Symptoms
Attempting to enroll with Workspace ONE UEM, one of the following error messages is received (even though the user has verified that they are signing in with the correct credentials):
"Invalid User Credentials." "Failed to validate user credentials."
Cause
This can occur if the account is created at a different organization group in the Workspace ONE Console than where the user is attempting to enroll.
Resolution
To resolve this issue, perform the following steps in the same order. If one step resolves the issue, it is not necessary to move forward to the next step.
Step 1: Check Organization Group (OG)
If Autodiscovery is being used, make sure the user account is created at the same OG that the email domain is registered, even if the user will be enrolling into a child group.
For standard enrollment, make sure the user is entering the appropriate Group ID and check if the Group ID is configured for the OG where the device is being enrolled. Check if child OG is inheriting settings from parent OG and determine whether the User search filter under Directory Services > User tab is configured correctly.
Step 2: Test Directory Service Connection
Navigate to Groups & Settings > All Settings > System > Enterprise Integration > Directory Services and perform a Test Connection to verify directory services are connected as expected.If Test Connection fails, check on the server running the ACC/VESC application for whether the ACC/VESC service is running.If it is not running:
Start the service or reboot the server.Ensure that the service starts.Attempt enrollment again.
Step 3: Verify whether Directory user enrollment has been enabled
Navigate to Groups & Settings > All Settings > Devices & Users > General > Enrollment.Make sure the Directory is selected for Authentication Modes.
Step 4: Verify if the user is active in Workspace ONE
Locate the user account in Workspace ONE.In the user detail view, verify if the user account is active. Click More > Activate if the user account is marked as inactive.
Related Information
For additional details on how to address common enrollment issues, please refer to Troubleshooting common enrollment issues in Workspace ONE.
