Troubleshooting: User Authentication Error

When signing in to SmartVault, you may get an error message that says, "The Operation Being Requested was not Performed Because the User has not been Authenticated."

The most common causes of this error are:

  • Your SmartVault password contains a special character, such as a colon (:) or semicolon (;). The native Microsoft Windows WebDAV client does not support these special characters that the SmartVault Drive uses.
  • You've recently updated your password, which is still cached in the SmartVault Drive.

Fixing Authentication Error

To resolve this issue, change your SmartVault password and make sure it doesn't contain a colon (:) or semicolon (;) character.

If you still have issues signing in, follow these steps:

  1. Open the SmartVault Launchpad on your computer.
  2. In SmartVault Drive, click Disconnect Drive.
  3. Click SmartVault Drive.
  4. Enter your Email and the new Password for SmartVault.
  5. Click OK.
  6. Right-click the SmartVault icon in the system tray and select Map SmartVault Drive.

It should ask you for your credentials again; type your username and password, and the Drive should map correctly.

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