Follow
Receiving an Error When Logging In: "That username/password wasn't quite right"

Problem

You try to log in to either the Production or the Preview environments of Workfront, and you receive the following error:

Let's try that again.
That username/password combination wasn't quite right. Make sure your caps lock isn't on and try again.

Cause

The cause of this error could be one of the following:

  • You are using the wrong username and password combination.
    Most often, you might be trying to use your SSO username and password instead of your Workfront credentials in the Preview Environment and your Preview environment might have not been configured for SSO
    Or
    You might be trying to use the Workfront credentials instead of your SSO username and password in Production. 
  • A Workfront account exists, but there is no Access Level assigned to you yet. 

Solution

The solution is different depending on which scenario generates this error:

  • If you are trying to log in to the Production environment, ensure that you are using the correct credentials: check with your system administrator and ensure that if you are using your SSO credentials, the Production environment has also been configured for SSO. Otherwise, you must use your Workfront credentials to log in. 
    The following scenarios exist:
    • If your Production environment has not been configured for SSO, you must log in using your Workfront credentials. If you cannot remember your Workfront credentials, do the following:
      1. Use the Forgot Password? feature, then enter your email address to receive an email with a link where you can reset your password. 
        For more information about logging in to Workfront, see "Logging in to Workfront."
      2. (Conditional) If you cannot remember your email address associated with your Workfront account, ask your system administrator what it is, then use the Forgot Password? feature to receive a link where you can reset your password. 
      3. With your reset credentials, try logging in to Production again. 
      4. You might be asked to reset your password when you first log in. 
    • If your Production environment has been configured with SSO, you must log in using your SSO credentials.
      If your SSO credentials have expired, ask your system administrator how they can be renewed. 
    • If you have the correct username and password and you receive the error again, ask your system administrator to ensure that you have an Access Level assigned to your profile. 
  • If you are trying to log in to the Preview environment, ensure that you are using the correct credentials: check with your system administrator and ensure that if you are using your SSO credentials, the Preview environment has also been configured for SSO. Otherwise, you must use your Workfront credentials to log in.
    The following scenarios exist:
    • If your Preview environment has not been configured for SSO, you must log in using your Workfront credentials. If you cannot remember your Workfront credentials, do the following:
      1. Ask the system administrator to reset them for the Preview environment and communicate them to you. The password they are giving you is temporary and you have to reset it the first time you log in. 
      2. With your reset credentials, try logging in to Preview again. 
      3. Reset your password. 
        NOTE The Workfront credentials expire every week on the Preview environment. We recommend resetting your Workfront credentials in the Production environment, so they can transfer to the Preview environment when the environment is refreshed. 
        For more information about resetting your Workfront password, see "Resetting Your Password."

        Or
        To permanently reset your Workfront credentials for both the Production and the Preview environments, ask your system administrator to do the following: 
        1. Login to Production.
        2. Search and find your user, then edit the information on your user profile, and deselect the Only Allow Active Directory Authentication or the Only Allow SAML 2.0 Authentication field, depending on what kind of SSO you have in your environment. This change is temporary.
        3. Click Save Changes.
        4. The system administrator should immediately edit your user profile again.
        5. Click Reset Password. 
          This is to reset the Workfront password, and not the SSO password.
          For more information about resetting credentials for another user, see "Resetting Credentials for Another User."
        6. Click Save Changes.
        7. You should now log in to Production using your Workfront username and password.
        8. Reset your password, if prompted to do so. 
        9. After you have successfully logged into the Production environment using your Workfront credentials, ask your system administrator to log in to your Production environment and find your user and edit your user profile.
        10. Select the Only Allow Active Directory Authentication or Only Allow SAML 2.0 Authentication fields. 
        11. Click Save Changes
          When the Preview environment is refreshed during the following weekend, the newly reset Workfront credentials are also refreshed and you can log in to the Preview environment using them. 
    • If your Preview environment has been configured for SSO, use your SSO credentials (the same ones you are using for Production) to log in to the Preview environment. 
      If your SSO credentials have expired, ask your system administrator how you can update them. 
    • If you have the correct username and password and you receive the error again, ask your system administrator to ensure that you have an Access Level assigned to your profile. 

NOTE Follow the same instructions for resetting credentials for a Custom Refresh Sandbox (SB01 or SB02). The only difference is that the Custom Refresh Sandboxes refresh when your system administrator decides to refresh them, and they are not scheduled to refresh weekly. 

This article last updated on 2018-06-04 15:55:05 UTC