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Unable to login to Sysaid Environment

  • November 11, 2025
  • 3 replies
  • 13 views
Z
Community Enthusiast
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Good Morning,

 

I am completely locked out of our Sysaid environment along with all other users who were not logged in already. When trying to login to our domain I get “sysaid stuck at Connection expired, retrying to authenticate user, please wait...” and on local login it fails immediately. When trying to reset the password it says it cannot find my username/email address.

 

Yesterday I was investing an issue with our LDAP connection however I never saved any of the changes I made and our domain controller is not experiencing any issues. Is there a way to get into Sysaid and figure out what was set? Unable to login via local or domain logins, and trying to reset the password results in an error.

Best answer by Zach Nodak

Issue resolved, ended up needing to put the full domain name in the LDAPS Server URL field.

3 replies

Z
Community Enthusiast
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  • Zach Nodak
  • Author
  • Community Enthusiast
  • Answer
  • November 11, 2025

Issue resolved, ended up needing to put the full domain name in the LDAPS Server URL field.

E
  • Eren404
  • November 19, 2025

Good Morning,

 

I am completely locked out of our Sysaid environment along with all other users who were not logged in already. When trying to login to our domain I get “sysaid stuck at Connection expired, retrying to authenticate user, please wait...” and on local login it fails immediately. When trying to reset the password it says it cannot find my username/email address.

 

Yesterday I was investing an issue with our LDAP connection however I never saved any of the changes I made and our domain controller is not experiencing any issues. Is there a way to get into Sysaid and figure out what was set? Unable to login via local or domain logins, and trying to reset the password results in an error.

 

clairehil23
  • clairehil23
  • New SysMate
  • November 28, 2025

This usually happens when SysAid loses its LDAP connection and the local admin account becomes unusable. Even unsaved LDAP changes can cause a sync issue.

What you can try:

Log in using the built-in “sysaid” local admin account (not tied to LDAP).

If that fails, reset the local admin password directly in the SysAid database (usr table → admin record → update password hash).

Restart the SysAid Server service to reload authentication.

Once inside, revalidate your LDAP integration and test connection before saving.

This is the only reliable way to recover access when both LDAP and local login fail.

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