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Smart Card Authentication

Smart Card Authentication

Unable to Connect to the Users Database. Please contact system Administrator message displayed after authenticating

Issue description

When you tap/swipe your badge/card on the card reader, it registers the ‘Unable to connect to the users database. Please contact system Administrator’ error message on control panel.


Before proceeding to troubleshooting, please check the steps below:

  • Ensure that the printer is connected to the network by performing a ping or by accessing the printer's embedded web server (EWS).
  • If manual login is enabled, verify whether you can authenticate using a pin or by typing in your user credentials.


  1. Open Lexmark management console (LMC) and check if the User Authentication settings under the Solutions tab is set to Provided by Device.

  2. Access the printer's embedded web server (EWS): Settings > Device solutions / Embedded solutions / Apps and check the Card validation as to whether it is set to Web service.

  3. Under User Authentication settings from Card /Badge Auth app, ensure that the Access controls of the device are set to the correct template based from the Device Solutions settings.

  4. Open a web browser and access the web service URL of the Card/Badge Auth app. The URL is located under Web Service settings.

    You usually see this message if the URL is working.

  5. Check the Lexmark document distributor (LDD) services on the Load balancer and on the App servers: see if they are running.

  6. If the LDD environment is set to Enterprise, try using one of the IP addresses of the App servers as the Web service and check whether you can login using your PKI/SCAC.

Still need help?

Get In Touch with Lexmark! for contact information. NOTE: In order to expedite the support process, please be prepared to provide information regarding your issue, e.g., name and version of solution, problem description, and affected printer models. Additional information may be requested by the support agent.


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