VERIFIED SOLUTION i

Resolve error "the server process could not be started because the configured identity is incorrect" in Potrait Visual Dialogue

Product Feature: Visual Dialog

 

Issue

The following error is displayed when trying to login to Visual Dialogue:

Error occurred when trying to connect to '<Server>' : The server process could not be started because the configured identity is incorrect. Check the username and password.
 
Visual_Dialogue_login_failure

The following error pop is displayed when trying to start the MH Dialogue Manager Service in windows Services.
 
MHDialogueService_start_failure

Cause

This happens when the Portrait Dialogue services are configured to run with an incorrect username and password.

Resolution

UPDATED: April 21, 2017
Follow the steps listed below to provide updated username and password to the Portrait Dialogue services:
  • Open Windows Services (type services.msc in a Command Prompt window).
  • Navigate to the MH Dialogue Manager Service, MH Send Message Service and MH Recieve Mail Service.
  • Right click on the three services in turn and select Properties.
  • Navigate to Log On tab in Properties window and provide updated username and password.
  • Restart the service
Note: As good practice, it is advised to create a separate User (in Windows Server) for running the Portrait Dialogue services, with a password that never expires.