Procedure

1. On the LDAP server, verify that the user accounts are in the correct group. Only user accounts in the approved group can access EUQ.
2. Verify LDAP and User Quarantine Access settings through the IMSS management console.
   1. Go to Administration → IMSS Configuration → Connections → LDAP.
   2. Verify all settings, especially the LDAP type and server information. If you are using Kerberos authentication, ensure that the time for all IMSS computers and the LDAP server is synchronized.
   3. Go to Administration → End-User Quarantine.
   4. Select Enable User Quarantine Access.
   5. Verify that the correct LDAP groups appear under Selected Groups and that the user account belongs to the selected groups.
3. Verify that users are using the correct logon name and password.
   For more information, see Logon Name Format.
4. Ensure the LDAP 1 and LDAP 2 servers are synchronized. If a user's account exists only on one of the LDAP servers, users will not be able to consistently log on to the EUQ management console. IMSS uses LDAP2 servers as backup for LDAP 1 servers.
5. If the issue persists even after verifying the above settings, send the log file to Trend Micro.