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Access denied in Computer Search

Question asked by carola.iberl

on Feb 8, 2018
Latest reply on Feb 9, 2018 by carola.iberl

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Hi all,

After installing SLM 8.2.05 several of our users get an error message when they want to Search for computers in Computers category.
A "Bad request" panel appears and then they only can see the information "... unsufficient access rights ..."

I recycled the IIS application page, started iisreset in commandline and restarted the SLM application server.

Some users also restarted their computer. But this didn't help.
For some users it helped to use another browser, but not for all and so there are still some users that cannot use the Computer Search.

Does anyone have the same experience and perhaps has an suggestion how this can be solved?

carola.iberl

Feb 9, 2018 7:03 AM

Correct Answer

Hi all,

I wanted to let you know our final solution.

As mentioned we have a lot of users, and our external companies have to access SLM by using a separate logon through an additional firewall. Snow changed in SLM 8.2.05 some requests, that were now blocked by that firewall.

For that users, deleting the browser cache was not enough, we needed to add firewall rules.

But in general for our internal users deleting the browser cache helped.

Many thanks to all for your quick support

See the reply in context

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marcel.hirsch

Feb 8, 2018 9:19 AM

Hi Carola,

thank you for your post. This is a known bug in Snow License Manager 8.2.4, which will be resolved as soon as possible. For me, cleaning up the browser cache the cache in the Administration tab helped.

@Others: If you like to recycle your IIS application, you can do this here:

If this doesn't help, please raise a ticket referring to KB0017204. Please write this in the headline of your ticket.

/marcel

3 people found this helpful

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jonas.nilsson @ marcel.hirsch on Feb 8, 2018 9:16 AM

Hi Marcel! We experienced this today, and resolved it by clearing out the cache in the browser.

Regarding your reply: I can't see your screenshot - it looks like this (I've seen this issue with some of Myrja Schumachers posts previously):

2 people found this helpful

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marcel.hirsch

@ jonas.nilsson on Feb 8, 2018 9:19 AM

Hi Jonas,

glad to hear, you could resolve the case by yourself.

I re-posted the picture. You should be able to see the screenshot right now.

/marcel

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jonas.nilsson @ marcel.hirsch on Feb 8, 2018 9:21 AM

Thanks - it works now!

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Benn.Fielder Feb 8, 2018 9:36 AM

We also experienced this exact same issue and resolved it by clearing the cache.

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carola.iberl

Feb 8, 2018 9:38 AM

Hi all,

Thanks for your answers,

Unfortunately clearing the cache in administration does not help.
We have around 80 users, who work with SLM and they don't have access to the administration page. Only some administrators.

I also asked our users to clear the local browser cache
For example Internet Explorer -> Settings -> Internet Options -> Delete Temporary Internet ...
Another user cleared the cache in Chrome.
For some users that helped, but for most it didn't.

I also raised a ticket without any response yet and thought perhaps the community can help.

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Benn.Fielder @ carola.iberl on Feb 8, 2018 9:48 AM

Hi Carola, I found that I could logon using IE without issues and use the search but in chrome is where we had the issues. try clearing cached image files from chrome.

1 person found this helpful

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carola.iberl

@ Benn.Fielder on Feb 8, 2018 9:59 AM

Thank you very much Benn,

I forwarded this to our Chrome users, wait for their response and will let you know if that helped.

I also had that problem yesterday in IE, and I for myself could solve it with closing all open IE Windows.

So I cannot reproduce it any more.

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marcel.hirsch

@ carola.iberl on Feb 8, 2018 9:51 AM

Hi Carola,

your ticket is currently in 2nd line support. Please stand by there. I'm trying to find a way for you to solve this.

/marcel

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carola.iberl

@ marcel.hirsch on Feb 8, 2018 10:02 AM

Thank you Marcel

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carola.iberl

Feb 8, 2018 10:26 AM

After you all wrote, clearing the cache helped we checked this again in IE.
We found in IE, that it is important to checkmark not all possibilities.

My colleague needed to remove the checkmark for "Keep preferred Websites" (Sorry, I only can add a German screenshot and need to translate)

After again removing the cache with these settings, it was possible in IE to start the Computer Search.

So thanks for your help, I'm now sure that it's the local browser and no central setting.
And I will keep you posted on the results with Chrome and Firefox.

2 people found this helpful

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marcel.hirsch

@ carola.iberl on Feb 8, 2018 10:35 AM

Hi Carola,

this is how it looks in english.

/marcel

3 people found this helpful

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carola.iberl

Feb 9, 2018 7:03 AM

Hi all,

I wanted to let you know our final solution.

For that users, deleting the browser cache was not enough, we needed to add firewall rules.

But in general for our internal users deleting the browser cache helped.

Many thanks to all for your quick support

4 people found this helpful

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13 Replies

marcel.hirsch Feb 8, 2018 9:19 AM
Mark Correct
Correct Answer
Hi Carola,
thank you for your post. This is a known bug in Snow License Manager 8.2.4, which will be resolved as soon as possible. For me, cleaning up the browser cache the cache in the Administration tab helped.
@Others: If you like to recycle your IIS application, you can do this here:
If this doesn't help, please raise a ticket referring to KB0017204. Please write this in the headline of your ticket.
/marcel
3 people found this helpful
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- jonas.nilsson @ marcel.hirsch on Feb 8, 2018 9:16 AM
  Mark Correct
  Correct Answer
  Hi Marcel! We experienced this today, and resolved it by clearing out the cache in the browser.
  
  Regarding your reply: I can't see your screenshot - it looks like this (I've seen this issue with some of Myrja Schumachers posts previously):
  
  2 people found this helpful
  Like • Show 1 Like1
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  - marcel.hirsch @ jonas.nilsson on Feb 8, 2018 9:19 AM
    Mark Correct
    Correct Answer
    Hi Jonas,
    glad to hear, you could resolve the case by yourself.
    I re-posted the picture. You should be able to see the screenshot right now.
    /marcel
    Like • Show 1 Like1
    Actions
    - jonas.nilsson @ marcel.hirsch on Feb 8, 2018 9:21 AM
      Mark Correct
      Correct Answer
      Thanks - it works now!
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Benn.Fielder Feb 8, 2018 9:36 AM
Mark Correct
Correct Answer
We also experienced this exact same issue and resolved it by clearing the cache.
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carola.iberl Feb 8, 2018 9:38 AM
Mark Correct
Correct Answer
Hi all,
Thanks for your answers,
Unfortunately clearing the cache in administration does not help.
We have around 80 users, who work with SLM and they don't have access to the administration page. Only some administrators.

I also asked our users to clear the local browser cache
For example Internet Explorer -> Settings -> Internet Options -> Delete Temporary Internet ...
Another user cleared the cache in Chrome.
For some users that helped, but for most it didn't.

I also raised a ticket without any response yet and thought perhaps the community can help.
Like • Show 1 Like1
Actions
- Benn.Fielder @ carola.iberl on Feb 8, 2018 9:48 AM
  Mark Correct
  Correct Answer
  Hi Carola, I found that I could logon using IE without issues and use the search but in chrome is where we had the issues. try clearing cached image files from chrome.
  1 person found this helpful
  Like • Show 1 Like1
  Actions
  - carola.iberl @ Benn.Fielder on Feb 8, 2018 9:59 AM
    Mark Correct
    Correct Answer
    Thank you very much Benn,
    I forwarded this to our Chrome users, wait for their response and will let you know if that helped.
    I also had that problem yesterday in IE, and I for myself could solve it with closing all open IE Windows.
    So I cannot reproduce it any more.
    Like • Show 0 Likes0
    Actions
- marcel.hirsch @ carola.iberl on Feb 8, 2018 9:51 AM
  Mark Correct
  Correct Answer
  Hi Carola,
  your ticket is currently in 2nd line support. Please stand by there. I'm trying to find a way for you to solve this.
  /marcel
  Like • Show 1 Like1
  Actions
  - carola.iberl @ marcel.hirsch on Feb 8, 2018 10:02 AM
    Mark Correct
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    Thank you Marcel
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carola.iberl Feb 8, 2018 10:26 AM
Mark Correct
Correct Answer
After you all wrote, clearing the cache helped we checked this again in IE.
We found in IE, that it is important to checkmark not all possibilities.
My colleague needed to remove the checkmark for "Keep preferred Websites" (Sorry, I only can add a German screenshot and need to translate)
After again removing the cache with these settings, it was possible in IE to start the Computer Search.
So thanks for your help, I'm now sure that it's the local browser and no central setting.
And I will keep you posted on the results with Chrome and Firefox.
2 people found this helpful
Like • Show 2 Likes2
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- marcel.hirsch @ carola.iberl on Feb 8, 2018 10:35 AM
  Mark Correct
  Correct Answer
  Hi Carola,
  this is how it looks in english.
  /marcel
  3 people found this helpful
  Like • Show 2 Likes2
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carola.iberl Feb 9, 2018 7:03 AM
Unmark Correct
Correct Answer
Hi all,

I wanted to let you know our final solution.
As mentioned we have a lot of users, and our external companies have to access SLM by using a separate logon through an additional firewall. Snow changed in SLM 8.2.05 some requests, that were now blocked by that firewall.
For that users, deleting the browser cache was not enough, we needed to add firewall rules.

But in general for our internal users deleting the browser cache helped.

Many thanks to all for your quick support
4 people found this helpful
Like • Show 5 Likes5
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