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You are not authorized to use Helpdesk

Created: 30 Jan 2012 | 2 comments

I have two users that are getting this error when trying to access the Helpdesk (as an end-user).

You are not authorized to use Helpdesk at this time

Everyone else is able to access the helpdesk without issue. We are using version 6.0.6074 SP3 + R11.

I have verifyied that we are using anonymous and integrated authentication at the AexHD folder level and using only integrated Auhtentication at the WINUSER and Default.aspx level.

What else can i check to grant access for these two users?

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mclemson's picture

A couple KBs:

The user could be marked as not Active, per TECH42001, perhaps by an AD sync.

Mike Clemson, Senior Systems Engineer, ASC
Intuitive Technology Group -- Symantec Platinum Partner

Rob Moore's picture

That error usually means one of 3 things:

1 . User contact Account is marked as Inactive

2. User is not in the proper active directory group that has permissions to use the winuser console

3. the users credentials are not being passed correctly to IIS, so the server can't identify who is trying to login.