"The user ID or password that you entered is incorrect..." error with Windows 7 and Internet Explorer 8 (IE8) and Siebel 8.1.1.4 (Doc ID 1335446.1)

Last updated on MARCH 02, 2017

Applies to:

Siebel CRM Call Center - Version 8.1.1.4 SIA [21225] and later
Information in this document applies to any platform.
***Checked for relevance on 28-FEB-2013*** >

Symptoms

Customer upgraded from Siebel 8.1.1.2 to 8.1.1.4 by applying the 8.1.1.4 patch. They are using Windows 7 and Internet Explorer 8 (IE8). After applying the 8.1.1.4 patch they encountered the following behaviour.

When trying to log on to the Siebel application (using their laptops) using Siebel client and the local database they received following error. They only receive this error if they log on to the laptop using a non 'Local Administrator' account although the user is a member of Administrators group.

"The user ID or password that you entered is incorrect. Please check the spelling and try again".

This was very confusing for the users who got this message saying that the password was incorrect, whereas in fact the password was correct.

As a workaround, users had to perform following two additional steps in order to launch Siebel:

1. Having to Right Click 'Run As Administrator'.

2. Having to Click 'Yes' when a User Account Control (UAC) warning is displayed.

However, when logged in to the laptop as Local Administrator (as opposed to being in the Administrators group) they were able to run Siebel without any warnings or the need to click 'Run As Administrator'.

Customer did a direct comparison of Siebel 8.1.1.4 installation and 8.1.1.2 and noticed following:

In 8.1.1.4 installation:

- You ALWAYS have to run Siebel locally as administrator.
- And you ALWAYS get a User Account Control (UAC) warning.

In their existing 8.1.1.2 installation:

- You NEVER have to run Siebel as Administrator, just double-clicking the icon is sufficient.
- And you NEVER get a UAC warning or other problems.

As customer did not see this behaviour with Siebel 8.1.1.2, they suspected that this is a product defect with 8.1.1.4 (i.e. not being compatible with MS Windows 7 User Account Control) and a possible regression with 8.1.1.4.

Cause

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