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How to recover Filr Admin access-password (Invalid credentials)

Hello Filr community!. 

During this weekend, I was able to successfully update a cluster advance from Filr 4.3.1.3 -> 5.x -> 23.2.1. 

Scenario:
-all existing appliance are running version 23.2.1 with the latest patches applied
-the customer is using PostgreSQL appliance (shipped with Filr)
-the customer has Filr Advanced licensing.
-the customer has 5 Filr appliances, 1 CE (Content Editor), 2 Filrsearch appliances and 1 PostgreSQL appliance.
-99% of users do not store information in Personal Storage, since they make use of Netfolders (shares of Microsoft servers that they have in the backend)

ISSUE:

After 1 day of operation without problems, we began to have problems accessing with the "admin" user of Filr with the wrong password error.
Although the user exists, it is impossible to access Filr using this account:

Error:

Is there a simple way to recover access with this account?.

Thank you very much for any life-saving TIP you can throw at me!.

Hugs.,

Parents
  • 0  

    Another event that is related and makes me suspect the problem is important, is that if the Filr service of one of the web appliances is restarted, the user access service on that server stops operating, giving the following message: "Service not available, please try again later" . For this reason we suspect that if any of the other Filr Appliance servers are rebooted, they will also be out of service.


    Note1: Attached the Filr service log of one of the Fir appliances where it stands out that it cannot find the admin user.


    Note2: The strange thing is accessing with another user who has administration permissions, I can access the Administration Console and see that the local user Admin does exist.
    Note3: Forced changes of the password on the local user Admin do not work.

    filr (filr-app1 server).zip

    6404.scc_filr-applan1_230703_2202.zip

  • Suggested Answer

    0   in reply to   

    Please make yourself familiar with recently published knowledge article:

    How to reset password of Filr built-in administrator

    https://portal.microfocus.com/s/article/KM000019233

  • 0   in reply to   

    Hey Mike, how are you?. THANKS for your answer!. I've just followed your TID but the problem continue. Any other advise?:

    THANKS!

  • Suggested Answer

    0   in reply to   

    If changing the password in database didn't help then please proceed with opening a case with technical support.

  • Verified Answer

    +1   in reply to   

    Hey Mike! how are you?!. Indeed, GOOD news!. 

    The same Monday night I opened the ticket SR #02626245 (it played against me that yesterday was the 4th of July). A backline enginner confirmed that this issue was detected in other very similar environments with the same version. The solution is to execute the following steps:

    1. Log in to the PostrgSQL appliance as vaadmin
    2. Log in to the Filr database
    3. Locate and expand ss_principals
    4. Under ss_prinicpals, click on Indexes
    5. Select the option to Reindex the name_principal item located in the right pane
    6. Wait for the Reindex complete message to appear above the index table
    7. Logout
    8. Restart the Filr service on the affected node
    9. Test the admin login

    After executing this procedure, both problems were solved!. note: please see attached the video.

    I wanted to take this opportunity to thank you  ,   and the entire community, since it feels good to be able to continue supporting the solutions that we have defended for our clients for so many years from this part of the world.

    THANKS Community!.

    Hugs from ARMuscleFlag ar

Reply
  • Verified Answer

    +1   in reply to   

    Hey Mike! how are you?!. Indeed, GOOD news!. 

    The same Monday night I opened the ticket SR #02626245 (it played against me that yesterday was the 4th of July). A backline enginner confirmed that this issue was detected in other very similar environments with the same version. The solution is to execute the following steps:

    1. Log in to the PostrgSQL appliance as vaadmin
    2. Log in to the Filr database
    3. Locate and expand ss_principals
    4. Under ss_prinicpals, click on Indexes
    5. Select the option to Reindex the name_principal item located in the right pane
    6. Wait for the Reindex complete message to appear above the index table
    7. Logout
    8. Restart the Filr service on the affected node
    9. Test the admin login

    After executing this procedure, both problems were solved!. note: please see attached the video.

    I wanted to take this opportunity to thank you  ,   and the entire community, since it feels good to be able to continue supporting the solutions that we have defended for our clients for so many years from this part of the world.

    THANKS Community!.

    Hugs from ARMuscleFlag ar

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