Cannot create users KnowledgeCenter2016.

Hi all,

I'm having issues trying to create users in knowledgeCenter2016. Every time I go to the web app ->  Content manager -> Settings -> Users and hit the 'New' button to create/add a new user, a new window opens up but it never display any information, it just keep loading until it times out.

I've noticed that this only happens for 'users' since I'm able to create/modify 'User Groups' and 'User Roles' as well.

I have reinstalled the InfoShare app and ran a DBUT, everything seems to be properly configured however this issue still persist.

Could you please help me identify what could be causing this problem? where should I look at for these kind of requests/logging?

Thanks in advance.

Jose

Parents
  • Hi Jose,

    Assuming standard installation, so no customizations, at least not near the user management section.

    I would suggest you to have a look at
    * Try it with a different browser, so IE or FireFox, ... have a look at the http call that seems to last forever? Which one is it?
    * Have a look at the server-side logging \Data\Logs\... almost all log files can be removed while running... so if you redo your request I expect a fresh Trisoft.InfoShare.Web_*.log but perhaps the other could also give you some information worthwhile.

    If this doesn't resolve it for you, I would advise to log a support request. Where you can share the gather information including your DBUT logging.

    Best wishes,
    Dave
  • Hi Dave,

    Thanks for your help.
    Unfortunately it didnt resolve the issue. I've opened a ticket with support to identify the root cause and solution.

    Thanks,
    Jose
Reply Children
  • SDL support provided a workaround as this seems to be an issue with their code somewhere.

    Open \InfoShare\Web\Author\ASP\Trisoft.InfoShare.Client.config in a text editor and change the rendition value and label to one that still exists in your system.

    Note: the default values that were causing the problems are:

    VRESLOW
    Low

    After this recycle the IIS application pools in IIS manager and try again to open the new user dialog.

    Hope this helps.

    Regards,
    Jose

  • Thanks for making this thread more valuable for the future!

    The 'Low' resolution (element name VRESLOW) is present in more than 80% of the systems. There is almost always a need for a smaller lower quality image preview resolution typically also web friendly.
    If people don't like the 'Low' label, it is usually renamed (so element name VRESLOW is still valid). It seems in your setup it was completely removed, meaning that all configuration and fall throughs had to be reconfigured.

    Best wishes,
    Dave