User Unable to Log In to Domain

Situation: A user reports they are unable to log in to their workstation, receiving an error that states, “The user name or password is incorrect.”

Step 1: Verify User Credentials

• Action: Ensure that the user is entering the correct username and password.
  • Solution: Ask the user to log in with their credentials on another machine. If it fails, proceed to reset the password using Active Directory Users and Computers (ADUC).

Step 2: Check Username and Domain Name

• Action: Confirm that the user is providing the correct username format, especially if there are multiple domains (e.g., DOMAIN\Username).
  • Solution: Verify the user account’s login format and guide the user to use the correct format.

Step 3: Account Status

• Action: Check the user account status in Active Directory.
  • Solution: Open ADUC, locate the user account, and verify:
    • The account is not locked out.
    • The account is not disabled.
    • The password has not expired.

Step 4: Network Connectivity

• Action: Ensure that the workstation is connected to the network and can communicate with the domain controllers (DC).
  • Solution:
    • Check VLAN and switch configurations for connectivity.
    • Perform a ping test to the DC using the command prompt (e.g., ping DCName).
    • Check for any network configuration changes that might have occurred.

Step 5: DNS Configuration

• Action: Verify DNS settings on the workstation.
  • Solution:
    • Ensure that the workstation is using the correct DNS server (typically, the IP address of the DC).
    • Use ipconfig /all to check the DNS configuration.
    • Run nslookup to verify that the DC can resolve the names correctly.

Step 6: Time Synchronization

• Action: Ensure that the workstation’s time is synchronized with the domain.
  • Solution:
    • Check the current time on the workstation (date and time commands).
    • Compare with the DC’s time.
    • If the time difference is greater than 5 minutes, re-sync the workstation’s time or investigate NTP settings.

Step 7: Log Files and Event Viewer

• Action: Gather and analyze logs for any related errors.
  • Solution:
    • Check the Event Viewer on the user’s machine (Windows Logs > Security).
    • Look for Event ID 4625 (failed logon attempts) and any indications of why the login failed.

Step 8: Review Group Policies

• Action: Ensure that there are no Group Policies that might be affecting the user’s ability to log in, such as login restrictions or logon hours.
  • Solution:
    • Use the Group Policy Results Wizard (gpresult /h report.html) to generate a report and review applicable policies.

Step 9: Test Another User Account

• Action: Test with another user account on the same workstation.
  • Solution: If another user can log in successfully, the problem is likely with the original user account. If not, the problem may be with the workstation itself or a broader network issue.

Step 10: Reboot and Update

• Action: If all else fails, reboot the workstation.
  • Solution: A simple reboot can solve many issues by resetting services and processes. Also, ensure that the workstation has recent updates installed, as sometimes Windows updates can fix underlying issues.

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