Knowledgebase
NHS user, device prompting for password details that are not accepted
Posted by Adam Palmer on 20 Aug 10 02:46 PM

Scenario: NotifySync is prompting you for an authentication password. You are an NHS mail user. When you enter your username and password details, they are accepted briefly but the authentication password page reappears.

Possible reasons:

1. You were forced to change your password by the NHS system, and you did not update the device with your new password.

If you enter your new password on the device shortly after changing the NHS system password, it should be accepted. If you leave it too long, the NHS system can lock your account out due to too many failed logon attempts. See point 2 below.

2. Your NHS account has been locked out.

This is usually due to too many failed logon attempts or your account is currently in a password change state, i.e. waiting to force you to change your password next time you log on.

If you suspect your NHS account may be locked out, log on to NHS webmail at https://web.nhs.net with your username and password. If your account is locked out or you need a password change, you will be informed of this.

If your account is locked out, contact Connecting for Health to get the account unlocked. Unfortunately we cannot do this for you.

If your account needs a password change, you will be prompted for your new password. Once you have changed it, immediately enter the same details in NotifySync. This can be done either on the pop up authentication page or:

  • Open NotifySync
  • Pop up the menu
  • Select Preferences
  • Select Account Settings
  • Scroll down to the username section. Make sure your username is set correctly, and enter your new password in the two password lines, Password and Confirm Password. Make sure that the domain name is completely empty and not set to nhs.net
  • Back out and save the change

If you are entering this on the pop up authentication page, please note that the correct format of the NHS account information is as follows:

Username [your full NHS email address]

Password [your current NHS password]

Domain [leave this blank]

Note - it is important that the domain field is blank/empty and not set to nhs.net - although logically it sounds correct to set it to nhs.net, the NHS servers will not accept it.

3. You are running an older version of NotifySync (prior to v4.7) and an enforced password change has caused the device to stop accepting your password information.

See this guide for more information: https://kb.londonweb.net/index.php?/Knowledgebase/Article/View/125/0/

4. Your NHS webmail is working fine, but NotifySync won't accept the details and keeps reprompting for the authentication information.

If you have checked your login as shown in point 2 above, and set the same information in the Account Settings section of point 2 above, and it is still not accepted, check the following:

NHS passwords have to have a certain level of complexity. When attempting to enter this same complexity (an example of this would be a password requirement of upper case and lower case mix, at least one number, at least one symbol etc) on the Blackberry, it is easy to make a mistake when entering the password due to the sometimes difficult methods required to enter symbols and case sensitive information on Blackberry keyboards. Once the password is entered on the Blackberry it is difficult to say that it does indeed match your NHS password as it is shown as ********.

To verify that you are getting the password result you expect, type the password into any other field on the account settings screen that shows the entered information in regular non-starred text. If it looks good, delete it and enter it again in the password field, if not then determine the cause of the erroneous entry. In our experience this is normally due to confusion on Blackberry keyboards between the shift and Alt keys and the result they give when pressed with other keys on the device.

If you are now 100% sure you have the correct username and password, the NHS webmail is working fine but the details are still not accepted, please remove your existing registration and re-register your account as shown in this guide: https://kb.londonweb.net/index.php?/Knowledgebase/Article/View/29/0

Last updated: 27/11/12 

 


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