ERROR: "Failed to Authenticate" when attempting to login to Passportal Mobile App

Last Modified

Tue Oct 13 18:37 GMT 2020

Description

  • When a particular user attempts to use the Mobile App, it says "Failed to authenticate."
  • User is Active, and can login to the Passportal dashboard.
  • User is assigned a Permission Level with restricted permissions.

Environment

  • N-able Passportal
    • Mobile App

Solution

  • The permission "Plugin Access" is a required permission in order to use the Passportal Mobile App.
  • To add Plugin Access to a Permission level:
  1. Login to Passportal
  2. Navigate to Access Control > Permission Levels
  3. Select the ellipsis (three dots) on the right side of the Permission Level under the Actions column, and select Edit Permission Level
  4. Select Edit
  5. Select Plugin Access under Available list on the left, and move it over to the Assigned permissions on the right by selecting the single arrow pointing to the right (Move selected).
  6. Select Assign