Hi @ElizabethM,

Thank you for contacting us, to troubleshoot the issue you can follow the next steps:

• Confirm that the user accounts are not disabled in SysAid and that LDAP integration is enabled.
• Check the user accounts in the system to ensure they are active and not locked.
• Advise the affected users to try logging in using the domain\username format (ex: alpha\usertest).
• Check if the issue is the same using a different browser or incognito page.

If you need more help, have further questions, or just want to chat about this topic, please don't hesitate to reach out.

Hi @dragos.baciu i have tried everything mentioned and it is still not working. 

I’m unsure if this will be helpful, however we had a small group of end users who were having the same issue. We opened a ticket with SysAid and they said the error they saw on their side was: Error: Exception while checking configuration: Communication timeout and then they made a correction on their end. We haven’t had further reports since then, though getting confirmation from our end users has been a bit difficult as it was really only a problem on a couple of systems for them.