IT Advisor User profile errors

[NF-London]

We have previously installed and tested a virtual machine of IT Advisor running a copy of our backup to test the transition from DCO.  We did not discover any problems with user profiles, however now we are on production we are seeing an unusual problem where some users have accessible accounts and others are not accessible (for administration).  This is regardless of whether they are on active directory or not ( I actually discovered the issue with a local user).  I can either access user accounts or I get a message like below:

We are running ITA 9.1.7.  

Have you seen this problem before?

[gsterling]

Hello Nigel. I have not seen this behavior before.

We will likely need more information to identify the cause. Is this message being produced from the ITA web client or desktop client or both?

We may need log files and dev may request a backup for review. If ok, please don't both them here for privacy reasons. We can send you a more direct/secured method.

Regards

Greg Sterling

[NF-London]

Thanks Greg.  I can send the requested files, please advise.

[Jef]

Hi Nigel,

Can I ask for the following data:
- server logs

- copy of the latest backup file (from the production ITA)

- copy of the DCO backup file which is used to be restored on the ITA setup

- list of the users with the mentioned user profile error

you can upload the data to the secure space.

On behalf of you, I will open a support ticket for this so we can communicate offline, thanks.

Kind regards,
Jef

[jspher]

If the User Profile is Corrupted, you won't be able to login to your User Account. You can either Login to another User Account (with Admin privileges) or boot your computer in Safe Mode...

[Jef]

Hi Jspher,

Thanks for sharing your thoughts - but user profile is not corrupted. We are investigating this directly with Nigel.

Kind regards,

Jef