Skip to main content

I can't log in

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? orSome doApplications might require you have to use thea VPN?VPN. - Discuss with your administrator.

Two-factor authentication (2FA) related problems: 

  • Are you receiving the OTP on your device? (If you can log in to the Selfservice application you can test the OTP in selfservice)token)
  • OrAre you receiving SMS/EmailEmail? atAre all/inyou receiving it on time? - for more info goTroubleshoot here 
I'm not quite sure what my credentials are.

Did you log inlogin to any application before? 

Did you use the same credentials that you useused normallyto forlog in to other applications?

  • yes -> Your credentials might be expired, or a password change might be required. - More information about password change.
  • no -> Try to use them instead
I never logged in before, but I'm sure my credentials are right.

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

  • ifno -> not go enrollment
  • yes -> are you sure you have access to that application? goYou can ask the admin?administrator. 

CredentialsYour credentials might be expired?expired, Passwordor change is required? - link toa password change etc.might be required. - More information about password change.

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

Enroll?You should -proceed to the Enrollment process, and then checktry ifto youlog havein accessagain.

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

CredentialsYour credentials might be expired?expired, Passwordor change is required? - link toa password change etc.might be required. - More information about password change.

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

CredentialsYour credentials might be expired?expired, Passwordor change is required? - link toa password change etc.

Are any of your colleagues using the application right now? It might be down.required. - More information about password change.

ThereSometimes wasafter a long inactivity, companies clean up and permissions mightto beuse cleanedcertain applications. Ask the administrator to check your permissions.

I don't have access to my Authentication App.

Did you looselose it?your device? - Troubleshoot as follows Lost device with tokens.

Did you forget it at home?

-

EmergencyYou can use emergency access -to give you access for the day. (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 oneaccess)

VPN problems

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

Try to log in to selfservice with 2FASecond-factor Authentication (2FA) - it will show you if you are using the correct credentialscredentials:

(
  • if not you can't log in, you can do a credentials reset (go to the helpdesk, or if you provided magic questions during the enrollment you can do emergency access,access) and- alsolook for the Application log-in problems
  • if you can 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.

 

Back to top