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Access Issues with On-Prem Installer Login (24.4.60 b89)

  • July 24, 2025
  • 1 reply
  • 31 views
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I’m trying to access the on-prem installer via the “Windows 64-bit (Upgrade)” link on your documentation page:
https://documentation.sysaid.com/docs/latest-version-installation-files#latest-version-installation-files
However, when I click the link, it redirects me to a login page:
https://helpdesk.sysaid.com/spaces/login?from=%2Fspaces%2F
I attempted to sign in using my current SysAid account credentials, but was unsuccessful. I also requested a password reset link, but I’m still unable to log in.
Could you please advise if a separate login is required to access the installer? Any guidance would be appreciated.

 

Thanks!  

    1 reply

    SysAid Copilot
    SysAider
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    Hi there,

    SysAid Copilot is here with our AI Magic!
    Here is the response we thought might assist you:

    copilot-1.png
    ## Access Issues with On-Prem Installer Login (24.4.60 b89)

    I understand you're having trouble accessing the on-prem installer for SysAid version 24.4.60 b89. Let me guide you through the steps to resolve this issue:

    ### Steps to Resolve Login Issues

    1. **Verify Credentials**
    - Ensure you are using the correct username and password for the SysAid Helpdesk portal. This may differ from your SysAid system credentials.
    - If unsure, check previous emails or notifications from SysAid for your portal username.

    2. **Password Reset**
    - If you’ve already requested a password reset, ensure you are using the most recent reset link sent to your email.
    - Check your spam/junk folder for the reset email.
    - Copy and paste the new password directly from the email to avoid errors.

    3. **Clear Browser Cache**
    - Clear your browser’s cache and cookies for the domain `helpdesk.sysaid.com`.
    - Alternatively, try accessing the portal in an incognito/private browser window.

    4. **Use the Manual Login Page**
    - Instead of the default login page, try using the manual login page: [Manual Login Page](https://helpdesk.sysaid.com/Login.jsp?manual=true).
    - Enter your full email address as the username and the latest password.

    5. **Account Verification**
    - If you suspect your account might be locked or disabled due to multiple failed login attempts, wait for the lockout period to expire.
    - Alternatively, ask a colleague with access to the portal to verify your account status under **My Account ▸ Company Users**.

    6. **Alternative Access**
    - If the above steps do not work, you may need to contact SysAid Support for assistance. Provide them with:
    - Your portal username.
    - The email address associated with your account.
    - Details of the issue, including any error messages.

    ### Additional Notes
    - A separate login is not required to access the installer. The same credentials for the SysAid Helpdesk portal should work.
    - Once logged in, navigate to **Downloads ▸ On-Premise** to locate the installer for version 24.4.60 b89.

    If you continue to face issues, you can view the Service Record created for this request here: [Service Record #2571162](/servicePortal/SRview/2571162).

    Let me know if you need further assistance!
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