Applies To: AuthPoint Multi-Factor Authentication, AuthPoint Total Identity Security
When a user tries to log in to a computer with the Logon app installed, AuthPoint gives an error message that says User not found. This indicates that the Logon app does not recognize the user name as an authorized user.
Symptoms
- The user gets a User not found error message when they log in
Diagnostic Steps
- Make sure the computer is connected to the Internet and can resolve these host names:
- policies.authpoint.watchguard.com
- desktop.authpoint.us.cloud.watchguard.com
- Make sure that at least one login with MFA has been done since the initial installation of the Logon app.
- Review the settings you have configured in the Access for Non-AuthPoint Users section of the Logon app.
- Make sure the Logon app has a configuration file:
- Agent for Windows
- Configuration File: %WINDIR%\wlconfig.cfg
- Offline Policy Cache: %WINDIR%\drivers\etc\wlconfig.cfg
- Agent for macOS
- Configuration File: /Library/Application Support/WatchGuard/wlconfig.cfg
- Log File: /Library/Logs/WatchGuard/AuthPoint Agent/
- Agent for Windows
Possible Causes and Solutions
| Possible Cause | Solution |
|---|---|
| The Logon app could not pull updated configuration settings from AuthPoint. | Make sure the computer is connected to the Internet and can resolve these host names:
|
| The user is a non-AuthPoint user and this is the first login after the Logon app installation. | Log in with an AuthPoint user account that requires MFA, then log in as the non-AuthPoint user. The first login after the Logon app installation must use MFA so the Logon app can update the configuration file. |
| The user is a non-AuthPoint user and the Logon app resource is not configured to allow non-AuthPoint users. | Edit your Logon app resource and review the settings you have configured in the Access for Non-AuthPoint Users section. Make sure access for non-AuthPoint users is enabled for specific users or for all non-AuthPoint users. |
| The Logon app configuration file was not updated, even though the computer has Internet access and can resolve the required host names. |
Start the computer in Safe Mode and uninstall Logon App. After you uninstall the Logon app, make sure there is not endpoint protection or antivirus software that blocks the Logon app. If necessary, add exceptions for these paths: For the Logon app v4.0 and higher:
For the Logon app v3.2 and lower:
|