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NTT TX Corporation

How to Handle Authentication Errors when Connecting

Getting Started

When connecting to MagicConnect, if your user ID and/or password are incorrect, or you are using an unregistered terminal, you will see an authentication error message.

*The reference codes shown for authentication errors are 283/291/293. (If you are using an older version of MagicConnect, you will not see a reference code.)
If you see any message other than an authentication error, please refer to "Reference codes and handling procedures."

For security purposes, the reason for the authentication error will not be shown in the message. Please check the Administration Functions for account managersClick to show details.

Steps for checking and handling authentication errors from Administration Functions for account managers

This section covers the steps for checking and handling authentication errors from Administration Functions for account managers.

Step 1

Access the Administration Functions for account managers.

View Administration Functions here

* For general usersClick to show details contacting an account manager about the reason for an authentication error, please provide the following three pieces of information.

  • The MagicConnect username
  • Whether the error occurred with a remote deviceClick to show details or target PCClick to show details
  • The time of the authentication error

Step 2

From the Access history screen, select "Viewer and client" for Type and "All connections" for Authentication result, then click "Update" to view the full history.

*For details on how to use Administration Functions, refer to the "Cloud Service Administration Functions User's Manual (For Account Managers)."

Step 3

Check the access history's "Authentication result" that matches the three pieces of information from [Step 1].
("Viewer" in the Type column means a remote device; "Client" means a Target PC.)

Step 4

Check the following items to handle different "Authentication results."

List of responses to each authentication error

If an authentication error cannot be displayed through Access history in Administration Functions:

Open
ExplanationThe MagicConnect server or username is incorrect.
ResponseCheck and enter the correct server and username.
Reason for authentication error

"The password sent from MC Viewer does not match the password registered with the server."

Open
ExplanationAn incorrect password was entered for the Viewer program for use on the remote deviceClick to show details or for MC Assist.
ResponseEnter the correct password.
Reason for authentication error

"The password sent from MC Client does not match the password registered with the server."

Open
ExplanationThe password entered for the Client program for use on the Target PCClick to show details is incorrect.
ResponseEnter the correct password.
Reason for authentication error

  • "Connection from NDL is not allowed by User Management."
  • "Connections from XDL is not allowed by user management."

Open
ExplanationThe user is using a product that is not allowed.

The product types shown in the message refer to the following:
  • "NDL" means USB type NDL/Fingerprint Authentication type NDL
  • "XDL" means USB type XDL/Fingerprint Authentication type XDL
ResponseUse a correct combination of USB key and account.
Reason for authentication error

  • "Connection from NDL.S is not allowed by User Management."
  • "Connections from XDL.S is not allowed by user Management."

Open
ExplanationThe user is using an incorrect product.

The product types shown in the message refer to the following:
  • "NDL.S" means Terminal Authentication type NDL or Mobile (Windows)
  • "XDL.S" means Terminal Authentication type XDL
ResponseCheck that a correct product is in use.

Download set-up packages for each product type
Reason for authentication error

"Connection from MC Client is not allowed by User Management."

Open
ExplanationThe user is using a "Device dedicated account" with the Target PCClick to show details.
A "Device dedicated account" is an account that only allows a remote deviceClick to show details to connect to the MagicConnect server. Connection to the server with a Target PC is not possible.
ResponseUse an account that allows connecting with a Target PC.
Reason for authentication error

"This USB key cannot be used with this username."

Open
ExplanationThe user is connecting with a USB key that he/she cannot use.
ResponseUse a correct combination of USB key and account.
Reason for authentication error

"Connection has been denied due to MAC address restriction."

Open
ExplanationThe user is using a terminal other than the one allowed in the MAC address restrictions.
ResponseCheck the MAC address restrictions from "User Management" in the Administration Functions for account managers and follow one of the following options.
  • Use an allowed terminal.
  • Under "User Management," allow connections from the terminal this user is using.
Reason for authentication error

"Connection has been denied due to IP address restriction."

Open
ExplanationThe user is connecting from a global IP address other than the one allowed in the IP address restrictions.
ResponseCheck the IP address restrictions from "User Management" in the Administration Functions for account managers and follow one of the following options.
  • Connect from a network with an allowed global IP address.
  • Under "User Management," allow connections from the global IP address on the network the user is using.
Reason for authentication error

"Unable to establish the connection since the Terminal Authentication info registered with the server does not match the info of the connecting device."

Open
Explanation
  • This message appears when connecting from a terminal other than the one matching the registered Terminal Authentication info.
  • When using an iPhone/iPad, this message appears if, after registering Terminal Authentication info, you delete the remote device’sClick to show details Viewer program and then reinstall.
Response
  • Use the terminal matching the registered Terminal Authentication info.
  • If using a terminal not matching the registered Terminal Authentication info, or if you reinstalled the Viewer program, reset the terminal authentication information from "User Management" under Administration Functions for account managers.
Reason for authentication error

"Connection from an MC Viewer that does not support Terminal Authentication is not allowed by User Management."

Open
ExplanationThis message appears if, after registering Terminal Authentication info for a "Terminal authentication type" or "Mobile type," you delete the remote device'sClick to show details Viewer program and then reinstall.
ResponseReset the user's device authentication information from "User Management" under Administration Functions for account managers.
Reason for authentication error

"Connection from a security check-enhanced MC Viewer is not allowed by User Management."

Open
ExplanationThe user is connecting from the remote deviceClick to show details Viewer program's Plus edition (mc_viewer_plus.exe), which he/she cannot use.
Response
  • For USB type, use a correct combination of USB key and account.
  • For Terminal Authentication type, install a non-Plus Viewer program.
  • For Mobile (Windows), install the Mobile (Windows) Viewer program.

Installing the Viewer program
Reason for authentication error

"Connection from an MC viewer without security check function is not allowed by User Management."

Open
ExplanationThe user is connecting from the remote deviceClick to show details Viewer program's non-Plus edition (mc_viewer.exe), which he/she cannot use.
Response
  • For USB type, connect with the Plus edition of the Viewer program (mc_viewer_plus.exe).
  • For Terminal Authentication type, install the Plus edition Viewer program.

Installing the Viewer program

*To allow connections from a non-Plus Viewer program (mc_viewer.exe), tick "Allow to use with non-Plus (....)" to activate this option from "User Management" under Administration Functions for account managers.