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Title
Password Manager Helpdesk site throws an error after upgrade -
Description
After updating Password manager, the helpdesk and user sites are not functional. The error appears in the event viewer.Result: CriticalError
Info:
System.ServiceModel.CommunicationObjectFaultedException: The communication object, System.ServiceModel.Channels.ServiceChannel, cannot be used for communication because it is in the Faulted state.
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Cause
The following 2 issues can cause the above error:
Issue 1 - Sites being unable to properly connect to the service, often caused by certificate issues.
Issue 2 - Problem during installation of Password Manager.
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Resolution
Resolution 1 (Issue 1)
- Stop the Password Manager service
- Make a backup copy of C:\ProgramData\One Identity\Password Manager\Local.storage
- Open "Local.storage" in a text editor (i.e. Notepad), search for certificateThumbprint and delete the value between the quotes (" ")
- Save the file, ensuring it is saved in its original format.
- Restart the Password Manager service
Resolution 2 (Issue 2)
The Admin guide specifically states to uninstall Password Manager 5.7.1 or later versions, and then install Password Manager 5.9.3 on the computer where Password Manager 5.7.1 or later versions was installed.- Uninstall and Reinstall the Product
- Make sure to keep the export file so that it can be re imported after fresh installation