Support has identified an issue with updating Enterprise Manager to version 23.09.5.0 prior to running updates to ExacqVision server 23.09.6.0. This issue will manifest after updating Enterprise Manager by users experiencing disconnection from the client with errors ” log in failed / invalid username or password or account locked or disabled” or ” log in failed – invalid response”.
Product
- ExacqVision Enterprise Manager
- ExacqVision Server
Steps to Reproduce
- Update Enterprise Manager to version 23.09.5.0 while leaving ExacqVision server versions on 23.06 or lower.
Expected Results
– Users should remain logged in successfully.
Actual Results
– Users will be disconnected from the Client with error – ” log in failed / invalid username or password or account locked or disabled” or ” log in failed – invalid response”
Solution
Engineering is currently working on a patch to resolve this issue.
For customers that updated from 23.06 to 23.09 prior to the patch, installing the version with the patch should fix all login issues customers are facing.
For customers that performed a fresh install of 23.09 prior to the patch, user server passwords will become scrambled and customers will need to change/reset user passwords.
Until the patch is released, if customer has an Enterprise Manager backup that contains no issues from 23.06 that can be applied, the following steps can be taken:
- Take a backup from 23.09 prior to making any changes.
- Access a recent prior backup off of Enterprise Manager (this must be taken on version 23.06 previously).
- Completely remove Enterprise Manager.
- Install Enterprise Manager previous version 23.06.0.0.
- Follow on screen prompts during install.
- Login to Enterprise Manager as the root admin user.
- Upload previously taken backup using the upload button in the backups screen in Enterprise Manager user interface.
- Wait for this to complete.
- Restore from uploaded backup.
- Wait for restoration completion.
- Confirm log-in capability has been restored.
- Re-setup scheduled backups as these will be defaulted.
It should be noted that downgrading is not a normal solution, and should be prevented with Enterprise Manager. These instructions are only for situations where the customer has already performed this update and is now locked out of Client software and critically needs to be restored in a timely manner.
