Unable to connect to ArcWeb Services

Last Published: April 25, 2020

Error Message

When connecting to ArcWeb Services from the ArcWeb Toolbar, a connection error displays with the following message:

"Unable to connect to ArcWeb Services.
Invalid user name or password.
Note: the user name and password are case sensitive."

The same user name and password that causes this error works for the user account pages at, and to access other online utilities, such as the Knowledge Base.


ArcWeb Services uses the same ESRI Global Account login that other ESRI online applications use. When accessing ArcWeb Services, the login is case sensitive. This is done for security reasons. Other ESRI online applications don't require the user name and password to be case sensitive.

Solution or Workaround

If unable to remember the case of the ESRI Global Account user name and password, request a new temporary password to establish a new password and see the case of the user name. An automated e-mail reply contains the user name, in its correct case, a temporary password, and instuctions for setting a new password.

  1. Using a Web browser, open the log in page
  2. Click the 'Forgot your user name or password' link; enter the user name, the last name, and the e-mail address. The user name entered here is not case sensitive.
  3. Click Submit. An e-mail will be sent containing the user name and the new temporary password.

    Remember the case of the new password.

Article ID:000006511

  • Legacy Products

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