PureConnect

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  • 1.  Unable to Open Interaction Administrator

    Posted 12-10-2021 08:55
    We have one supervisor who is not able to open Interaction Administrator, they get the following error: "Failure to connect to Notifier because the server certificate could not be verified.  To connect please use the administrator utility GenSSL to add this server's certificate."

    We have ran the C:\Program Files (x86)\Interactive Intelligence\ServerManagerApps\GenSSLCertsU.exe utility but it didn't create the certs.  When I check the location for the certs, there aren't either folders created for our 2 PureConnect servers.  I opened a ticket with support (weeks ago) and they have not helped at all.  Their suggestions; Try running the app as an Administrator (didn't work), run the GenSSL (didn't work), and check the role assigned to the supervisor (I gave the supervisor the Administrator role and still didn't work).  So I was hoping someone here might have an idea?  I am able to log on to this PC and open IA without any issues.  The only real change to the supervisor is their Active Directory user name changed about 6 months ago due to marriage.  Before this, she never accessed IA, but now she needs it to be able to update an Interaction Processor/Table.

    Thanks,
    Andrew
    #SystemAdministration

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    Andrew Wooster
    Genesco Inc.
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  • 2.  RE: Unable to Open Interaction Administrator
    Best Answer

    Posted 12-10-2021 11:12
    The certs referenced live in two possible places, the C:\program files… location in the application directory and inside the c:\users\%username% directory.

    if you turn the IA logging for the user up to 100 then replicate the error, you'll see the path(s) its trying to pull the cert from and failing.

    Generally, deleting the existing certs so they can be regenerated is enough, but in your scenario it sounds like their may also be a local permissions issue relating to Windows.

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    Aaron Lael
    State of Utah - comments on this forum reflect my own personal opinions\observations and are separate from any entity I am otherwise involved in.
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  • 3.  RE: Unable to Open Interaction Administrator

    Posted 12-10-2021 11:43

    Thanks!  I can't believe support didn't call out the c;\users... location, that fixed it.  Typical support, open a case in November and get terrible suggestions on how to fix it and all they had to do was review the logs and tell me the correct location.  Normally I would have reviewed the logs myself first but was in a hurry and figured I would rely on support for their guidance, huge mistake.

    Thanks,

    Andrew



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    Andrew Wooster
    Genesco Inc.
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