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What to do when login no longer works?

This guide helps you if you can no longer log into KentixONE. Go through the checks calmly. This way you'll quickly find out if it's a usage, device or permission issue - and how to regain access.

Prerequisites​

  • Access to the affected device/browser in the same network
  • If available: Login credentials of other users (e.g. admin, operator)
  • Ability to start/restart device (power supply/PoE)
  • Optional: Contact to responsible administrator/service provider

Overview​

  • First exclude simple causes (typos, keyboard layout, browser auto-fill encapsulation etc.).
  • Check if another user or administrator can log in.
  • Check if login works on another end device/browser.
  • Power cycle the device once and try again.
  • If still no login possible, there are two ways: Device reset with reconfiguration or a recovery file (SSH) via support.

Step-by-Step Guide​

1. Check the obvious​

  1. Type password carefully; pay attention to upper/lower case.
  2. Check if keyboard layout (DE/EN) is correct - especially for special characters.
  3. Temporarily disable browser auto-fill and enter password manually.
  4. If using password manager: Verify entry or save again.
  5. If you have more Kentix devices: Try logging in to another device.
info

Login credentials cannot be changed centrally by Kentix. Only authorized persons with rights within your system can change passwords/users. Additionally, we cannot view passwords or have them stored in any database.

2. Test another user​

  • Try logging in with another user account.
  • Can the administrator log in? If yes, your user data may have been changed.
  • Ask the administrator to reset your password.

3. Use another device/browser​

  • Test login on another end device (PC/notebook/tablet) and with a second browser.
  • Try browser cache/private mode to rule out local issues.

4. Restart device​

  • Power cycle the device once (disconnect PoE port/power supply, wait 10-20 seconds, reconnect) and test login again.

5. If still no login possible​

There are two options to get back into the system:

  1. Reset device to factory settings and reconfigure afterwards.
  • Quick, but configuration is lost and must be rebuilt or restored from backup.
  1. Recovery via recovery file (SSH) together with support.
  • With additional effort, a recovery file can be created that activates SSH. Together with support, the password can be reset to the default password to regain access.
  • For this option, please contact support and note the following checklist to ensure your request can be processed quickly: Support Request Checklist.
warning

Before a reset, make sure you have all relevant information/backups. A factory reset removes the current configuration.

Tips & Tricks​

  • Keep admin credentials safe and redundant (e.g. password-protected team vaults).
  • Create at least two administrative accounts to avoid single point of failure.
  • Document changes to user rights and passwords traceably.

Troubleshooting​

  • Login only fails on one device: Clear browser cache, disable auto-fill, check different keyboard layout.
  • Login works with admin but not user: Check permissions/account lock; reset password.
  • Device not responding: Check network/PoE/power supply; power cycle if necessary.

Glossary​

  • Admin: User with full rights to manage accounts and configuration.
  • Recovery file: Special file that temporarily activates SSH for support purposes to enable recovery measures.
  • Factory reset: Reset device to delivery state. All configurations are removed.
  • Single point of failure: A critical vulnerability in a system where a single failure is sufficient to disable the entire system or a substantial part of it.