If you log in as root to the Unified Access Gateway console with the correct username and password and get a "Login incorrect" error, check for keyboard mapping issues and reset the root password.

There are several reasons why a login error occurs:
  • the keyboard used does not map certain password characters correctly according to the keyboard definition of Unified Access Gateway
  • the password expired. The root password expires 365 days after deploying the OVA file.
  • the password was not set correctly when the appliance was deployed. This is a known issue with older versions of Unified Access Gateway.
  • the password has been forgotten.

To test that the keyboard is mapping characters correctly, try entering the password in response to the "Login:" username prompt. This allows you to see each password character and may identify where characters are being misinterpreted.

For all other causes, reset the root password of the appliance.
Note: To reset the root password you must:
  • have login access to vCenter
  • know the vCenter login password
  • have permission to access the appliance console

If you have set up a Grub 2 boot loader menu password for the appliance, you will need to enter this as part of this procedure.


  1. Restart the appliance from vCenter and immediately connect to the console.
  2. As soon as the Photon OS splash screen appears, press e to enter GNU GRUB edit menu
  3. In the GNU GRUB edit menu, go to the end of the line that starts with linux, add a space and type /boot/$photon_linux root=$rootpartition rw init=/bin/bash. After adding these values, GNU GRUB edit menu should look exactly like this:
    Note: For a FIPS appliance, the line should be linux /boot/$photon_linux root=$rootpartition rw init=/bin/bash fips=1
  4. Press the F10 key and at the bash command prompt enter passwd to change the password.


    New password:

    Retype new password:

    passwd: password updated successfully

  5. Reboot the appliance reboot -f
    • After the appliance boots, log in as root with the newly set password.