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Question

Login being declined when accessing an online Form

Forms
Updated May 23, 2023
asked on May 22, 2023

We have an online form to complete for site inspections. The two employees that conduct the inspections are no longer able to login to the form to complete it. We have Windows Accounts and each user is a named user, which include the two employees who conduct the inspections. This use to work. Any ideas?

Lucinda

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Replies

replied on May 22, 2023

I think more specifics about the issue are needed to narrow things down.

For example, when you say they are no longer able to log into the form, do you mean:

  • They are receiving an access denied message for that particular form
  • They are receiving an access denied message logging into Forms in general
  • Their credentials are not being recognized and they can't get past the login page
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replied on May 22, 2023

There could be a lot of different explanations.  I think you need to ask some other questions to try to narrow down the cause.

  • Can these users access other forms or the Forms inbox?
  • Can other users access these forms?
  • Is the form showing unpublished?
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View 3 previous replies
replied on May 23, 2023

Thank you for the questions, I did not know where to start.

We can access the form internally while on our work network or using a link while on a computer or phone off the network via the link.

Accessing the form while on a network device using our individual logins is not declined, however accessing the form on a device not on the network using the link is declined.  We have other users that have tried their login but access is declined as wrong password or username even though the username/password is correct. The form can be accessed using a named user Admin which has assigned groups to it. The user login (username and password) we are using that is being declined are our individual named users using Microsoft authentication. 

We do have other forms that are open to the public and are accessible via the link.

And yes, the form is published. 

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replied on May 23, 2023

Something worth noting is that if you are using Windows Authentication, when you log in using a username/password, you need to include the domain.

For example,

domain\username

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replied on May 23, 2023

yes, we are using our domain on our login. We have to use it when logging onto forms when our network and the login works. Only when accessing the link which takes us elsewhere to login. 

Our network link takes us directly to our server location. The "external" login takes us to a different location, not our server. 

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replied on May 23, 2023 • Show version history

Sounds similar to an issue I have (which unfortunately I don't have a solution to, but maybe someone else here will).

Any user (Windows Active Directory users) can log in via https://InternalFormsURL/Forms but only my service user account (Laserfiche user) can log in via https://ExternalFormsURL/Forms.  This means that the only forms that can be accessed and submitted in the external portal are ones that have been enabled for unauthenticated submission.

My environment looks like page 5 of the Hosting Laserfiche Forms 11 In A Perimeter Network (DMZ) document. 

Does that sound like the issue you are having?

 

EDIT TO ADD: I believe the issue is that our network guys opened a tunnel from the DMZ server to our servers running Laserfiche, LFForms, and SQL - but didn't open a tunnel to our AD/DC server.  But since I haven't (so far) needed any authenticated forms to be externally available, it hasn't been enough of an issue for me that I felt the need to pursue it further.  I'm probably going to ask out network guys to check it out because of this conversation.

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replied on May 23, 2023

Hi Matthew,

that does sound like our issue. When you say "...enabled for unauthenticated  submission." what are you referring to? Do you mean making the form public? 

Lucinda

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replied on May 23, 2023

Yes, that was what I meant.

 

I'm not a network expert, so I'm just working with this as a basic theory right now.  In my case, I did just reach out to our network guys if they can open a path from the server in the DMZ to the domain controller to see if that resolves the issue and allows users to log in with their AD credentials.  Though, I doubt they'll get back to me quickly.  That server's IP address is listed in the Forms Config as the AD server - but it can't be pinged from within the DMZ - so my theory is that something needs to be opened to allow that access and allow the users to authenticate to the LFForms environment running in the DMZ.

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replied on May 22, 2023

Hi Lucinda!

As Jason and Matthew mentioned, could you provide more information to help narrow down the potential problem? 

  • Are the users receiving an access denied message for that particular form or form in general?
  • Is there anything to do with their credentials or access right to the form?

 

If the issue persists and is blocking your progress, please kindly open a support ticket and our support team will help :)

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