Serial Number - Ecostruxure IT Advisor

[Angwenyi]

Dear Team,

I have an IT Advisor which can't log in to the client, the client disappears whenever I key in the credentials.

From my previous experience I could reinstall the server and import the backup files then decommission the faulty server.

On request for latest IT Advisor iso file, technical support needs serial number for the existing server, is there any chance I can access this information from the web interface considering the client can't work?

Thank you.

Regards,

Felix

[Cory_McDonald]

Hello @Angwenyi,

If the server has internet access you can go to the EcoStruxure IT Registration page within the ITA web interface to see the serial number.  You may need to begin the registration process to see the serial number.  If this isn't in your version or you don't want to begin the cloud connection process, you will need your software support contract to work with support.

It sounds like you have already started working with technical support.  I was unable to locate a case in your name in our tools to try to investigate further, but I recommend reaching out to technical support with a copy of your software support contract and they should be able to get enough to progress the case forward to provide assistance.

I recommend having your desktop client logs and server logs available for them.  Information on gathering these log files can be found in the web interface under Administration > Download Log Files.  The link on the page will give you the server logs and there should be instructions on grabbing the client files from the computer having the issue.

Kind Regards,

Cory

[Angwenyi]

Thanks Cory, let me check on this and revert.

[ATrabert]

This can also just be an issue with your desktop client cache and you may not have to do a full server rebuild.

you can test this by installing the desktop client on another computer and try to log in or you could also try backing up/ then deleting the ITA version folder in C:\Users\<username>\.isxo\<ITA-Version> then relaunch the client and try and log in.

This folder would also have your desktop client log which might help figure out why it's crashing after login

[Jef · Accepted solution]

Hi Felix,

If the server/application (ITA) is working fine, then you do not need to rebuild the server.

I would suggest verifying if it is not license or permission related. Login to web-client (using an admin user), and then go to:

Configuration > Licenses (and see if looks okay)

Administration > Users , edit/click on the user and then under users Global Permissions, click on Select. And then check if the Access to 'Desktop Client' is enabled. 

Or most likely issue might be related to the ssl certificate common name not matching the server IP address defined in Webmin. I guess this might happen if a backup file being restored on another server.

However, to verify/resolve the issue try this (described in this article: https://community.se.com/t5/ITA-FAQ/Desktop-client-login-issue-possible-after-updating-to-ITA-9-1-9/...) 

1. Log in to Webmin https://<ITA server IP>:10000
2. Go to EcoStruxure IT Advisor > Setup. 
3. Make sure the SSL Certificate Common Name matches the ITA server's IP address.
4. If you need to change this value, enter the ITA server IP address and click Setup to confirm the change.
   Note: This will cause the services to restart.

Kind regards,

Jef