When Starting the Client Fails

If PROLIN Smart Client fails to start, review the following common issues and solutions:

🔐 “Access denied: incorrect name or password”

  • You have entered the wrong username or password.
  • ✅ Solution: Confirm your credentials and click Sign In again.

🌐 “Failed to connect with server. Check that the application server is running.”

This message can result from several causes:

  1. No Service Desk server is running on the selected server.
    > 📞 Contact your system administrator to verify the correct server.

  2. Service Desk server is not running, even though the server is correct.
    > 🛠 Ask the system administrator to ensure the Service Desk is running.

  3. Incorrect port number used to connect to the server.
    Depending on configuration:

    • If using the standard port, enter only the server name or IP address.
    • If using an alternative port, enter:
      server_name:port_number
      Example: service-desk.company.com:8080

  4. Firewall is blocking the connection to the Service Desk server.
    > 🔒 Request that the system administrator creates a firewall exception for PROLIN Smart Client.

By troubleshooting these issues, you can usually resolve startup problems

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