Diagnosing Automatic Login Issues

This article is outdated. Please see our documentation on Login and Authentication - Common Issues.

​Automatically logging in to DeskDirector is a feature that users and MSPs love. It means one less password, one less hassle, one less hurdle between you and the user.​ ​

Occasionally this doesn't work but never fear, we're here to help you sort out the issue.

Companies

​​Check are the companies that have been set up in the DeskDirector:

  • ​Also check that the Domain SID associated with the Company ID matches the Domain SID that the ​DeskDirector SID Test Tool returns, bar the last group of digits as these are ignored.​
  • If using ConnectWise as a PSA integration, check that the ConnectWise company ID matches what's in ConnectWise (Including spaces).​
  • ​Check if you're in an environment where a company has multiple domains then you can add multiple Domain SID entries with a single Company ID. (You can find more information on how to resolve this below.)\
There's an article that covers this topic over ​here​​
Contacts

​Check the user's contact:

  • The user should have an assigned email.
  • ​DeskDirector checks to see if the email it retrieved from Active Directory exists and creates a new contact using the Active Directory information if it doesn't. This means if there's a contact without an email address, or an email address that differs from what is in Active Directory, DeskDirector will create a new contact. This means that tickets logged will be associated with the new contact.
  • ​If using ConnectWise as a PSA integration, check whether the Portal Disable Flag is False. If it is set to true, the users will not be able to log in to DeskDirector using Active Directory.
Checking the portal account
  • ​Check if you can manually log in to the user's portal account, if the portal account isn't working for some reason, DeskDirector won't be able to log in. This can be done by holding login out of the application and then login in under the user you want to check. ​
  • ​If you don't know the password, you can set it in the Contact's profile in the Admin portal. You can get here via Portal > Contacts > Profile
  • Clear cookies. ​You can delete the Cookie key from:
%AppData%\DeskDirector Portal\Partitions\deskdirector

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