Error: "Authentication failure: Unable to create external user account needed to complete login"
03/26/2020 26 13473
DESCRIPTION: Customers may experience issues with new users not being able to connect to the SSL VPN, getting the following error message: "Authentication failure: Unable to create external user account needed to complete login. Please contact your administrator". However, existing users that were already created inside the SRA may be able to connect.
CAUSE: The main reason why this could happen is due to a improper firmware installation, especially after a downgrade. Please note that downgrading firmware is not supported.
After it has been determined that a downgrade has been performed the only solution is to boot the SRA/SMA appliance to a currently supported firmware with factory defaults settings. From there, one of two steps can be performed:
If available, import a known good backup configuration file that was exported on equal or lower firmware, and has settings that never went through a 'downgrade',
Rebuild the settings manually.
Note: "import of a known good backup configuration file" means that if you boot the SonicWall to a lower version of firmware with factory defaults, you cannot import a settings file that has already gone up to a higher version of firmware at any point.