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SGN user state - Unknown

woopdeedoo

 So I have client with a pressing issue.

The client has three branches and three SGN Management Centres.

One user has moved from branch A to branch B. In order to get the client to connect to branch B's server, the machine was decrypted, had the new configs installed and re-encrypted again. The admin user account and a service account was added as authorised logins. Now, when attempting to add the actual user's account, the SGN taskbar icon says: "SGN User state unknown". The user can't get synchronised to log in. 

The client had this problem before and resolved it by reloading the system but that is a less than ideal solution. Anybody have any ideas?

:9225


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    Hi woopdeedoo,

    did you ensure that all leftovers where removed from the machine after uninstalling SGN for the first time? This sounds as if some leftovers are blocking the machine from connecting to the server correctly.

    When you say the machine was decrypted do you mean uninstall and re-installed or literally decrypted?  Connecting a client to a different back end (different database) it is required to uninstall the old client before installing the new one.

    Last but not least if this an urgent case I'd suggest to open a new support call with the help desk.

    Regards

    Dan

    :9241
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  • 0

    Hi woopdeedoo,

    did you ensure that all leftovers where removed from the machine after uninstalling SGN for the first time? This sounds as if some leftovers are blocking the machine from connecting to the server correctly.

    When you say the machine was decrypted do you mean uninstall and re-installed or literally decrypted?  Connecting a client to a different back end (different database) it is required to uninstall the old client before installing the new one.

    Last but not least if this an urgent case I'd suggest to open a new support call with the help desk.

    Regards

    Dan

    :9241
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