Login problem in DCO desktop client but not in DCO Web client

[jzurera]

Hi Team,

we have a customer with DCO 8.2.7 and he cannot logon in DCO desktop client, but with the same user and password he can logon in DCO Web Client, so the user and password is correct. 

This is the error that we receive in Desktop Client: "Unable to validate your credentials. Please consult the application log for further details" 

We have downloaded the server logs if they were necessary. 

Regards.

[gsterling]

Hello Javier

Is this problem limited to the specific user account?

Does the user account being used to logon to the desktop have the desktop client permission in the user settings view?

Regards

Greg Sterling

[jzurera]

Hi Greg,

this customer only uses this local account for everything and it has Administrator rights. We tried with another AD user but the problem was the same. 

Thanks

[gsterling]

Can you send an application.log file from the PC from one of the users experiencing this problem? Please send directly to my email or if its large I'll send a box link to you, please do not post to this forum.

By default, the application.log file would be found in C:\Users\<username>\.isxo\8.2.7*\Operations on the users laptop/desktop.

Regards

Greg Sterling

[Jef]

Hi Javier,

Most likely they are using the port 80 to connect to the server, but server accepts only ssl connection.

As illustrated, click on Advanced Settings, and then enable (check) the 'Use SSL to Connect' option (which would use port 443 to connect).

 

By the way, it is highly recommended to upgrade the product (DCO 8.2.7) to ITA!

Kind regards,

Jef

[jzurera]

Hi Jeff,

they are using port 443, we were checking the certificates that are installed and we saw different certificates (2 certificates) in the desktop client and in the web client (4 certificates). I don't know if this could be an issue.

Regards

[gsterling]

Javier, the application log file you sent shows it has not been updated since Aug 25,2021

Is it the right application.log file?

Can you login to webmin and confirm the status of the DCO servers? Are they all running?

Regards

Greg Sterling

[jzurera · Accepted solution]

Hi,

finally the problem was solved reinstalling the desktop client.

Regards