Description:

The Management Application prompts for login credentials but will not accept the provided credentials with one of the following errors:
"Failed to login. Check your user name and password"
"Failed to login. Check if Milestone Service Control service started"  
In the newest versions of XProtect® Enterprise product platform, the Management Application is designed to launch so long as the logged-in Windows user is a member of the local Administrators group on the system.

If the active Windows user is not a local Administrator, then the login-box will appear when the application is launched. Local Administrators on the system, or users who have been granted the 'Management Access' right in the software's user properties window will be able to login under normal circumstances.

However in some OS environments, the password is not properly decrypted by Windows and therefore the login fails to execute correctly when the Management Application is launched and is always rejected, regardless of what permissions the logged-in Windows user has.

Solution:

If the error states "Failed to login. Check your user name and password" then be sure the user is a member of the local administrators group. Please follow this procedure:
Create a new user on the local machine.
Start -> Run -> ‘lusrmgr.msc’ and right click on the 'Users' section -> 'New User'
Set an appropriate username/password and de-select 'User must change password at next logon' and click 'Create'.
Set the user as ‘Member Of’ the 'Administrators’ group and close the dialog.
Now try and logon to the XProtect® Management Application, selecting Windows authentication, with the user logon you created entering the format <hostname>\<username>. Use the password you just made. On Windows Vista®, right click the Management Application icon, and ‘run as Administrator’
If the error states "Failed to login. Check if Milestone Service Control service is started." (only applies to version XProtect Enterprise 8.0c and related products) and the Milestone Service Control service is started, then a hotfix is available in the form of a DLL file that you can install to fix this issue. If you need this Hotfix then please contact Milestone Technical Support.