Why am I receiving an “VPN username/password incorrect” error when attempting to log in to the SSL VPN?

User is unable to connect due to an incorrect username, password, or both.

User is receiving an error that their username or password is incorrect and are prompted to set a new password.

There are a few possible causes for this issue:

1. The permissions might have not been set for a new use to be allowed to SSL VPN.
2. Password might have not been set correctly.
3. Password might include too many special characters that our system cannot properly use. ## This requires review as we don't have documentation on what characters can cause issues.
4. Our authentication servers might need a synch to occur to correctly authenticate the user.

To resolve this issue, follow these steps:

1. Ensure that SSL VPN access is enabled for your user. For more information, see Activating or deactivating SSL VPN access for a user.
2. Update your SSL VPN password. For more information, see Updating a user's SSL VPN password.
3. Ensure that you are using the latest version of MotionPro. For more information, see Prerequisities.
4. Toggle your SSL VPN access from on to off, then off to on.
5. Try three different VPN endpoints in different regions. For more information, click Available VPN endpoints.
6. If you have exhausted these steps and are still running into the issue, create an IBM Support case.