This article will discuss some of the common problems that might face you while installing the trial for SteadyPoint Helpdesk.

Error 401: Unauthorized

If you run into the error 401: unauthorized while you are installing SteadyPoint Helpdesk’s trial, that means your account is not a SharePoint admin. You have to be a SharePoint admin to be able to install the trial. For more information on checking your admin privileges, check the next section.


Cannot contact web site

Cannot contact web site ‘https://[tenant]-admin.sharepoint.com/’ or the web site does not support SharePoint Online credentials. The response status code is ‘Unauthorized’.

If you’re seeing this error while attempting to install SteadyPoint Helpdesk’s trial, we have a quick fix for you.

This error is a result legacy authentication being turned off. You can read more about what Microsoft have to say on legacy authentication here. If you want to read about the connection between legacy authentication and SharePoint Online, click on this link.

As for fixing the issue at hand, follow these steps:

1) Start by going to the SharePoint Admin site. Under Policies, select Access Control.

2) Click on Apps that don’t use modern authentication

3) Press on Allow access and click save.

Note: It takes at least 24 hours for this change to take effect.


Checking whether you are a SharePoint Admin

To install the trial for SteadyPoint Helpdesk, the account being used in the installation process needs to be a SharePoint administrator. To check whether or not you have these privileges, follow these steps:

1. Go to your SharePoint website (example: https://www.yourdomain.sharepoint.com).

2. On the upper left corner, click on the 9 dots in the shape of a box.

3. An “Apps” menu should pop up, at the end of which, if you don’t see an icon for Admin like the one in the red circle, then you’re not a SharePoint admin for this SharePoint website, and thus you cannot complete the installation of SteadyPoint Helpdesk.

Ask your Sharepoint Administrator for Admin privileges or request that they themselves complete the installation and then provide Helpdesk access to your account.


Sign-in name or password does not match one in the Microsoft Account system

If you’re getting the error above while attempting to install the SteadyPoint Helpdesk trial, then it’s the result of multi-factor authentication preventing the installation process. Installing the Helpdesk trial requires an account with no multi-factor authentication. You can use Helpdesk with multi-factor authentication, the installation process, however, will not work.

You can either create another admin account with no multi-factor authentication or temporarily disable it to install the trial.

If neither option works for you, please contact us on sales@steadypoint.net so we can assist you in obtaining a trial.


Settings not apparent after installation/New user wizard doesn’t show up

If you first install the Helpdesk trial and open it, but you’re not seeing the new user wizard and/or the settings tab on the left-hand side menu, it means you have skipped a step as part of the installation process.

When the installer finishes setting up Helpdesk, you’re prompted to Trust it. If you skip this step, or if attempt to do it with an account that doesn’t have the permission to do it, Helpdesk won’t work correctly. The two most noticeable results of that appear when you try to use Helpdesk. First, the new user wizard which should appear the first time you open Helpdesk won’t be displayed, in addition to that, the settings menu on the left-hand side won’t be apparent.

How do I fix this?

Luckily this is easily fixable. All you have to do is

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