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Topic

    Rasheed Ahamed
    Oracle Service Cloud ErrorAnswered
    Topic posted July 9, 2019 by Rasheed AhamedGold Medal: 3,500+ Points, last edited July 9, 2019, tagged Service Console 
    121 Views, 6 Comments
    Title:
    Oracle Service Cloud Error
    Content:

    Hi,

    I have been facing this issue for the past two days when I tried logging into the application. I closed the login window and tried logging in for 'n' no.of.times but no luck.
    Steps taken:
    I went to Control Panel Uninstalled the application and also went to the 
    C:\Users\<my_user_name>\AppData\Roaming\RightNow_Technologies and deleted the project folder and tried installing again through Internet Explorer. But this error pops up every single time. Any suggestions will be highly appreciated.

    Version:
    19A
    Image:

    Best Comment

    Rasheed Ahamed

    Thanks a ton, Mary and Sebastiaan. If not for me, I'm sure your solutions will greatly be helpful to someone else.
    But I got my issue resolved by OSvC Tech Support team. Here is what they have suggested and it worked like a charm for me. 

    Comment

     

    • Mary Gilbert
      Looks like it is related to a CTI addin that has likely gotten corrupted on your machine. I would take these steps: 1. Have someone else with admin rights login and assign your account to a profile that does not have any addins enabled. 2. Use control panel to uninstall the application. 3. Navigate to and delete the app data files as you did before and reboot your computer. 4. Use the URL in IE to download and install again. If you are prompted to ignore addin files, click Yes. 5. Assuming you can successfully login at this point, try re-enabling the addin and logging in again and see if the problem persists. If so, check the addin and error logs to see if they provide any insight. These issues. An be tricky to figure out.... Good luck! --Mary
    • Sebastiaan Draaisma

      This error seems to be related to the add-in Oracle.RightNow.Cti

      Try starting the agent desktop in safe mode
      https://documentation.custhelp.com/euf/assets/devdocs/cloud19b/olh/CoreFeatures/topicrefs/c_crm_admin_add_ins.html

      Or try to resolve the issue by doing the following:

      1. Update to the latest .Net framework version
      2. Uninstall the application from your windows control panel Uninstall a program
        Click on the name of your interface
        Click Uninstall
        Remove this application from your computer
        OK
      3. Go to your windows explorer and enter %APPDATA%
      4. Navigate to the RightNow_Technologies folder
      5. Remove the folder with the name of your interface
      6. Go back to your AppData folder
      7. Navigate to Local/Apps
      8. Remove the folder 2.0
      9. Restart your computer
      10. Reinstall the program using your installer link
    • Rasheed Ahamed

      Hi Mary and Sebastiaan,

      I have tried the above steps and no luck. Also the strange fact is that we do not have any Add-ins in this brand-new production interface. So, I'm more confused now that when there are no Add-Ins in the instance, how can it show the error is because of Add-In.

      Thanks,
      Rasheed

    • Mary Gilbert

      The next thing I would try is to narrow the issue down to your account or your machine.

      Can you login successfully on another machine?  Is anyone else seeing the same error?

      Once you've found those answers, I would submit the issue to Oracle Tech Support for next steps.  I've not seen this error before and as I mentioned they can be tricky to figure out.

      Good luck!

      --Mary

    • Rasheed Ahamed

      Thanks a ton, Mary and Sebastiaan. If not for me, I'm sure your solutions will greatly be helpful to someone else.
      But I got my issue resolved by OSvC Tech Support team. Here is what they have suggested and it worked like a charm for me.