"SafeGuard Web Helpdesk - Unauthorized access" message appears after being logged on to SafeGuard Web Helpdesk.

  • Article ID: 118823
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  • Updated: 04 Dec 2014

Issue

"SafeGuard Web Helpdesk - Unauthorized access" message appears after being logged on to SafeGuard Web Helpdesk.

In addition, the following note is being displayed:

"You tried to call the challenge/response dialog without authentication
or your secure authentication has been corrupted.

Click here to log on again or contact your system administrator if this problem persists.
"

First seen in

SafeGuard Web Helpdesk

Cause

The secure authentication from the Security Officer to the Web Helpdesk was interrupted. This could happen if the SafeGuard Web Helpdesk application pool (SGNWHD-Pool) running on the SafeGuard Enterprise Server was shut down or was going through a recycling process.

A reboot of the IIS server hosting the SafeGuard Web Helpdesk could also be the cause for the interrupted connection.

What To Do

Make sure that the Recycling options for the SGNWHD-Pool are configured with the default values (see below) and "Maximum Worker Processes" is set to "1".

To verify the SGNWHD-Pool recycling and worker process options, open the Internet Information Services (IIS) Manager (Start | Administrative Tools | Internet Information Services (IIS) Manager), expand the server node in the connections tab and select "Application Pools". Right click the SGNWHD-Pool and open the "Advanced Settings".

 
If you need more information or guidance, then please contact technical support.

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