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User receiving invalid username or password message when attempting to use apps

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2
2 weeks ago
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AliciaMcMurchie1
by
Occasional Contributor
2 weeks ago

There is a user at my organization who reports receiving invalid username/password messages when logging into Survey123 on mobile, but not on desktop. I tried resetting her password, and when I did, she reported changing it, then receiving invalid username/password messages on ArcGIS Online as well. Previously, she could log into ArcGIS Online, but not ArcGIS Pro, and the issue resolved when I reset her ArcGIS online password. What could be causing this? She is the only user at my agency to report this problem.

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DavidPike
by MVP Notable Contributor
MVP Notable Contributor
2 weeks ago

From experience this seems like a layer 8 issue.  User error, saved password autofill in their browser, cookies etc.  This is a built-in account?

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AliciaMcMurchie1
by
Occasional Contributor
2 weeks ago

It's a Creator type account using a custom role, but none of the other Creator users with that role have reported problems. Password saving/autofill are disabled at our agency. The issue appears to only be happening when she attempts to use new applications. It's possible she's misspelling things, getting locked out for 15 minutes, and calling me in that time each time it happens, but I'm not sure. 

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