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User Problems

If you agree with the statement below, click on the expandable block to find a solution to your issue. If you need further assistance, please contact Partner Support or reach out to our Support Team here: support@antid.swiss 

Application log-in problems

I am not sure if the application is working right now.

Ask your colleagues if they can access the application. If they can, try to find a different solution in the following statements.

I'm quite sure I'm providing the right credentials, but I can't log in.

Your credentials might be expired, or a password change might be required. - More information about password change.

Have you logged into this application before? If not, you might not have access. Please consult your administrator about obtaining the necessary access.

When logging from the internet, it is required to use the Second Factor Authentication, in addition to your password.

Even though I'm in the company network. Are you on the correct network that allows the connection to the application? Sometimes there is more than one network with different settings. For example, you might be allowed to log into the application via cable (LAN), but not over Wi-Fi or a Guest network. 
I'm on the internet and using the Authentication app.

Do you have a good signal/reception? Aren't you limited by your network proxy or private VPN?

Are you sure you are allowed to access this app through the Internet? or do you have to use the VPN? 

Two-factor authentication (2FA) related problems: 

  • Are you receiving the OTP on your device? (you can test OTP in selfservice)
  • Or SMS/Email at all/in time? - for more info go here 
I'm not quite sure what my credentials are.

Did you log in to any application before? 

  • yes -> go to credentials reset (go to the helpdesk, or if you provided magic questions during the enrollment you can do emergency access - link) 
  • no- > you need to enroll - link enrollment

Did you use the same credentials that you use normally for other applications? 

I never logged in before, but I'm sure my credentials are right.

Are you sure that you are enrolled?/ have you enrolled before? -

  • if not go enrollment
  • yes - are you sure you have access to that application? go ask the admin? 

Credentials might be expired? Password change is required? - link to password change etc.

I never logged in before and I'm not sure what to do.

Enroll?  - then check if you have access

I recently logged in with the same credentials, but it does not work now.

Credentials might be expired? Password change is required? - link to password change etc.

I haven't logged in for a while, but I'm sure, my credentials are correct.

Credentials might be expired? Password change is required? - link to password change etc.

Are any of your colleagues using the application right now? It might be down.

There was clean up and permissions might be cleaned

I don't have access to my Authentication App.

Did you loose it? 

Did you forget it at home? 

Emergency access - go to the helpdesk, or if you provided magic questions during the enrollment you can do emergency access yourself - link and manage your 2FAs in Selfservice token and add a new one/remove old one

VPN problems

I can't log in into the VPN and I don't know what to do.

Try to log in to selfservice with 2FA - it will show you if you are using the correct credentials (if not you go emergency access, and also you check the internet connection) - if you can't log look at the app can't log in problems.

Sometimes you need to put your domain after your username to log in if your username is xyzabc than your VPN login names is xyzabc@ad.company.com

I can log into an app that does not require VPN There is an VPN issue (either client or VPN gateway problem - go to help desk)
I have inserted the right credentials and domain name, and my internet is working, but I can't log in. It's probably down.

 

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