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GWAVA Knowledgebase / GWAVA / GWAVA 4 / Quarantine Management System / Can't Login To QMS (Admin)

Can't Login To QMS (Admin)
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Views: 1793
Votes: 4
Comments: 0
Posted: 24 Jun, 2008
by: Bailey J.
Updated: 10 Jun, 2010
by: Wathen S.

Applies To:
GWAVA 4 (all builds) on Netware and Linux

Problem/Question:
Admin user cannot log in to Quarantine Manager (QMS)
Error:  "User does not exist or incorrect credentials, User=admin, AuthMethods=gwavamansmtp"

Resolution:
There are a few potential reasons for this problem.  Follow these steps to narrow down the problem:

1)  Is the GWAVA Quarantine Manager running?  Look for the GWAVAQMS Console (NetWare) or run an ./rcgwavaman status (Linux)

If not, then shut down and restart GWAVA.  If QMS still does not load, or loads then terminates, then you'll need to contact support fpr further troubleshooting

If so, continue to step 2

2)  Can you login to the GWAVA Management Console?

If not, assuming that you're putting in the correct password and credentials, there is probably some database corruption and you'll need to call support to resolve this

If so, continue to step 3

3)  Can other users login to QMS?

If so, call support

If not, continue to step 4

4)  Are there any signs that point to QMS database corruption?

Here are a few common symptoms of this:  malformed errors on NetWare Logger screen, db errors on the QMS Console, no new quarantined messages, QMS threads using extreme amounts of server resources.  If you believe that your QMS databases could be corrupt, please see this article in order to rebuild your databases:  http://support2.gwava.com/kb/?View=entry&EntryID=40

5)  Please call Support if the previous steps did not resolve issue
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