This is a great example of why I always create unique custom error messages and store them in a form so that I can easily reference them. One of my pet peeves is re-using message numbers (especially the default value) for multiple unrelated functions.
-Rick From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Mueller, Doug Sent: Saturday, February 14, 2015 1:12 AM To: [email protected] Subject: Re: USER_CACHE Problems ** Warren, Just to confirm behavior. The AR System does not record anywhere in the DB where you are logged in from. So, there is no relationship here to USER_CACHE or anything else. There is an in memory list of connections. That in memory list is what holds where you are connected from and would complain if it was different systems. No amount of reloading or resetting or reviewing or anything of the user_cache table would have made any difference – and you found that out. IF the error was being caused by something within Remedy itself, restarting the system would have cleared this in memory list and corrected the problem. Nowhere in our logic do we have workflow that records where a user is logging in from. The logic you found is custom logic as you suspected. It looks like whoever implemented it coopted our error message and issued the same error as we would issue. I am glad that you found the custom logic causing the problem in this situation. Doug Mueller From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Warren R. Baltimore II Sent: Friday, February 13, 2015 10:00 AM To: [email protected]<mailto:[email protected]> Subject: Re: USER_CACHE Problems ** Well.... You guys all rock. But it turned out to be workflow related! I don't know if this is out of the box, but there are some active links that fire when a person first logs in to my system and checks if they logged in from some where else. My suspicion is that it is custom and related to the addition of a government warning that pops up when a user first logs in. This workflow checks a form to see if a person is still logged in. There is some workflow that is supposed to delete the form entry when you log out, but because of the initial dbase issues I was having, that didn't happen for these 2 users (supposition on my part). This is separate from whatever process Remedy installed to check the licensing requirements, but it gives the same error message when tripped! Once I deleted the 2 users entries from this form, they were able to log in without issue (without the admin privs). Problem solved. I've been here for 6 years almost, and this is the first time I've run into this! Thank you again for everyone's kind suggestions. I now know more about how Remedy cache's users then I ever thought possible! Take care! Warren On Fri, Feb 13, 2015 at 12:22 PM, Joe D'Souza <[email protected]<mailto:[email protected]>> wrote: ** Great point.. With a recent Windows update, my outlook client using pop/smtp to connect to my mail server, would not connect to the incoming mail server. Ptroblem turned out to be outlook no longer likes IPv6 to be enabled at the time of an initial connect. So I have to disable IPv6, have outlook connect to the incoming mail server, and then re-enable IPv6 after which it works fine. This happens everytime I restart my machine and seems to be a flaw with one of the updates. I know that is not the same issue as you, but could be a related issue? Joe ________________________________ From: Action Request System discussion list(ARSList) [mailto:[email protected]<mailto:[email protected]>] On Behalf Of Grooms, Frederick W Sent: Friday, February 13, 2015 11:53 AM To: [email protected]<mailto:[email protected]> Subject: Re: USER_CACHE Problems Here is an off-hand thought … Does the machine the user is on have multiple network cards? Could it be some weird multi-home network issue (one transaction the sever see the connection from IP a.b.c.x and another from IP a.b.c.y)? Fred From: Action Request System discussion list(ARSList) [mailto:[email protected]<mailto:[email protected]>] On Behalf Of Warren R. Baltimore II Sent: Friday, February 13, 2015 10:47 AM To: [email protected]<mailto:[email protected]> Subject: Re: USER_CACHE Problems ** Good morning/afternoon/evening/night my fellow listers! First off, I apologize for not responding sooner to everyone's kind offer of support. It was a bit chilly this morning here in Maryland, so my kids schools went to a 2 hour delay to prevent the little darlings from having to wear gloves and a hat (insert sarcastic eye roll here)! The issue is not spawned by a user still being logged on to a separate machine. In fact, I had them log out, go to another machine, and then come back and log back in. They got the message, and the user.log reflected the other machine. But even after they are logged out from that machine and they just focus on the one. It keeps happening. That's why I gave him the admin license just so he wouldn't keep receiving the message. I've just finished working with my 2 problem children. I've taken quite a bit of logging and I am hoping I can track down where Remedy tracks this info and fix it there. I'll let you know what I find. Might be kind of interesting! Take care for now! Happy Friday! Warren On Fri, Feb 13, 2015 at 8:32 AM, Misi Mladoniczky wrote: Hi, An admin can login from multiple machines, that is why the error disappears when changing to admin. Best Regards - Misi, RRR AB, http://rrr.se > If you gave the person admin permissions and the problem went away and then > came back after you removed it. Then the issue isn't the user_cache. The > issue is the permissions that the user has and the permissions required for > the screen you are trying to access. Everything is changing when > permissions are changed so the user_cache and that whole under lying system > is working fine. > > I am sorry I don't have better advice for you, but I would say find someone > who it is working for and making sure that this user has the same access. > Another thing to look into is the data for their permissions in the db. > You might see a bit of corruption in the group assignment. I have found > issues with manually pasting in values sometimes. I hope some of that > helps. > > Brian Goralczyk > > Brian Goralczyk > Phone 574-643-1144<tel:574-643-1144> > Email [email protected]<mailto:[email protected]> > > On Thu, Feb 12, 2015 at 1:04 PM, Grooms, Frederick W < > [email protected]<mailto:[email protected]>> wrote: > >> What error is the user getting? 9361 ? >> >> Also ... When updating a user I think the user cache only gets updated >> when one of the following changes (so your checkbox may not have updated it) >> Login Name, Password, License Type, Email Address, Default Notify >> mechanism >> >> >> You could change their license type to read, save, refresh, and change it >> back to see if that user's record in the user_cache is updated >> >> >> -----Original Message----- >> From: Action Request System discussion list(ARSList) [mailto: >> [email protected]<mailto:[email protected]>] On Behalf Of Misi >> Mladoniczky >> Sent: Thursday, February 12, 2015 11:56 AM >> To: [email protected]<mailto:[email protected]> >> Subject: Re: USER_CACHE Problems >> >> Hi, >> >> If you get ARERR 329, the user/password seems not to match. At least not to >> what is in the cache... >> >> You can use another program named arecache to add a new admin user that you >> can later use with arreload. >> >> Note that the -s option changed to/from -t at some point. I do not remember >> which version. >> >> Choose a Login Name and Request ID that does not exist. >> >> arcache -Ua -d -e 00001500 -n loginname -s server -g "1;" -l1 -p passwd >> >> If you are out of fixed licenses, you might need to delete a current Fixed >> user before you add the new one. >> >> arcache -Ud -d -e 0000000000000000x -s ServerName >> >> Finally try the arreload again. >> >> I also recall a bug with arreload together with the -d option. Try avoiding >> -d. I do not remember the exact version with this problem either... >> >> Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) >> >> Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13): >> * RRR|License - Not enough Remedy licenses? Save money by optimizing. >> * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. >> Find these products, and many free tools and utilities, at http://rrr.se. >> >> >> -----Original Message----- >> > I did bounce the Remedy system after the problem started. It didn't work >> > though.... I've been trying the following command: >> > >> > # ./arreload -a "[userid]" -p "[password]" -u "User" -s "[servername]" >> -f -d >> > >> > I get the following: >> > >> > Action Request System Reload Cache Manager Version 6.03.00 patch 016 >> > Remedy, a BMC Software company. >> > Copyright (c) 1991 - 2005 BMC Software, Inc. >> > All rights reserved. >> > Summary of command line arguments: >> > User form : User >> > Group form : >> > Admin user : [userid] >> > Update server: [servername] >> > Flush items from CURRENT server only >> > Verifying Admin access to 'source' server -- [servername] >> > FAILED! >> > Message not in catalog; Message number = 329 (ARERR 329) >> > [servername] >> > >> > >> > ARERR 329 : >> > >> > Invalid password or authentication string for an existing user >> > >> > The password you have specified for the user name is not recognized. The >> > problem can be >> > >> > either with the password or with the authentication string (if using NT >> > authentication, the >> > >> > authentication string is the NT domain) or both. Enter the password >> defined >> > for this user >> > >> > name to access the system as that user. >> > >> > I've used both Demo with a Fixed license and Admin privs. as well as my >> own >> > user id that also has admin privs. Am I missing something? >> > >> > >> > >> >-----Original Message----- >> > On Thu, Feb 12, 2015 at 9:26 AM, Grooms, Frederick W wrote: >> > >> >> The logged in status for a user is only in memory (not stored in the >> >> database) so have you restarted the AR System? >> >> >> >> When using the arreload utility make sure to turn off the max number of >> >> records returned limit (if you have one set on the server) before >> running >> >> or you will only get that number of users loaded into the user_cache >> >> >> >> Fred >> >> >> >> -----Original Message----- >> >> From: Action Request System discussion list(ARSList) [mailto: >> >> [email protected]<mailto:[email protected]>] On Behalf Of Misi >> >> Mladoniczky >> >> Sent: Thursday, February 12, 2015 7:58 AM >> >> To: [email protected]<mailto:[email protected]> >> >> Subject: Re: USER_CACHE Problems >> >> >> >> Hi, >> >> >> >> Have you tried the arreload-program? >> >> arreload -u User -f -a adminuser -p adminpassword >> >> >> >> The -f is supposed to flush the cache before reloading it. >> >> >> >> Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP >> 2011) >> >> >> >> -----Original Message----- >> >> From: Action Request System discussion list(ARSList) [mailto: >> >> [email protected]<mailto:[email protected]>] On Behalf Of Warren R. >> >> Baltimore II >> >> Sent: Thursday, February 12, 2015 8:06 AM >> >> To: [email protected]<mailto:[email protected]> >> >> Subject: Re: USER_CACHE Problems >> >> >> >> ** >> >> Gave it a shot....no joy in mudville I'm afraid.... Thanks for the idea >> >> though! >> >> >> >> -----Original Message----- >> >> On Thu, Feb 12, 2015 at 8:37 AM, Karthik wrote: >> >> ** >> >> Deleting and recreating their user record works? >> >> >> >> - Karthik >> >> >> >> -----Original Message----- >> >> On 12 February 2015 at 18:29, Warren R. Baltimore II wrote: >> >> ** >> >> ARS 6.3 >> >> Oracle 10x >> >> Sun OS 5.1 >> >> >> >> A little help please! >> >> >> >> My legacy server is showing an issue that I have not dealt with before. >> >> >> >> A couple of days, my database started showing some problems related to >> >> tablespace. This caused a bunch of weird issues. The tablespace issue >> has >> >> been resolved. A couple of my users had closed their clients during >> that >> >> time and when they came back received the error message that they were >> >> still logged on and would they like the other session closed. They >> would >> >> answer in the affirmative, but when they would then log back on, they >> would >> >> get the same message. I then tried to kick them off from the admin >> tool, >> >> but they would still get the message. >> >> >> >> I then triggered (I think) a re-cache by adding a display only checkbox >> >> and then doing a modify all against all users with that checkbox >> checked. >> >> I did this based on kbase articles that talked about this type of issue. >> >> However I still have a couple of users who are getting this message. >> >> >> >> User logs don't show a need for them to be released, in fact they just >> >> show them logging in as normal. >> >> >> >> They are able to work by just closing (using the x to close the window). >> >> None the less, it is very annoying! >> >> >> >> Any ideas? >> >> >> >> Thanks! >> >> -- Warren R. Baltimore II Remedy Developer 410-533-5367<tel:410-533-5367> _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ -- Warren R. Baltimore II Remedy Developer 410-533-5367 _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
