DRE Console Login Error

Well it appears it is happening to all 3 of us in the department as of today. We tried clearing cache. Tried different browsers. It still says we are successfully logged in but the console says login failed. Any suggestions for what we need to do to fix this?

Did you ever resolve this? It started happening this week on my domain joined desktop. I installed a fresh copy on a regular non-domain joined desktop and same issue occurred.

Did you ever resolve this? It started happening this week on my domain joined desktop. I installed a fresh copy on a regular non-domain joined desktop and same issue occurred.

HI, are you still having the same issue? Can you try this resolution.

The cause of the message.

• DRE Security Upgrade
• New device login
• Login to unknown device

Please try the resolution and let us know if this is helpful for you.

 

Resolution

1. Login to DRE Web page or DRE Console
2. Check email for Email Subject: Take Control - Login from a new Device from mailer.dameware.re@solarwinds.com
   • If the email is not arriving, check your spam.
   • Check the email defender like Microsoft Defender for Office 365, For quick reference : Dameware Remote Everywhere (DRE) technician does not receive the email of the password reset link 
3. Click the "Whitelist this Device" to complete login.
4. Login was successful when the following prompt appears on the browser:

If a tech need to update their devices, they can do so by logging in to the DRE Web Admin Area and navigating to Profile > Identification > Security.

If the email is not received, please contact SolarWinds Technical Support.

Once configured to "Do not show again", this prompt should not appear again.

But if the prompt keeps on appearing even after checking the "Do not show again" button, please ask your DRE admin to perform the following:

1. Login to DRE Web admin page as admin
2. Go to Profile >  Identification > Security Tab
3. If Login device check is set to "Strict", set to Off and save.
4. Set to Turn Off > Logout 
5. Login > Set it back to "Strict" > Logout
6. Login > Setup Device Whitelist > Logout
7. Login > Check if the prompt still displays

After about 5 days in total, the issue resolved itself. Ever since the issue resolved itself, I haven't received anymore login alerts suggesting I whitelist system each attempt. I could login to the web interface, not the console application. I tried on Windows 10 (3 browsers) and 11 (2 browser) as well as a Windows 11 at home (2 browsers) and not joined to a domain (that last one, I installed a brand new console app). I was never able to determine the cause. I suspect the issue was related to an authentication server mishap.

The last SW rep I spoke to, I suggested they fix their alert emails, as well. At the bottom of the email, it has a hyperlink to "Contact us if you require help" that took me to n-able.com/contact for a sales pitch contact request rather than solarwings/thwack for support.