ITA 930 client not loading when logging in using hostname

[RomeoEtisJr]

Hi Team,

We have a customer which under goverment agency that is having issues using the ITA 930 thick client.

If they use the server IP it works fine, the thick client loads but not by the hostname.

When they login to web client both IP and hostname login works. We have looked into this known issue and tried but it did not resolve the issue:

https://helpcenter.ecostruxureit.com/hc/en-us/articles/4402409563409-Desktop-client-login-issue-poss... 

Customer had tried to uninstall and re-install the client too but failed to resolve it. This was working before on ITA 922 until the customer upgraded the server to ITA 930.

I have attached the thick client logs for support reference.

Thanks,

Romeo

[gsterling]

Hello Romeo

Your attached log file is definitely stating the hostname and IP from the SSL cert (from the SSL common name mentioned in the URL) do not match which is why your client is not completing login.

I cannot say why this would have worked with ITA 9.2.2 at this point, this item had existed since ITA 9.1.9

As a FYI, this behavior has been altered in ITA 9.3.2 which recently released and should no longer occur. The desktop client should with with either the IP or hostname.

Regards

Greg Sterling

[RomeoEtisJr]

Hi @gsterling 

Just to update you, upgrading the server to 9.3.2 resolved this issue.

Thanks,

Romeo