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    David Radtke
    User Can't Log InAnswered
    Topic posted August 5, 2019 by David RadtkeBlue Ribbon: 750+ Points 
    31 Views, 6 Comments
    Title:
    User Can't Log In
    Summary:
    I have a user unable to log into OSC
    Content:

    I'm having a strange issue.   I'm not even sure if it is an OSC issue or Windows.  But I was hoping that someone here might have seen something like this.

    One of my users who has been using OSC for years suddently can't log in today.   She enters her credentials.  And the system looks like it is loading.   The Icon appears at the bottom of her screen in the task bar, but she can't open it.   If she hovers over it, it shows a preview of the OSC screen, but it just wont open.

    Like I said, I suspect it might be a windows thing.   But all her other applications are working.

    Has anyone seen anything like this?

     

    Best Comment

    Sebastiaan Draaisma

    Yes, this can happen for various reasons. Usually when an agent hasn't signed in for some time or right after an upgrade.
    Try the quick fix.

    1. Install latest version of .Net framework (to avoid issues related to framework versions)
    2. Go to %APPDATA%\Roaming\RightNow_Technologies in your Windows explorer and delete the interface folder
    3. Restart OSVC

    If this doesn't solve the issue:

    1. Uninstall the program through your Windows configuration settings
    2. Go to Go to %APPDATA%\Roaming\RightNow_Technologies in your Windows explorer and double check & delete the interface folder
    3. Go to %APPDATA%\Local\Apps and remove the 2.0 folder
    4. Install the latest .Net framework version
    5. Reinstall OSVC through your installer link

    Comment

     

    • Sebastiaan Draaisma

      Yes, this can happen for various reasons. Usually when an agent hasn't signed in for some time or right after an upgrade.
      Try the quick fix.

      1. Install latest version of .Net framework (to avoid issues related to framework versions)
      2. Go to %APPDATA%\Roaming\RightNow_Technologies in your Windows explorer and delete the interface folder
      3. Restart OSVC

      If this doesn't solve the issue:

      1. Uninstall the program through your Windows configuration settings
      2. Go to Go to %APPDATA%\Roaming\RightNow_Technologies in your Windows explorer and double check & delete the interface folder
      3. Go to %APPDATA%\Local\Apps and remove the 2.0 folder
      4. Install the latest .Net framework version
      5. Reinstall OSVC through your installer link
    • Mary Gilbert

      It sounds like the application is just minimized.

      If she hovers over it and then points and clicks on the preview, does the app open then?  If not, try this: 
      Right-click on the desktop, choose "Display settings." Scroll down to the resolution setting, and change your display's resolution to a lower value temporarily. That will force a window rearrange and the lost window should be back on display. Before changing the resolution back to its previous setting, manipulate the window (maximize or resize), then go back to normal.

      --Mary

    • David Radtke

      I verified that she is on the latest .NET Framework.

      I uninstalled and reinstalled.

      We use Single Sign On for our agents.   I was worried that the problem was there.   So I turned that option off in her profile, gave her a password and had her try again.   It is still not working.  

      But the strange thing is that I can log in as myself on her computer, but she can't with her log in.

      I think I'll open up a ticket with Oracle.  

    • Sebastiaan Draaisma

      If you are able to sign into your account on her computer then you can rule software conflicts out.
      Check if you are able to sign into another (test) user using the same profile. That way you know if it's profile related.

      If so, check for ad-in issues
      If not, check the account settings