None of the users are able to login to the ProcessManager portal

Products

• ServiceDesk

Issue/Introduction

 Such symptoms may appear after the system outage, e.g. SQL server crash.

None of the users, not even the [email protected] user, are able login to the ProcessManager portal. The only error message returned in the UI will be “Invalid Username/Password.

Errors that may appear in the logs will be the following:

In processmanager.log

Error accessing logon exchange. System.Exception: could not deserialize object Attempting to deserialize an empty stream. ---> System.FormatException: Input string was not in a correct format.

   at System.Number.StringToNumber(String str, NumberStyles options, NumberBuffer& number, NumberFormatInfo info, Boolean parseDecimal)

   at System.Number.ParseInt64(String value, NumberStyles options, NumberFormatInfo numfmt)

   at LogicBase.Core.Messaging.StreamMap..ctor(Stream dataStream)

   at LogicBase.Core.Messaging.Message.GetFromStream(Stream s)

   --- End of inner exception stack trace ---

 

In logicbase.serverextensions.exe.log

System.Net.WebException: The remote server returned an error: (500) Internal Server Error.

   at System.Net.HttpWebRequest.GetResponse()

   at LogicBase.Framework.DynamicProxy.GetServiceDescription()

   at LogicBase.Framework.DynamicProxy.AddMethod(DynamicWebMethod WebMethod)

   at LogicBase.ServerExtensions.Core.JobInvoker.Run()

Cause

 

Some ProcessManager sessions in …\Workflow\Data\ProcessManagerFileStorage\processmanagerfilestorage-lbme.processmanagersessions got corrupted during the SQL outage issue.

Resolution

 We removed all the sessions from the …\Workflow\Data\ProcessManagerFileStorage\processmanagerfilestorage-lbme.processmanagersessions folder. After that the users were able to log in.

Applies To

 ServiceDesk 7.1 SP2

ServiceDesk 7.5

ServiceDesk 7.5 MP1