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Can't sign in as admin

AndyP_WCICC

After upgrading from Retain 4.8.1.0 to Retain 4.9.0.1 in July, we can no longer sign into Retain using admin credentials.  Interestingly enough, the admin credentials DO work to login to the Retain Worker management page (127.0.0.1/RetainWorker1/login.jsp) and they DO work to login to Reporting and Monitoring (127.0.0.1/RetainStatsServer/index.html) and they DO work for the Publisher tool.   Our admin credentials DO NOT work on the main management login page (127.0.0.1/RetainServer/Manager/login.jsp).  Once the credential are submitted, nothing happens.

User can login and see see their mailboxes, but they can't search.  Additionally indexing isn't happening either.  I have had a ticket open with support since July 7th.  After 2 months it's still broken so I'm reaching out here to see if anyone has any ideas.  Thanks!

 

 

1. Can't login as admin 2. Can search 3. Indexing is not happening

  • 0

    Could you please raise a ticket and let me know the number?

    Thanks

    Tarik

  • 0 in reply to 

    Thanks Tarik!  The ticket number is SR#101300208271

  • 0 in reply to 

    Thanks Andy.

    The case is assigned to Bret Delaney in our US support team.

    If you do not feel that appropriate progress is being made, please post an update on this thread.

    Also when you do get a solution.

  • 0 in reply to 

    Thanks for checking that Tarik!  As you saw in the initial description of the problem, we haven't been able to login to an admin screen or search Retain for over 2 months.  So no, I do not not feel that appropriate progress is being made.    Having said that, I'm posing in a user discussion forum to see if any other Retain users have experienced the same problems or have any possible solutions.  

  • 0 in reply to 

    My bad, I mis-understood thinking this for being a new SR.

    If the case has been ongoing for over 2 months, then it is high time to escalate.

    I will flag this to my counterpart in the US.

  • Verified Answer

    0

    So apparently the problem was a bad DB driver.  Support got on the server and made some changes to ASConfig.cfg located at C:\Program Files\Beginfinite\Retain\RetainServer\WEB-INF\cfg.  After the changes were made we restarted Tomcat and went to the Retain login page.  Based on the changes made in asconfig, this time we had to go through a few setup steps before we logged in.  This time the credential worked!  

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