in, it displays as asterisks (*).

  3. I typed in my password correctly, so why am I not able to log in? The system tells me it is the wrong password.

    The immediate response to help the user get logged in would be to run a password reset. If using an LDAP-Bind authentication method, this problem could be indicative of the user password being changed on the LDAP Server while the end user is not aware of this change. Or alternatively, the issue could be that the end user has changed their password, but this change has not propagated through to all servers yet. Ensure that user-initiated password changes take effect when the end users think they do, which is normally immediately. If that is not the case, educate end users about this delay. You also might want to consult Technote 1985055. However, this problem might indicate a problem with the SafeLinx Server. Report the problem to the SafeLinx Server administrator for further diagnosis and possible contact with the HCL Support Center.

  4. I am seeing another password prompt besides the one I usually see. What do I do?
    1. On the Attributes tab of the SafeLinx Client properties is a box labeled Prompt for user ID and password. Verify whether this box is selected or cleared.
    2. Your system can be configured to ask for secondary login authentication. Depending on how the SafeLinx Client is configured you might see a secondary login window.
    3. There is a parameter in the configuration file called OneButtonConnect. This parameter prevents you from seeing the login panel. The parameter works if the Prompt for user ID and password box is checked and the user ID and password were successfully entered and saved one time.
  5. How do I change my password?

    It was more common in the past to change a user password when Localized User Accounts were created and administered on the SafeLinx Server itself. This is not a common practice, however. Typically user accounts are administered on centralized Directory servers such as LDAP or RADIUS. There are usually methods outside of the SafeLinx Client and SafeLinx Server for changing and maintaining the user password. Please refer to local user account practices for specifics.

  6. I get a message that the SafeLinx Client timed out while logging on to the SafeLinx Server. What do I do?

    There are typically four situations:

    1. The SafeLinx Client has a login timer which stops the connection attempt and issues the message. This message happens only if you do not successfully log on to the SafeLinx Server before the time elapses.
    2. Login packets are not reaching or being processed by the SafeLinx Server. There might be a number of reasons for this problem:
      • User device is in a low signal strength area.
      • Problem is in the bearer network, preventing the login packets from reaching the SafeLinx Server.
      • Packets reach the SafeLinx Server, but are not processed. Perform SafeLinx Server troubleshooting procedures if this reason is suspected.
      • The SafeLinx Server is not returning the login responses to the SafeLinx Client in a timely manner. After the client's timer expires, the connection attempt is stopped.
    3. On some devices and notebook computers, if the Ethernet cable is unplugged, it might be incorrectly reported to the SafeLinx Client that the adapter is available. The IP address would be in the range of 169.254.0.0 - 169.254.255.255. The SafeLinx Client attempts to open, activate, and use this adapter for communication with the SafeLinx Server, and the login attempt will timeout. If this problem occurs, take steps to ensure that the device has an IP address that does not start with 169 and has Internet connectivity. Be sure the device can ping internet addresses or resolve web pages on the internet and try again.
  7. I tried several times to enter my password and I got a message that my account is locked. What do I do?

    Contact the SafeLinx Server administrator who examines your user account in the SafeLinx Administrator to clear the Locked setting on the Account tab of your user account. After this setting is cleared, you will be able to log in again. You also might want to consult Technote 1985055.

  8. I see the Connect window on my screen but the progress indicators never turn green nor advance to 2 or 3 bars during the login. What's wrong?
    • If the progress indicator does not show one green progress bar, it means that the SafeLinx Client was unable to initialize or communicate with an available network interface.
    • If the progress indicator shows only 1 green bar, the SafeLinx Client is successfully communicating with the fastest available network interface, but the SafeLinx Client does not have an established connection with the physical network.
    • If the progress indicator shows two green bars but not the third bar, then the physical network connection works.

    • During the login attempt the packets sent and received by the SafeLinx Client are displayed in the interface. One side are Packets Sent, and the other are Packets Received. Both sides should be increasing. If packets are sent, but not received, it is most likely that they are not being received by the SafeLinx Server. Engage troubleshooting procedures for the network. After a successful login, right-click the SafeLinx Client icon in the system tray and click Status, then click the Statistics tab. The Status window shows the number of packets sent and received. The Status window also shows the number of bytes sent and received and the time of the current client connection. If the packets sent count is not incrementing when you attempt to use an application, the traffic is not leaving the SafeLinx Client. Likewise if the packet receive count is not incrementing, but the sent count is, it is best to gather a SafeLinx Server log to ensure the packets are received and processed properly. See the section on SafeLinx Server problems for more information

      Another good test would be to determine whether a ping command is successful to the external IP address of the SafeLinx Server. If the ping command is not successful, then the SafeLinx Server cannot return any packets to the SafeLinx Client.

  9. Why can I not establish a connection when specifying a user ID with national language characters?

    On Linux systems, make sure that UTF-8 support is installed on the SafeLinx Server for your operating system. Also ensure that the latest maintenance is installed, as fixes over time have addressed not only National Language Support, but also special character support.