Please check following things before reaching out to support team -
- Whether AD user is imported in SapphireIMS and have license. Also, check whether it is marked as deleted user in SapphireIMS as deleted users won’t be allowed to login
- Make sure user is present in AD
- Whether AD port is accessible from SapphireIMS application
- Whether AD credentials getting used for user import and authentication are correct
- Whether user credential are correct, if not please perform password reset activity using our self service
- Whether Single Sign on/ AD authentication setting key is enabled in SapphireIMS. This is required if users have to authenticated against AD