Are you getting or has the Agent described to you in the Livedesk that they are getting the - 'User Authentication Error'? If so, then before submitting the ticket to Sensee IT ServiceDesk, check and see if yourself/the agent has first followed the process below to reset their own VPN password.
And if they still cannot log in to VPN after several failed attempts then raise the ticket and put in the subject title of the ticket being raised:- VPN Password Reset OR Select the categories in the Exception tool: Credentials>Sensee >Credentials.... (Select appropriate)
Did you know that all Sensee Staff can reset their own VPN passwords? They can do this by visiting website - https://pmp-brk.sensee.co.uk
The first message that may appear when accessing the website states "There is a problem with this website’s security certificate." Click on the option "Continue to this website (not recommended)." to take you to the next page containing the fields to be completed.
You will be presented with a page asking for the below:
Domain\username: sensee\firstname.surname
Current password: [This will be the password you last remember using for VPN]
New password: [Set a new password]
Confirm new password: [Confirm new password]
Please remember that your password has to be a minimum of 8 characters long with Upper and Lower case numbers or special characters and can not be the same as a previous password.
This can take up to 15 minutes to sync over the systems
Every 90 days an email alert gets sent out to all user in advance warning explaining that their VPN password is due to expire. They should often check emails in their inbox and attempt to change the VPN password prior to the date it expires as explained in the email, otherwise, their VPN account will automatically be locked out and a ticket to Sensee IT ServiceDesk will be required to unlock and reset.