Troubleshooting

March 15, 2014 , by

The Setup was completed but you cannot access Admin Portal from the URL provided.

This can happen if the host name and port number were not configured properly. Please refer to Host Name and Port Number instructions under Admin Portal Setup.

You receive an "Unable to make the session state request to the session state server" error.

This is because the ASP.NET state server is currently not running on the web server the Admin Portal is installed on. Please make sure that the state server is running. Information on starting the state server can be found at http://technet.microsoft.com/en-us/library/cc736692(v=ws.10).aspx .

You receive a "Login failed for user 'DOMAIN\USER'" error.

This happens when Pistachio fails to gain access to its configuration database.

If you are not using integrated security, please make sure the user account used for the connection has access to the Pistachio database. The connection information can be found in the Admin Portal's web.config file.

If you are using integrated security, this could occur when the application pool associated with the website does not have access to the database. For this you need to give proper database permissions to the user tied to the application pool the website is running on.

With integrated security, you will also need to configure double hop authentication if SharePoint, the IIS website, or SQL Server are hosted on different servers. This will pass through the user's credentials to the other servers.

The Webpart is not listed under the Webpart list after running the Webpart Installer.

This can happen if the webpart Installer didn't execute successfully, or the Webpart was not installed for the current SharePoint site you are on . The Webpart Installer is based on the SharePoint URL you provide on the Pistachio Installer.

One can have more than one SharePoint sites running under same URL, but different ports. For example, you might have 2 SharePoint sites running as:
http://mysharepointurl.com and http://mysharepointurl.com:90

If you provided the http://mysharepointurl.com in the Pistachio Installer during installation, the webpart installer is only going to install the webpart on the SharePoint site located at http://mysharepointurl.com and not http://mysharepointurl.com:90.

You receive a "the user profile is temporary" error.

This is caused by the service account running the SharePoint front-ends not having a local presence setup on the front-end SharePoint server. Our encryption code requires the user has a local presence. Below are the steps that fixes the issue:

Cause: The domain user is being assigned a profile path of C:\Users\Temp instead of C:\Users\<username>.

To resolve it, we:
1) Stop all services that are using the account, so that it is not logged in anymore
2) Log in to the machine interactively as that account
3) Check that the profile path is no longer C:\Users\Temp
4) Switch the services to use the domain user again, and start them

The profile is needed because private keys are temporarily loaded into the user's profile when the application is running, which is not supported when the user is running under a temporary profile.