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Update Troubleshooting Authenticator for Kiteworks authored by STANLEY C. SMITH's avatar STANLEY C. SMITH
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Troubleshooting-Authenticator-for-Kiteworks.md
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### User receives `Invalid username or password` response when trying to login to the Kiteworks SFC portal:
1. If the user has a Commerce email address, check to see if that user exists in our Commerce Directory (or LDAP), by going to https://staff.commerce.gov and searching by their first name, last name, and/or email address. If it is not a Commerce email address, go to step 7.
1. **If the user has a Commerce email address, check to see if that user exists in our Commerce Directory (or LDAP)**, by going to https://staff.commerce.gov and searching by their first name, last name, and/or email address. **If it is not a Commerce email address, go to step 7**.
1. If they do exist, go to step 3. If they don’t exist, go to step 5.
1. If they do exist in Commerce Directory, go to step 3. If they don’t exist, go to step 5.
1. Make sure the user has set their password for access to the Kiteworks SFC portal via the Commerce Web Solutions Authenticator self-service password reset portal (https://pass.commerce.gov/user/password) and are not using their network login password.
1. Make sure the user has set their password for access to the Kiteworks SFC portal via the Commerce Web Solutions (CWS) Authenticator self-service password reset portal (https://pass.commerce.gov/user/password) and are not using their network login password.
1. If the user has confirmed they have successfully reset their password via the CWS Authenticator portal, but are still seeing the “Invalid username or password” error, make sure the user does not have a locked account in the Kiteworks SFC portal. If they do, unlock their account and have the user retry login OR instruct the user to wait 15 minute for their account to unlock before trying to login again.
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