User Login Issues - Self Service Portal

[paulhinds]

I have a couple of users in our Service-Now instance ( Istanbul ) who are unable to login to our Self Service Portal, neither user gets a unusual error message just a generic bad username/password error.

I've checked both that their user records are active and they are registering the login attempts, which both are but regardless of what password is set the users are unable to login and their failed login attempts increases by one.

I've checked the logs and again nothing obvious is jumping out for this issue just reporting bad username/password.

I've manually set the password within Service-now for their account and also updated their active directory password to see if either of those changes helped but neither did.

Tested from my system to see if its a PC related issue and still get the same generic error.

Can anyone assist?

[Cheyenne1]

One more quick check to rule out userid, are there duplicate userids for these people in the sys_user table?

If this is for CMS

Another thing I can suggest if it isn't the above is to navigate to: Maintain Catalogs -> Select your catalog title -> Scroll to the bottom related list for 'Sites' -> Select your Site

Confirm that your login page is defined in the 'Pages' related list

[paulhinds]

Thanks for your reply but its not for the CMS its for our Self Service Portal that the users cant login to.

I have checked and can confirm that there is not duplicate userID's in the Sys_user table.

I've checked all the obvious things but cant see anything.

[Cheyenne1]

Service Portal not CMS Self Service Portal, Correct?

[paulhinds]

Yes service portal is the one