Authentication Failed! Try with another link or check your connection!

I received the email; "Fing Desktop Beta now available for you."
I am trying the Desktop Beta and this is the message I receive when authenticating in Fing and reopening the app; "Authentication Failed! Try with another link or check your connection!"

Answers

  • RobinRobin Administrator Posts: 2,081
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    admin
    Thanks @colormar for the feedback. Can you share your feedback on this thread and check for some useful information: https://community.fing.com/discussion/2584/installation-and-authentication-issue#latest

    Robin (Admin at Fing)
    Getting Started? Please refer to Community guidelines & Community User Guides("Helping Hand"). HAPPY POSTING!!!
  • JCLiouJCLiou Member Posts: 7
    First Comment
    I did installation of Fing Desktop on Windows 7.  I could log in to my account on Chrome.  However I could not open the app even I did my account authentication.  It continues to show "Authentication Failed" and requests to sign in again.  What should I do?  Fing Desktop version is 1.3.1.  Thanks.
  • RobinRobin Administrator Posts: 2,081
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    admin
    JCLiou said:
    I did installation of Fing Desktop on Windows 7.  I could log in to my account on Chrome.  However I could not open the app even I did my account authentication.  It continues to show "Authentication Failed" and requests to sign in again.  What should I do?  Fing Desktop version is 1.3.1.  Thanks.
    Can you try to make some other browser as your default browser and then reboot the device and then try again? Thanks
    Robin (Admin at Fing)
    Getting Started? Please refer to Community guidelines & Community User Guides("Helping Hand"). HAPPY POSTING!!!
  • JCLiouJCLiou Member Posts: 7
    First Comment
    Yes.  I tried to use Internet Explorer 11 instead.  And I signed in correctly.  But once I press the 'OPEN FING WINDOW' buttom and follow the prompts, the same message "Authentication Failed! Try with another link or check your connection!" showed up again!  This a cyclic request with no ending...just like the Groundhog Day!  How do I solve this?  I have upgraded to v1.3.2 already.

  • RobinRobin Administrator Posts: 2,081
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    admin
    JCLiou said:
    Yes.  I tried to use Internet Explorer 11 instead.  And I signed in correctly.  But once I press the 'OPEN FING WINDOW' buttom and follow the prompts, the same message "Authentication Failed! Try with another link or check your connection!" showed up again!  This a cyclic request with no ending...just like the Groundhog Day!  How do I solve this?  I have upgraded to v1.3.2 already.

    Thanks for your feedback. if restart PC haven't help to resolve this behaviour, these commands may be useful to windows (to launch from Command Prompt as administrator):
    Step normal case
      • Stop service command: sc stop Fing.Agent
      • Start service command: sc start Fing.Agent
    Fing agent needs the Windows libraries which are installed with the WinPcap package during FingDesktop installation, it used to make packet capture and filtering useful our engine to protocol analyzers and network monitors.
    Fing agent service cannot work properly without the correct installation of WinPcap. 

    Please open command prompt and return the output:
    • sc query npf

    it's useful to understand if the WinPcap has been installed correctly and it is running properly.
    Robin (Admin at Fing)
    Getting Started? Please refer to Community guidelines & Community User Guides("Helping Hand"). HAPPY POSTING!!!
  • JCLiouJCLiou Member Posts: 7
    First Comment
    Thanks, Robin.  Here I got the log as follows.  The issue persisits.
    Microsoft Windows [Ver. 6.1.7601]
    Copyright (c) 2009 Microsoft Corporation.  All rights reserved.
    C:\Windows\system32>sc stop Fing.Agent
    SERVICE_NAME: Fing.Agent
            TYPE               : 10  WIN32_OWN_PROCESS
            STATE              : 3  STOP_PENDING
                                    (STOPPABLE, NOT_PAUSABLE, ACCEPTS_SHUTDOWN)
            WIN32_EXIT_CODE    : 0  (0x0)
            SERVICE_EXIT_CODE  : 0  (0x0)
            CHECKPOINT         : 0x0
            WAIT_HINT          : 0x0
    C:\Windows\system32>sc start Fing.Agent
    SERVICE_NAME: Fing.Agent
            TYPE               : 10  WIN32_OWN_PROCESS
            STATE              : 2  START_PENDING
                                    (NOT_STOPPABLE, NOT_PAUSABLE, IGNORES_SHUTDOWN)
            WIN32_EXIT_CODE    : 0  (0x0)
            SERVICE_EXIT_CODE  : 0  (0x0)
            CHECKPOINT         : 0x0
            WAIT_HINT          : 0x7d0
            PID                : 6832
            FLAGS              :
    C:\Windows\system32>sc query npf
    SERVICE_NAME: npf
            TYPE               : 1  KERNEL_DRIVER
            STATE              : 4  RUNNING
                                    (STOPPABLE, NOT_PAUSABLE, IGNORES_SHUTDOWN)
            WIN32_EXIT_CODE    : 0  (0x0)
            SERVICE_EXIT_CODE  : 0  (0x0)
            CHECKPOINT         : 0x0
            WAIT_HINT          : 0x0
  • RobinRobin Administrator Posts: 2,081
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    admin
    Hi @JCLiou
    Can you send me the log files as well?
    TO SHARE LOG FILES:

    Share the agent log: To access the agent log files:

      1. Click on the Fing Desktop version in the bottom-left hand side of the screen

      2. This will display two folders to open. We will need specific files from each of these folders.

      3. Firstly, click on 'Open App Log Folder'

      4. When the folder opens, we will now need to compress and share the log.log file (titled 'log' - all lowercase). To compress and share: right click on the file; choose 'Send to' & then choose 'Compressed zip folder'.

      5. Please attach both compressed files to your e-mail response to us.

    Robin (Admin at Fing)
    Getting Started? Please refer to Community guidelines & Community User Guides("Helping Hand"). HAPPY POSTING!!!
  • JCLiouJCLiou Member Posts: 7
    First Comment
    I'm afraid that I don't follow. Do you mean launching Fing from the 'start' button? That did not work out. It behaves the same. Without passing the 'Authentication Fail' road block, Fing cannot be launched. Please instruct me how to send the file as well. Thanks.
  • RobinRobin Administrator Posts: 2,081
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    admin
    JCLiou said:
    I'm afraid that I don't follow. Do you mean launching Fing from the 'start' button? That did not work out. It behaves the same. Without passing the 'Authentication Fail' road block, Fing cannot be launched. Please instruct me how to send the file as well. Thanks.
    You can check in system tray if FIng Desktop is present and open the application from there and then share the log files here after compressing them as per the steps provided above.
    Robin (Admin at Fing)
    Getting Started? Please refer to Community guidelines & Community User Guides("Helping Hand"). HAPPY POSTING!!!
  • JCLiouJCLiou Member Posts: 7
    First Comment
    OK.  I could launch Fing Desktop from the system tray.  And the response is still the same.  I only get to the following screen.  Where should I find the folders as you mentioned?

  • RobinRobin Administrator Posts: 2,081
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    admin
    Hi @JCLiou
    Can you upgrade to the latest version and then check if you are still facing the same problem? Thanks
    Robin (Admin at Fing)
    Getting Started? Please refer to Community guidelines & Community User Guides("Helping Hand"). HAPPY POSTING!!!
  • JCLiouJCLiou Member Posts: 7
    First Comment
    I downloaded Fing 1.4.0 and it behaves the same.  BR  --JC
  • RobinRobin Administrator Posts: 2,081
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    admin
    JCLiou said:
    I downloaded Fing 1.4.0 and it behaves the same.  BR  --JC
    Can you completely uninstall the Fing Desktop and then reboot the device and then download a fresh version of the Fing Desktop to check? Also, Can you DM me the Fing email address you are trying to use and the browser on which you are trying to login so I can check?
    Robin (Admin at Fing)
    Getting Started? Please refer to Community guidelines & Community User Guides("Helping Hand"). HAPPY POSTING!!!
  • JCLiouJCLiou Member Posts: 7
    First Comment
    The issue remains after I did as instructed.  How I mail you?  BR  --JC
  • RobinRobin Administrator Posts: 2,081
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    admin
    Hi @JCLiou
    You can send me a DM with log files. 

    You need to go to the location of the Fing Desktop folder and get the log files manually. You need to share the log.log file from the app log folder. And, fing-agent.log file (without any number after 'agent') from the service log folder. To do this, go to this location by putting the address under ‘Run’ window (Press CTRL+R to open)

     

    1)    C:\Users\<USER>\AppData\Roaming\FingAgent\Log (Service Log Folder)

    2)    C:\Users\<USER>\AppData\Roaming\Fing (App Log Folder)


     
    And, please send the information on what is returning by typing this URL "http://127.0.0.1:48080/getFingagentinfo" on your browser? 


    Robin (Admin at Fing)
    Getting Started? Please refer to Community guidelines & Community User Guides("Helping Hand"). HAPPY POSTING!!!
  • FrancoStuartFrancoStuart Member Posts: 1
    First Comment

    I have the same problem (Tengo el mismo problema) :(((
  • RobinRobin Administrator Posts: 2,081
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    admin

    I have the same problem (Tengo el mismo problema) :(((
    Can you try to make some other browser as your default browser and then reboot the device and then try again? Thanks
    Robin (Admin at Fing)
    Getting Started? Please refer to Community guidelines & Community User Guides("Helping Hand"). HAPPY POSTING!!!
  • MartinoPMartinoP Member Posts: 4
    Photogenic First Comment
    I have the same problem, the agent log repeats this two lines (one at startup and the other every time I try to login): 
    HeartBeatEngine | Unable to find a valid network interface
    Client Account verification failed: authentication failure!!!
    (i tried both logging in opening the app after logging on chrome and copying the link code and clicking on the app itself)

    (restarting the service with
    sc stop Fing.Agent
    sc start Fing.Agent
    
    didn't fix it, reinstalling the program didn't fix it)

    sc query npf
    returns this:
    NOME_SERVIZIO: npf
    TIPO                   : 1  KERNEL_DRIVER
    STATO                  : 4  RUNNING  
                         (STOPPABLE, NOT_PAUSABLE, IGNORES_SHUTDOWN)
    CODICE_USCITA_WIN32    : 0  (0x0)
    CODICE_USCITA_SERVIZIO : 0  (0x0)
    PUNTO_CONTROLLO          : 0x0
    INDICAZIONE_ATTESA     : 0x0

  • RobinRobin Administrator Posts: 2,081
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    admin
    Hi @MartinoP
    If possible please uninstall the older version of WinPcap and then uninstall the Fing desktop and install the latest version of Win10Pcap from here and then install the Fing desktop and then check if the issue persists?
    Robin (Admin at Fing)
    Getting Started? Please refer to Community guidelines & Community User Guides("Helping Hand"). HAPPY POSTING!!!
  • MartinoPMartinoP Member Posts: 4
    Photogenic First Comment
    But the page says that WinPcap is not supported on Windows 10 and that I should use Npcap instead..
  • RobinRobin Administrator Posts: 2,081
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    admin
    MartinoP said:
    But the page says that WinPcap is not supported on Windows 10 and that I should use Npcap instead..
    You can install the Npcap or instal Win10Pcap from here: http://www.win10pcap.org/. Both should work
    Robin (Admin at Fing)
    Getting Started? Please refer to Community guidelines & Community User Guides("Helping Hand"). HAPPY POSTING!!!
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