Users repeatedly losing access to UAT/Dev – “Invalid username or password” after 15–30 days

[mathewirene]

Hello ,

I’ve been receiving multiple RITMs from the same set of users reporting that they are unable to log into our UAT and Dev environments. The error shown is “Invalid username or password.”

Each time, I reset their passwords and share them separately. After reset, they can log in successfully . But after around 15 days to 1 month, they face the same issue again and raise another request.

This has happened multiple times, and I can’t figure out the exact root cause. 

Has anyone faced a similar recurring issue? What’s the best way to avoid repeated resets and ensure stable access for these users in UAT/Dev?

Can anyone help me figure out the exact cause for this.

Thanks

Irene Mathew

[M Iftikhar · Accepted solution]

Hi @mathewirene,

Yes, this is a very common issue in non-production environments like UAT/Dev. The recurring "Invalid username or password" errors followed by a successful reset typically point to a few specific causes:

Likely Causes

• Password Expiration Policy: Check the glide.user.password_expiration property. If an expiration policy is enabled, user accounts can get locked after a set interval, such as 30 days.

• LDAP / SSO Integration: If your environments are connected to an identity provider, passwords may not be syncing correctly. This can cause logins to fail until a manual reset is done.

• Account Lockout Rules: Review the glide.login.lockout.* properties. Multiple failed login attempts could be locking accounts, which sometimes presents as a generic password issue.

• Data Refreshes: Sometimes UAT/Dev instances are refreshed from production. This can overwrite user credentials, requiring them to be re-provisioned.

Solutions to Prevent Repeated Resets

To avoid repeated resets, you should take one of the following steps:

• Adjust Password Policies: For local logins, extend or disable the password expiration in UAT/Dev via system properties.

• Address Sync Issues: If you're using an identity provider, confirm that the integration is working properly and that password syncs aren't breaking.

• Communicate with Users: If data refreshes are the issue, communicate with users so they are aware of possible credential resets.

By addressing the root cause, you can stabilize access and prevent the cycle of manual resets.

Thanks & Regards, 
Muhammad Iftikhar 
If my response helped, please mark it as the accepted solution so others can benefit as well. 

[M Iftikhar · Accepted solution]

Hi @mathewirene,

Yes, this is a very common issue in non-production environments like UAT/Dev. The recurring "Invalid username or password" errors followed by a successful reset typically point to a few specific causes:

Likely Causes

• Password Expiration Policy: Check the glide.user.password_expiration property. If an expiration policy is enabled, user accounts can get locked after a set interval, such as 30 days.

• LDAP / SSO Integration: If your environments are connected to an identity provider, passwords may not be syncing correctly. This can cause logins to fail until a manual reset is done.

• Account Lockout Rules: Review the glide.login.lockout.* properties. Multiple failed login attempts could be locking accounts, which sometimes presents as a generic password issue.

• Data Refreshes: Sometimes UAT/Dev instances are refreshed from production. This can overwrite user credentials, requiring them to be re-provisioned.

Solutions to Prevent Repeated Resets

To avoid repeated resets, you should take one of the following steps:

• Adjust Password Policies: For local logins, extend or disable the password expiration in UAT/Dev via system properties.

• Address Sync Issues: If you're using an identity provider, confirm that the integration is working properly and that password syncs aren't breaking.

• Communicate with Users: If data refreshes are the issue, communicate with users so they are aware of possible credential resets.

By addressing the root cause, you can stabilize access and prevent the cycle of manual resets.

Thanks & Regards, 
Muhammad Iftikhar 
If my response helped, please mark it as the accepted solution so others can benefit as well. 

[kaushal_snow · Accepted solution]

Hi @mathewirene ,

Try to review Session and Authentication Setting...

Navigate to System Properties > Security and check settings like glide.ui.session_timeout and glide.ui.session_idle_timeout. Ensure they are appropriately configured for your UAT and Dev environments.....

If you found my response helpful, please mark it as ‘Accept as Solution’ and ‘Helpful’. This helps other community members find the right answer more easily and supports the community.