---
title: AppEnhancer Web Access users are redirected to manual login and NTLM auto login fails
description: In OpenText AppEnhancer CE 24.4, some directory users may stop authenticating through NTLM Automatic Login and get redirected to the manual Web Access login screen, where login then fails. This can happen even when the users are active, in the correct AD groups, and other users in the same environment continue to work normally.
---
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# AppEnhancer Web Access users are redirected to manual login and NTLM auto login fails
## In OpenText AppEnhancer CE 24.4, some directory users may stop authenticating through NTLM Automatic Login and get redirected to the manual Web Access login screen, where login then fails. This can happen even when the users are active, in the correct AD groups, and other users in the same environment continue to work normally.
**Symptoms**
- Affected users are redirected to the Web Access login screen instead of being automatically signed in.
- Manual login fails for the affected users.
- IIS logs show the users authenticating successfully at the Windows level, but AppEnhancer returns a 403 on GET /AppEnhancer/api/dataSources/AX/User.
- Other users with the same permissions and group memberships continue to authenticate normally.
- In AppEnhancer, affected users may show a blank last login timestamp and no audit activity.
**Environment**
- Product: OpenText AppEnhancer CE 24.4
- Access method: Web Access / WebXtender
- Data source: AX
- Authentication model: Windows/NTLM integrated with Automatic Login
- Relevant Web Services security settings enabled:
- NTLM Authentication
- Automatic Login
- Request Full-Text License
- Anonymous user access
**Cause**
The failing users were imported against a non-native authentication provider instead of the built-in Windows provider used by working NTLM directory accounts. In the affected environment, the only meaningful difference between working and failing AE\_LOGIN records was that working users had providerid = NULL, while the failing users were tied to a non-null provider GUID.
A contributing factor in this case was that the users had originally been set up with one username and later renamed to include a middle initial. After server patching and restarts, stale user entries had to be removed, and the users then needed to be re-added under the correct usernames.
**Resolution**
1. In AE Admin, remove both the old and new user entries for the affected users.
2. Confirm the obsolete SID mappings are no longer present in the database.
3. Re-add the users using their correct, current usernames.
4. Test login again through Web Access.
After the old and replacement entries were removed and the users were re-added with the correct usernames, NTLM Automatic Login started working again and the affected users were able to sign in successfully.
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