Introduction

Error 691: Access denied because username and/or password is invalid on the domain

Resolution Steps

In WebTools:

• Verify the account is active and Dial is turned ON
  
• Test the username and password

On the Customer's Computer (Windows Only):

• Verify that the username and password are entered correctly; the domain field should be empty
  
• Go to Control Panel | Network and Sharing Center
  
  
• Right-click the dialer and select Properties
  
  
• Select the Options tab and click Display progress while connecting and Prompt for name and password, certificate, etc.
  
  
• Click OK and attempt to dial