Daktronics

Receiving "The caller was not authenticated by the service"; Protocols and Certificates incorrect

Potential Symptoms

  • Receiving "The caller was not authenticated by the service." when logging into Venus.
  • Prompting error message, "An error occurred while logging in. The caller was not authenticated by the service" when creating or editing Content Studio presentation.
  • Prompting error message, "Nucleus log-in failed. The server is not available. The dialog cannot be displayed." and "Error: The caller was not authenticated by the service" when trying to add a message to a playlist in Scheduled Mode.
    • Error.jpg

Environment

  • Product Family: Software
  • Product: Venus 1500 v4, Content Studio
  • Component:
  • Control System:

Cause

TLS Protocols are disabled and not set correctly in the computer.

Resolution

  1. Set the TLS and SSL settings using Venus 1500 gets stuck on "Nucleus Service Loading" screen when launched. - TLS & SSL 1.0/1.1 disabled
  2. Run a repair on the Venus 1500 Software.
  3. Verify the Certificates are correct using "An error occurred while logging in: Credential store is not accessible", and "Nucleus service could not be stopped.
If the error is occurring when launching Venus 1500, first follow: 

KB ID: DD2829450

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