Jump to content
Victor

How to Fix the "An unexpected error occurred during login" issue. Please read this if you are affected.

Recommended Posts

If you getting this error message when you try to log in:

image.png

This happens because the user trying to log in has one or more roles associated to them that are reserved system roles. Most likely these are Hornbill Service Manager System Role and/or Hornbill Service Manager Reserved Role. However any other system role will cause this issue (e.g. Hornbill Project Manager System Role)

image.png

image.png

 

Please remove these roles from all your users as these roles (mentioned in the description) should not be associated to a user. The issue should be resolved for the affected users once the roles has been removed.


EDIT1: added information about the Hornbill Service Manager Reserved Role
EDIT2: added information about system roles (not necessarily Service Manager system roles)

Share this post


Link to post
Share on other sites

All instances where the admin account was affected by the issue had the Hornbill Service Manager System Role had the role removed from the admin account. Every instance should now be able to use the admin account to fix the issue for any other affected user.

Share this post


Link to post
Share on other sites

Hello,

I can't even login as Admin, so how am I supposed to check if the role is there or not?

Kind regards

Harry

Share this post


Link to post
Share on other sites

@Harry - it seems the admin account from your instance had the Hornbill Service Manager Reserved Role associated to it. This is another role that should not be granted to a user... we have removed this role from the admin account in your instance so you can use it now to log in.

image.png

Please make sure you are using the admin account (with ID admin) and not another account with admin rights.

image.png

Share this post


Link to post
Share on other sites

Today I seem to have lost access to view/edit the Service Catalog, could this be related?

Share this post


Link to post
Share on other sites

@dwalby 

48 minutes ago, dwalby said:

Today I seem to have lost access to view/edit the Service Catalog, could this be related?

Yes, in the way that both your issue and the one discussed here are steaming from the same set of changes... however your issue is actually the one raised here:

 

  • Like 1

Share this post


Link to post
Share on other sites

Hello

I cant log in as admin either, please can someone fix the instance

 

G

Share this post


Link to post
Share on other sites

@gwynne actually the issue your experience is somehow different. Nonetheless we are fixing it now. Will let you know when done.

Share this post


Link to post
Share on other sites

@gwynne - this issue is now fixed. As mentioned above the issue was different than what is being discussed here therefore there is no action required from you. Your users should be able to log in as usual.

Share this post


Link to post
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now

×
×
  • Create New...