User is not authorized to access winuser console

Article:TECH42001  |  Created: 2009-05-01  |  Updated: 2010-03-23  |  Article URL http://www.symantec.com/docs/TECH42001
Article Type
Technical Solution

Issue



One user gets an error message of “You are not authorized to use Helpdesk at this time” when he tries to use http://<server>/AeXHD/winuser/. The user can access the Helpdesk worker page with no problem. IIS authentication is set correctly and the same result occurs when the user tries to log on at another computer.

Environment



NS 6.0 Sp3 R9

Helpdesk 6.5


Cause



The user's contact was set to inactive.

Solution



To resolve this issue you must set the users Contact record to active.  To do this:

1. Go to the Incidents tab in the Notification Server Console or open Helpdesk.
2. Select Find Contact.
3. Search for contact record using any of the fields available (email is generally a good field to use).
4. On the results list, select the user then click the edit icon (pencil). The contact record opens for editing.
5. Mark the "Active" check box and save the record.

The user now has access to the winuser console.


Legacy ID



46908


Article URL http://www.symantec.com/docs/TECH42001


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