SLX 8.1 WC3 Customer Portal Login and hint

[Hartog Elands]

In the Webclient we gave access to a contact to use the customer portal.

However the user is not able to log in.

Furthermore the password hint is not showing anything.

Any ideas?

Thanks,

Hartog

[mcessna]

Hi Hartog,

Is there any error information logged in the application event log on the server?

Thanks

Mike

[Hartog Elands]

This is what I found in the Event Viewer:

2014-10-15 18:23:23,942 [116] WARN Sage.Platform.Messaging.Transport.Wcf.MessageBusCallback - Existing client faulted; initiating reconnect logic

{

"date": "2014-10-15T18:23:23",

"utc": "2014-10-15T16:23:23",

"stackTrace": " at Sage.Platform.Application.Diagnostics.Logger.LogEvent(ILog log, EventLogEntryType entryType, String message, UInt16 eventId, Exception exception, Boolean debug)\r\n at Sage.Platform.Messaging.Transport.Wcf.MessageBusCallback.HandleFaulted(Object sender, EventArgs e)\r\n at System.ServiceModel.Channels.CommunicationObject.OnFaulted()\r\n at System.ServiceModel.Channels.CommunicationObject.Fault()\r\n at System.ServiceModel.Channels.ServiceChannel.OnInnerChannelFaulted(Object sender, EventArgs e)\r\n at System.EventHandler.Invoke(Object sender, EventArgs e)\r\n at System.ServiceModel.Channels.CommunicationObject.OnFaulted()\r\n at System.ServiceModel.Channels.TransportDuplexSessionChannel.OnFaulted()\r\n at System.ServiceModel.Channels.CommunicationObject.Fault()\r\n at System.ServiceModel.Channels.TransportDuplexSessionChannel.EndReceive(IAsyncResult result)\r\n at System.ServiceModel.Channels.TransportDuplexSessionChannel.TryReceiveAsyncResult.OnReceive(IAsyncResult result)\r\n at System.Runtime.Fx.AsyncThunk.UnhandledExceptionFrame(IAsyncResult result)\r\n at System.Runtime.AsyncResult.Complete(Boolean completedSynchronously)\r\n at System.Runtime.AsyncResult.Complete(Boolean completedSynchronously, Exception exception)\r\n at System.ServiceModel.Channels.SynchronizedMessageSource.ReceiveAsyncResult.OnReceiveComplete(Object state)\r\n at System.ServiceModel.Channels.SessionConnectionReader.OnAsyncReadComplete(Object state)\r\n at System.ServiceModel.Channels.StreamConnection.OnRead(IAsyncResult result)\r\n at System.Runtime.Fx.AsyncThunk.UnhandledExceptionFrame(IAsyncResult result)\r\n at System.Net.LazyAsyncResult.Complete(IntPtr userToken)\r\n at System.Net.LazyAsyncResult.ProtectedInvokeCallback(Object result, IntPtr userToken)\r\n at System.Net.FixedSizeReader.ReadCallback(IAsyncResult transportResult)\r\n at System.Runtime.AsyncResult.Complete(Boolean completedSynchronously)\r\n at System.Runtime.AsyncResult.Complete(Boolean completedSynchronously, Exception exception)\r\n at System.ServiceModel.Channels.ConnectionStream.IOAsyncResult.OnAsyncIOComplete(Object state)\r\n at System.ServiceModel.Channels.SocketConnection.FinishRead()\r\n at System.ServiceModel.Channels.SocketConnection.OnReceiveAsync(Object sender, SocketAsyncEventArgs eventArgs)\r\n at System.ServiceModel.Channels.SocketConnection.OnReceiveAsyncCompleted(Object sender, SocketAsyncEventArgs e)\r\n at System.Net.Sockets.SocketAsyncEventArgs.OnCompleted(SocketAsyncEventArgs e)\r\n at System.Net.Sockets.SocketAsyncEventArgs.FinishOperationAsyncFailure(SocketError socketError, Int32 bytesTransferred, SocketFlags flags)\r\n at System.Net.Sockets.SocketAsyncEventArgs.CompletionPortCallback(UInt32 errorCode, UInt32 numBytes, NativeOverlapped* nativeOverlapped)\r\n at System.Threading._IOCompletionCallback.PerformIOCompletionCallback(UInt32 errorCode, UInt32 numBytes, NativeOverlapped* pOVERLAP)\r\n",

"hashCode": "51FD8D93-C35C4D54-DA277528",

"pid": 1972,

"identity": {

"name": "",

"isAuthenticated": false,

"authenticationType": ""

},

"version": "8.1.0.1146",

"logger": {

"level": "WARN",

"location": "Sage.Platform.Messaging.Transport.Wcf.MessageBusCallback.HandleFaulted(:0)",

"name": "Sage.Platform.Messaging.Transport.Wcf.MessageBusCallback",

"message": "Existing client faulted; initiating reconnect logic"

},

"request": null,

"server": {

"host": {

"siteName": "Saleslogix",

"applicationId": "/LM/W3SVC/2/ROOT/SLXCustomerPortal",

"applicationPhysicalPath": "c:\\inetpub\\wwwroot\\SLXCustomerPortal\\",

"applicationVirtualPath": "/SLXCustomerPortal"

}

}

Thanks in advance for your help,

Hartog

[mcessna]

Ok, thanks. The event log entry is common and unrelated.

Thanks

Mike

[Hartog Elands]

Mike,

Last Friday we installed the latest hotfixes for the customer portal.

Version 8.1.0.1179 

We are still not able to log on.

We looked everywhere, also in the connection.webconfig file.

Everything seems to be fine. No error messages in the Event Viewer.

What could possibly go wrong?

Thanks,

Hartog

[mcessna]

Hi Hartog,

Did you define web access user for the portal? The procedure is defined in the Implemenation Guide in Chapter 10 | Configuring Saleslogix Customer Portal in the section Setting User Security.

Thanks

Mike

[Hartog Elands]

Mike,

We were able to narrow this down. All customers created in 2011 won't work and are not able to log in.

All created from 2012 to 2014 are working as espected.

100 million $ question: what changed between 2011 and 2012....

Regards,

Hartog

[Hartog Elands]

Mike, some more info on this topic...

For new customers the web access works when you create the password for the first time.

However... when you change the password it doesn't work anymore...

I hope this gives you an idea what's going on.

Thanks,

Hartog 

[Hartog Elands]

Ok, after long testing we've found out wat the problem is.

All accounts not owned by everyone fail. When a team is the owner you can't log in.

We've tried adding a new team and assigning it. This won't work either.

For all new accounts with contacts you can only set the password once. Resetting the password

will have the same result, the user can't log in anymore.

We still need a solution...

Thanks,

Hartog

[AdamTravers]

Hi Hartog,

I have just tested this here on version 8.1.0.1179 - I can change the password and still login fine so it appears to be an environment issue..

I noticed that you did not respond to Mikes thread with regards to the web access user for the portal. Did you follow the exact steps within the implementation guide?