Summary of eSpace Desktop Login Failures

Hi, dear!

Good day to you!

This topic talks about the summary of eSpace desktop login failures.

Steps

1. Check the error code information in the log of the PC client. According to the error code, check the fault cause and solution.

   1. Choose Start > Run. Enter %appdata% and go to the eSpace_DeskTop\log directory. Open the service.log file using a text editor and search for keyword "esLoginResultLog". Then, you can find information similar to the following:

      2019-06-15 19:24,170(6052 )[ERROR]{uc::model::esLoginResultLog} [login]2 : kLoginResultPasswordError

      The following table provides the fault causes and solutions of the corresponding error codes.

      Table 1 PC client error codes

      Error code	Meaning	Description	Solution
      -100	kLoginResultTimeOut	Login times out.	Verify the network connection.
      2	kLoginResultPasswordError	kLoginResultPasswordError	Ask the administrator for the correct password.
      3	kLoginResultAccountNotExist	The account does not exist.	Log in to the BMU and verify that the account exists.
      5	kLoginResultAccountLocked	The account is locked.	The number of incorrect password attempts exceeds the threshold. Wait for a while and try again.
      6	kLoginResultNeedNewVersion	The current version cannot be used, and the user needs to download the latest version.	Download the latest version.
      7	kLoginResultNotActive	The account is not activated.	Log in to the BMU and verify that the account is normal.
      8	kLoginResultAccountSuspend	The account is suspended.
      9	kLoginResultAccountExpire	The account has expired.
      10	kLoginResultDecryptFailed	Failed to decrypt the message.	The causes are complex. In the first step, verify that the PC client is properly connected to the eServer.
      11	kLoginResultCertDownloadFailed	Failed to download the certificate.
      12	kLoginResultCertValidateFailed	Failed to verify the certificate.
      13	kLoginResultDNSError	Domain name resolution is incorrect.	Verify that the DNS configuration is correct.

2. Review the tup_cui.log file, which records the login process of the PC client (interacting with the eServer).

3. Verify that the hello, helloack, getcertificate, getcertificateack, login, and loginack messages exist in the log.

4. Verify that the IP address carried by the hello message is the IP address of the Hello Server.

5. Check whether multiple consecutive getcertificateack messages exist. If yes, the network between the PC client and eServer may be faulty. In this case, verify the firewall configuration and rectify the network connection fault.

6. If the fault persists, verify that the eServer service is started.

Hope the summary can help you!