Authentication Error - Dudley Knox Library

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Getting an authentication error?

  Read on to see how to fix it.

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Error: "The credentials you provided cannot be determined to be authentic" 

Browser settings allow users to save username and passwords, as well as history, cache, and so on. This is very helpful but at times this can cause issues. To fix it, you need to remove saved passwords, history, and cache.

Windows only

  1. To open Credential Manager, type credential manager in the search box on the taskbar and select Credential Manager Control panel
  2. Select Windows Credentials
  3. Locate a NPS credential > use drop down button > remove
  4. Select Web Credentials
  5. Locate a NPS credential > use drop down button > remove

Follow the instructions below to delete browser saved passwords, history and cache

Edge—Windows only

  1. To open Settings, select the horizontal 3 dots upper right-hand corner of screen, select Settings, Profiles, under your profile, select Sync, Turn off sync. If it reads “Turn on sync” leave the setting as is.
  2. In the left menu bar, select Privacy, search, and services
  3. Under Clear browsing data > select Choose what to clear
  4. Select All time from the time range drop-down menu
  5. Check all (Browsing history, download history, Cookies and other site data, Cached images and files, Passwords, Autofill form data, Site permissions, Hosted app data, All data from the previous version of Microsoft Edge
  6. Select Clear now
  7. If Sync was turned on, navigate to Profiles, under your profile, select Sync, Turn on sync, click Confirm at the default settings

Chrome—Windows and Macs

  1. To open settings, select vertical 3 dots upper right-hand corner of screen, select Settings
  2. Under Autofill, select Passwords
  3. Under Saved Passwords, locate a NPS credential
  4. Click the 3-dot menu and choose Remove
  5. In the left-hand menu, under Privacy and security > Clear browsing data
  6. Select the Advanced tab
  7. Select All time from the time range drop-down menu
  8. Check all (Browsing history, Download history, Cookies and other site data, Cached images and files, Passwords and other sign-in data, Autofill form data, Site Settings, Hosted app data
  9. Clear Data

Firefox—Windows and Macs

  1. To open Preferences, select the horizontal 3 lines (hamburger) upper right-hand corner of screen, select Options, then Privacy & Security
  2. Under Cookies and Site Data > Clear Data, check Cookies and Site Data and Cached Web Content > Clear
  3. Under Logins and Passwords > Saved Logins > locate a NPS credential > Remove
  4. History > Clear History > In the Time Range menu, select Everything
  5. Check all (Browsing & Download History, Cookies, Active Logins, Cache, Form & Search History, Site Preferences, Offline Website Data
  6. Click Ok

Safari—Macs only

  1. To open, in Menu Bar > Safari > Preferences > Passwords. You’ll need to enter your local administrator password to unlock.
  2. Select all NPS credentials and click the Remove button.
  3. Go to Autofill > Edit > and uncheck the User names and passwords option.
  4. Close that dialog box.
  5. Safari Menu Bar > History > Clear History.
  6. Choose All History from the drop-down menu, then click Clear History
  7. Safari Menu Bar > Develop* > Empty Caches

*if Develop does not appear on Menu Bar, go to Safari > Preferences > Advanced, then select “Show Develop Menu in menu bar”

Smart Phone

If you use your smart phone to log into NPS Web related resources (NOT DUO) you will need to remove the saved passwords, cache from the browser.  Please ask for assistance.

If you use your smart phone to check NPS email via Outlook or Macmail app you will need to delete password, please ask for assistance. 

Additional Resources

https://support.microsoft.com/en-us/windows/accessing-credential-manager-1b5c916a-6a16-889f-8581-fc16e8165ac0

https://www.cedarville.edu/insights/blog/clear-saved-passwords-remember-me.aspx

https://medium.com/macoclock/solved-safari-14-update-hides-develop-menu-after-upgrade-on-macos-catalina-da25078f26ef

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