Resolving login issues

This article covers common reasons why you may be unable to log in to VSA 10 and explains how to resolve each one.

Problem statement

When attempting to log in to VSA 10, you may encounter an error that prevents access. This can occur for any of the following reasons: you have entered incorrect login credentials, your account has been deactivated by an administrator, or the VSA 10 server license has expired. The error message displayed at login identifies which of these conditions applies, and the resolution steps below address each scenario.

Resolution

To resolve this issue, identify the error message you received and follow the corresponding steps:

Invalid username and/or password

If you receive the error Invalid Username and/or Password when attempting to log in, verify the following:

  1. Confirm you are logging in to the correct domain — for example, https://companyname.vsax.net/.
  2. Confirm you are using the correct username. If needed, click Forgot Credentials on the login page to recover your username.
  3. Confirm you are using the correct password. If your password needs to be reset, refer to Reset your password.

After verifying your credentials, attempt to log in again.

Account 'username' is not active

If you receive the error Account 'username' is not active, your user account has been deactivated.

  1. Contact your VSA 10 administrator and request that they reactivate your account.
  2. Once your administrator confirms your account is active, attempt to log in again.

NOTE  Only a VSA 10 administrator can reactivate a deactivated account.

Server license expired, please reach out to your account manager

If you receive the error Server License Expired, Please Reach Out to Your Account Manager, the license for the VSA 10 server you are trying to access has expired.

  1. Contact your Kaseya Account Manager to renew the server license.
  2. Once the license has been renewed, attempt to log in again.

NOTE  Only a Kaseya Account Manager can renew an expired server license. If you are unsure who your administrator or account manager is, contact Kaseya Support.