> Source: [sk98260](https://support.checkpoint.com/results/sk/sk98260)

# sk98260 - User sometimes unable to authenticate to Remote Access VPN or Mobile Access Portal and receives "username or password is incorrect" message

| Property | Value |
|----------|-------|
| Solution ID | sk98260 |
| Date Created | 2014-01-22 |
| Last Modified | 2023-02-22 |
| Technical Level | Advanced |
| Products | Security Gateway |
| Versions | R81.20, R81.10 (EOS), R81 (EOS) |
| OS | Windows, Android, iOS, Gaia |

## Symptoms

- User sometimes unable to authenticate to Remote Access VPN or Mobile Access Portal and receives "username or password is incorrect" message.

## Cause

When a user resides on more than one domain that has an Account Unit configured in SmartDashboard, the system accepts the first domain controller's response, **as definitive**. This behavior is most often seen when a user's password is different on both domains.

## Solution

This solution requires authentication. Please log in to view the full solution.

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