Ticket ID: 21790 Creation Date: 7/7/2015 10:14 PM Product: SiteRemote Attachment: -
TicketType: Support Request Version: 5.1.0 Language: English
Views: 26028 Last Modification Date: 9/2/2015 11:59 AM Platform:
Level: Closed

Support Request: Impersonating a User from Admin displays login screen, doesn't impersonate

Description

We recently started encountering an issue with our SiteRemote server, starting in version 4, whereby when an administrator attempts to log into a team by impersonating a user, rather than logging automatically into that team, the admin is taken to the team's login page. In SR v4, pressing the login button with the appropriate credentials would bring the admin into the team, but there'd be a bunch of web page errors displayed instead of content.

Now that we've updated to SR v5.1.0.2188, pressing the login button with the proper credentials doesn't cause any effect at all. The admin just stays on the team's login page. There's no screen refresh, no error messages, just no response to pressing Login.

The only way to resolve this issue is to reboot the SR server. Then, the problem goes away for a couple days, sometimes less, then reappears again, requiring yet another reboot.

We would greatly appreciate assistance with correcting this issue, as rebooting the SR server every couple of days is a great annoyance.

Thanks,

Timothy Katje
Product Manager, Online Services
DNP Imagingcomm America Corp.

Answer: (7)
Re: Impersonating a User from Admin displays login screen, doesn't impersonate 7/8/2015 10:49 AM
Hello,

This is a known issue that has happened with a Microsoft .NET update. It will be fixed with a future version.

As workaround you can restart the IIS in the IIS manager instead of the comlete system.
Please note that the problem still could reoccur after a while and you need to restart the IIS again.

Regards,
Michael Olbrich
Re: Impersonating a User from Admin displays login screen, doesn't impersonate 7/10/2015 8:32 PM
It would appear that restarting the IIS service does not resolve the problem.

Can you specific the exact method you use to restart the services without rebooting the whole system? I would like to make this into a scheduled task until it can be resolved.
Re: Impersonating a User from Admin displays login screen, doesn't impersonate 7/13/2015 10:19 AM
Open Internet Information Services (IIS) Manager, in the treeview on the left side click on the entry with the name of the server (usually the second entry, right after Start Page). Then on the right side under Actions, where it reads Manage Server you select Restart. That will restart the IIS, which in turn will enable impersonation again.
Re: Impersonating a User from Admin displays login screen, doesn't impersonate 8/3/2015 5:57 PM
I have had my IT team continue working on this. Unfortunately, support requests continue to come in.

We have followed the steps you've provided to restart IIS service, but that does not resolve the issue. The only thing we can do is to do a full server reboot. To help alleviate the issues, we wanted to create a scheduled task to simply reboot IIS, but that solution didn't work. We now have the server rebooting automatically every night at 10 PM EDT, but that still doesn't appear to resolve the issue for more than a couple hours.

On top of this, we're no longer confined to being unable to log into the server teams. Instead, it appears that reports are no longer kicking off properly if the server is in a bad state when their time comes to email off the report. I continue to receive complaints from my European division that they aren't receiving reports.

Are there any updates, or any other way we can address this? Is there a particular Windows update that could be rolled back? Are there any release candidates that we could try installing that would resolve?

I would've never upgraded our SR server had I known how bad this issue would become. If it were just the login issue, we could tolerate it until the next version comes out. But with reports now failing, this issue is now a critical defect.
Re: Impersonating a User from Admin displays login screen, doesn't impersonate 8/4/2015 11:45 AM
Hello,

The impersonation and report functions work independently from each other and even an IIS restart has no influence to the reports.

But you should restart the IIS only shortly before using the Impersonation. Please check if it works then.
Furthermore you should avoid restarting the server completely in regular intervals because this can interrupt the creation of the report.

Unfortunately we don’t know to which of the .NET updates this impersonation problem applies to and our developer will analyze this to fix it for a future version.

General note:
The impersonation at the SiteRemote Administration is just meant to have a quick look at any team.
For accessing the team regularly you should create a corresponding user account at the teams you want to have access to.

Regards,
Michael Olbrich
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