Credentials Manager crashes with error Symantec.Explorer.exe has stopped working

Products

• Workflow Solution
• ServiceDesk

Issue/Introduction

When opening Credentials Manager, either directly from: Start Menu -> All Programs -> Symantec -> Workflow Designer -> Tools -> Credentials Manager or selecting the Credentials Manager tab inside Symantec Workflow Explorer an error is thrown that says "Symantec.Explorer.exe has stopped working" along with an error message.

Symantec.Explorer.exe has stopped working

Windows can check online for a solution to the problem.

Expanding the details reveals the following error:

Description:
  Stopped working

Problem signature:
  Problem Event Name: CLR20r3
  Problem Signature 01: symantec.explorer.exe
  Problem Signature 02: 7.1.1460.0
  Problem Signature 03: 4ec7fd17
  Problem Signature 04: mscorlib
  Problem Signature 05: 2.0.0.0
  Problem Signature 06: 4e1539fa
  Problem Signature 07: 20c8
  Problem Signature 08: 143
  Problem Signature 09: N3CTRYE2KN3C34SGL4ZQYRBFTE4M13NB
  OS Version: 6.1.7601.2.1.0.272.7
  Locale ID: 1033

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Cause

Inside Credentials Manager, adding a new connection to Active Directory with the same Domain and UserName or EndPointAddress as a previous entry will cause the error. Credentials manager checks for duplicates, but this can be caused after re-installing ServiceDesk/Workflow on a machine.

The problem can also occur with SMP entries inside Credentials Manager. Check for duplicate entries in both the Connections_ActiveDirectoryConnectionProfile.xml file and the ConnectionsNotificationServerConnectionProfile.xml file.

 

 

Resolution

1. In your Start Menu search for "Show hidden files and folders" and hit your enter key.
2. Ensure Show hidden files, folders, and drives is selected and click OK.
3. In Windows Explorer navigate to C:\ProgramData\Symantec\Workflow\, and make a backup of this directory.
4. Check each file in this directory for duplicate entries using notepad. If you find a file with a duplicate entry, either delete the file, or delete the duplicate XML 'section' and save the file.
     If you chose to delete the file, skip to 5.  b)    Otherwise continue to 5.  a)
5. a)  At this point you can open Credentials Manager. Open Credentials Manager, and re-create your Active Directory connection.
   b)  Inside the Connections_ActiveDirectoyrConnectionProfile.xml file, you will see at least 2 tags labeled <ExampleStringConnectionProfile>. Inside these tags are various other tags, including <Domain> and <Username>. Two of the ExampleStringConnectionProfile sections will contain the same entries. Select the entire duplicate ExampleStringConnectionProfile section of one of the duplicate entries (from <ExampleStringConnectionProfile> to </ExampleStringConnectionProfile>) and delete that section. (See image attached to this KB). Save your changes.

If you followed the steps above, Credentials Manager should now open properly.

 

 

Applies To

 

ServiceDesk and Workflow 7.1, 7.5 and 7.6 versions.

 

Symantec is looking into improving the handling of the duplicate values in either of connection profiles.