Who is this article for?

Administrators responsible for user management.

Administrator permissions are required to resolve the issue.

A user opening the desktop application might see the error message:  “A valid user could not be found matching the identity domain\username".  This article explains why the error occurs and how to resolve it.

Issue

When you open the application, it checks your network username against its user database. If your username isn't found as an active Identity, you'll see “You are not authorized to use this application”:

Clicking "More details" shows: "A valid user could not be found matching the identity domain\username"

The good news is that the application launched successfully and connected to the server.

The problem is that you don't have an active Identity in the system.

Solution

An application administrator needs to:

1. Open the application and go to the Staff screen (or Contacts screen for contacts)
2. Search for the user
3. If you can't find them, change the filter to show all users (not just active ones)
4. Check the situation:
   • User doesn't exist: Add them as a new user and create an Identity for them
   • User exists with an inactive Identity: Make the Identity active (select the Identity, and check whether the ‘Active’ checkbox contains a red X or a green tick)
   • User exists without an Identity: Add an Identity for them