Jetro CockpIT™ Version 3.0
     

JKB00343 Cannot Login into CockpIT™ General This document addresses all known issues regarding a CockpIT™ login failure, and is divided into three main parts: 1. Login Basics 2. Initial CockpIT™ Login 3. Login was working previously Login Basics Verify that the user name and password are accurate. Check to CAPS lock button. Verify domain membership. The user must be a member of the CockpIT™ authentication domain. The authentication domain is listed on the "Server Settings" page on the CockpIT™ admin site. Initial CockpIT™ Login If this is the first attempt at logging into CockpIT™ after the installation, then attempt to login to the CockpIT™ user site, as well as the admin site. Follow the steps below as appropriate to your results. 1. User site login is successful, but Admin site is unsuccessful Verify that you are a member of the appropriate group. By default, only "Domain Admins" members are granted access to the CockpIT™ admin site. For a stand-alone server, the default admin group is "Administrators." 2. Login to both sites is unsuccessful  2.1. Wait for initial synchronization to terminate. In larges sites of more than a few thousand users, or in sites with poor connectivity, the initial synchronization may take several minutes to complete. Login will not be possible until the synchronization has completed. To check the synchronization status, check the task manager for a process called "JDSADScanner." If the process is still running, wait ten minutes and try to login again. If there is more than one instance of the process, or if it takes more than 400 seconds to complete, then proceed to the next step.  2.2. The default process time out is set to 400 seconds, and a new synchronization process is initiated once every 600 seconds. In a very large site, it might be necessary to adjust these settings. Disable and stop the JDS service Use the Task Manager to end any running JDSADScanner processes Use REGEDIT to edit the values of the "HKLM\SOFTWARE\Jetro\JDS\" key Key Data Type Default value (Decimal) Recommended value (Decimal) ADRefreshPeriod Dword 600 3600 (one hour or more) ADScanTimeout   400 1800 Restart the JDS service Wait until the JDSADScanner process stops running Try to login again  2.3. CockpIT™ cannot synchronize with the domain controllers.   The JDS service must be configured with a user account that has sufficient permissions on the active directory. It is recommended to configure the service with a domain admin member user account or to configure the service with the local system account. Change the login details, restart the JDS service and try to login again. Note CockpIT saves related directory service information under the path: "C:\Program Files\Jetro Platforms\CockpIT Server\data". The file names are: users.xml and groups.xml. If the sizes of these files are equal to zero, then Jetro CockpIT is not synchronized with the domain controller.  2.4. The CockpIT™ server has a configuration problem. Verify that the CockpIT™ server is configured with Active Directory DNS. Verify that the server can communicate with the domain controller. If not, check host resolving and firewall restrictions. Login was working previously 3. Some workstations can login, others cannot  3.1. Client configuration issues Try reinstalling the client Antivirus software can sometimes interfere with new ActiveX plug-ins. Adjust as needed.  3.2. Internet Explorer settings Verify that the version of IE is 5.5 or above. Proxy settings - If IE is configured to use a proxy server for the LAN, then the CockpIT™ server and the terminal servers should be added to the proxy exception list. Internet settings -Connections -LAN settings - Advanced - Exception list. Security settings - IE security settings should allow ActiveX installation and execution. Internet settings - Security - Custom  3.3. Client communication problem Enterprise firewalls can block sessions. Check RDP port 3389 and ICA port 1494. 4. No workstations can login, including the CockpIT™ server itself. Verify that the CockpIT™ server is functioning properly Verify that the JDS service is started Restart the JDS service and monitor the synchronization process (JDSADScanner in the Task Manager processes) Use the Debug utility to track internal CockpIT™ server events See Also · JKB00301 Users Cannot Access the CockpIT Logon Page · JKB00302 Login Button Does Not Work · JKB00303 Single User Cannot Access CockpIT from the Logon Page · JKB00304 Login Fails for All Users · JKB00305 CockpIT Administrator Cannot Access the Administrator Site · JKB00306 Jetro Client Failed to Download, Operate, or Install Correctly · JKB00320 Logging Internal System Events Back to top