Sign-in problems¶
Troubleshooting — Signing in to Herzog CAB fails
Herzog CAB requires you to sign in before opening the workspace — with the account user (standard case since 2.0), for dongle installations locally with login and password or via Microsoft Entra ID. You will find the basics of signing in under Sign in and sign out.
Sign-in with the account user (desktop app, web app, licence portal)¶
"E-mail address or password is not correct." Check the address and the Caps Lock key. You reset the password yourself via Forgot password on the sign-in page of the licence portal — the link is valid for one hour. The new password also applies immediately to the desktop and web app.
The "Code from the authenticator app" field appears. Not an error: the second factor is set up for your user. Enter the current six-digit code — in the desktop app into the six boxes, which check it themselves after the sixth digit (Sign-in). If the code is not correct, check the time on your phone; if the app has been lost, Herzog resets the second factor (support).
"This user is deactivated." An administrator of your account has deactivated the access in the licence portal — see Invite and manage users.
"Too many failed attempts. Please try again later." The licence server slows down after several failed attempts. Wait a few minutes.
"The licence server cannot be reached … Only users who have already signed in online on this computer can sign in offline." Without a connection, the desktop app only lets in users who have already signed in online on this computer — with the password from that time. Check the connection or sign in with such a user. From version 2.1.2 the same applies when the licence server only returns an error page during maintenance (HTTP 502, 503 or 504); older versions stopped with "The licence server responded with HTTP 503."
Invitation link expired. The link from the invitation email is valid for 14 days. Open the expired link anyway: on the page This invitation has expired, Send a new invitation sends a new invitation to your address. Or an administrator renews the invitation in the licence portal under Users. If you have since received a reminder or a new invitation, only its link is valid.
The web app reports "All seats of this account are currently taken". All seats of the account are occupied, in the program or in the browser. A seat is released as soon as a colleague closes Herzog CAB or signs out of the web app, on the web at the latest after 15 minutes without activity. The licence portal shows who is currently working. An administrator orders more seats under Subscription and order.
After signing in, "No access to the web app" appears. The account lacks a subscription with the web app, or the trial has expired. See Subscription and order.
Local sign-in (login and password) — dongle installations¶
"Login or password is incorrect." Check upper/lower case and the Caps Lock key. Only an administrator can reset your password – see My profile.
"Too many failed attempts. Please try again later." After five failed attempts, Herzog CAB locks the account for a short time to make automated password guessing more difficult. Wait a few minutes and try again.
"This account is deactivated." An administrator has blocked the access. Contact them – see Manage users.
"This account signs in through a different provider." Your account was created as a Microsoft Entra or LDAP account and therefore has no local password. Instead, sign in via Sign in with Microsoft or via your company/domain account.
Sign-in with Microsoft Entra ID¶
The browser does not open¶
By default, Herzog CAB opens the Microsoft sign-in in its own compact sign-in window (not in a normal browser tab). If no Chromium-based browser (Edge, Chrome …) is set as the default or it cannot be started, Herzog CAB falls back to the default browser in a normal tab. If this also fails, the following appears:
"The browser could not be opened."
- Check whether a default browser is set in Windows (Settings → Apps → Default apps).
- As a test, open any website manually to check the default browser.
Timeout or cancellation¶
"Timed out during Microsoft sign-in." You left the Microsoft sign-in window open for too long. Click Sign in with Microsoft again and sign in promptly.
"The Microsoft sign-in was cancelled." The sign-in window was closed before the sign-in was completed. Try again.
In both cases, check the internet connection – the sign-in needs
access to login.microsoftonline.com.
"This Microsoft account is not enabled for Herzog CAB."¶
This message means: your Microsoft account was successfully signed in at Microsoft, but Herzog CAB does not know it – there is neither a matching local account nor may a new one be created automatically.
Only an administrator can resolve this
Ask your administrator to check one of the following options under System administration → Authentication:
- Is "Create account automatically on first login (JIT)" activated? Without this option, your account must be created manually in advance.
- Is your Entra group stored in the "Entra group → role" table, so that you automatically receive the right role when you sign in?
- Is a default profile stored, to which new accounts are automatically assigned?
"Microsoft sign-in is not configured."¶
Sign-in with Microsoft Entra ID has not yet been set up for this installation. An administrator sets it up under System administration → Authentication (directory/tenant, client ID) – see Authentication (Entra ID / LDAP).
"A local account with this name already exists."¶
Your Microsoft sign-in name matches an existing local account. For security reasons, Herzog CAB does not automatically take over a local account for the Microsoft sign-in. An administrator must rename or dissolve the local account before you can sign in with Microsoft.