Live Response issue - Account settings disappearing

[mbraham]

Hi All,

I'm hoping (as this is my firt post here), that my searching has been thourough enough and that this hasn't been covered before....

I had a similar issue to others (mentioned in the threads about Windows Updates loosing functionality with Live Response), and now have version 3.1.1.61 STABLE running.

My problem is, that in Tools, Options and in the general tab, my account settings should be listed in there.... and they aren't!
If I go in and add them, they will appear to save, but the very next time I go back through the menues to see if they are there they have disappeared!

To add to the strangeness, the program actually still connects me to our Support Suite installation (so it's obviously remembering my details somewhere)....

The other issue I have is that, while it is fine when I log on, if one of my technicians logs on in my place, they have the same disappearing account detail problem, but are unable to log on at all.

Has anyone came across the same problem? Anyone know of a fix?

Cheers

Mark
ICT Network Manager / Cluster ICT Support Coordinator
Brannel School, Cornwall, United Kingdom

[craigbrass]

What operating system are you running?

As you are a school, I assume you have some sort of network system running too. Which are you using (Novell, Citrix, etc)?

[mbraham]

Hi Craig,

I thought you might reply... I've seen your name appear a few times! (Thanks)

We are a school, but one of my pet hates is people who insist on using chunky and unnecessary front-ends on their systems!
We run a totally vanilla Server 2003 / XP network, however, what you were probably getting at is what our Support Suite installation was installed on?
If that was the case, then it is housed externally on webspace provided by UK Web Solutions Direct.

Cheers

Mark

[craigbrass]

I was getting at if you have any of the Novell / Citrix stuff distributing applications and managing logins. This could of been causing the problem but as you are not, this is fine.

Does this happen on all XP machines (ie have you tried on more than one or is it just one causing the problem)?

[mbraham]

Hi Craig,

I went back to one of the 4 test machines I used yesterday to get the error message that came up and found that the details it had stored was pointing to an incorrect domain name (despite the account settings not showing up as detailed above!)

I was able to put new account details in, apply, exit the application and re-open it.
It now displays the splash screen and returns the error titled "Account File Error":
"An error occured while trying to load account data from disk" Accounts will not be available"

Clicking OK on this message will let me log in with my Support Suite account details though.

Cheers

Mark

[craigbrass]

The fact it is happening on 4 test machines is very weird and suggests to me it is actually just an error being thrown up because of the fact it cannot connect. These are all XP machines with Service Pack 2 right (I have just tested on this OS and don't get this error)?

Check Tools -> Options -> Network and make sure the proxy settings are correct.

[mbraham]

Yep. All XP SP2 with firewall off.
Proxy settings are correct (and the fact that one it lets me in, I am able to access our externally hosted Support Suite installation confirms this).

I'm half wondering if this has anything to do with the location that the installation of Live Response stores user settings....
Our stations are configured by group policy to redirect various locations (I.E standard user data should be forwarded to \\servername\%username%\application data
Is it possible that this is causing some kind of issue?

With that said, the accounts that I have been running the tests with are administrative accounts, so would still be able to write to C:\documents and settings\%username% if a program requested it?

[craigbrass]

Ah yes, that would explain the behaviour. What I suggest you do is contact roger.clark ]at[ kayako.com linking to this thread and explaining your situation. He should be able to debug with you and fix the software.

[mbraham]

Thanks Craig. I have just sent an email to him as you suggested and will await a response.
Thankfully this isn't critical at the minute as, despite the errors, I am still able to get in and appear to have full functionality!

Cheers

Mark