Invalid password error when accessing the Knox Manage console

Environment

• Knox Manage
• Knox Admin Portal

Overview

When trying to access the Knox Manage console through the Knox Admin Portal, admins may encounter the Change Password dialog. Attempting to change the password results in the following error message under Current Password:

Alternatively, when trying to access the Knox Manage console through a direct link, admins may encounter a similar issue where the following message is displayed:

Cause

Knox Manage has multiple sign in methods:

• Through a direct link
• Through the Knox Admin Portal

Each method requires different credentials. If an admin successfully changes the password using one method, it won’t change the credentials for the other method.

Resolution

If you encounter the error message, the admin can attempt entering the credentials through the other method. If the issue persists, they must change the direct link sign-in password with the super admin account:

1. Sign in to Knox Manage as a super admin.
2. On the console, go to Setting > Administrator.
3. Select the account with the issue.
4. Click Change Password.
5. Enter a new password in New Password and Confirm Password.
6. Select Reset after Sign-in if you want to change your password again once signing in.
7. Click Save.
8. Sign out of Knox Manage.

The admin can now sign in with the updated password through the Knox Manage direct link.

If the issue persists after changing the password, submit a support ticket to request a password change.