Unable to Unlock Windows Client with PG Desktop Installed

Owned by Larry Conroy, created
Nov 10, 2023

Problem

You’re not able to unlock your Windows client with PG Desktop installed. During the unlock process, you provide correct credentials and possibly a 2nd factor One Time Password, but PG Desktop won’t acknowledge they are correct or simply notes that you have provided an “Invalid Username”.

Solution

Configure the Resolution tab of the PortalGuard user repository to accept a prefix on the submitted username.

  1. This solution applies to PGDesktop 6.6.X.X and later.

  2. The ‘Username Prefix’ field must be set as the customer’s NetBIOS-style AD domain with a trailing backslash.

  3. Here is the location for that field in the PG on-prem PortalGuard Configuration Editor:

     

  4. Here is the location for that field in the PG IDaaS Admin Panel:

  5. If the Username Prefix change doesn’t resolve the issue, make the following Registry change on the Windows client where PGDesktop is installed. Set the ‘RevertWin10Unlock’ variable to 1 under the HKEY_LOCAL_MACHINE\SOFTWARE\PistolStar\PortalGuard registry hive.