Log In Error Message - Upgrade from 8.1.0.431 to 8.30.478
THIS ARTICLE APPLIES TO:
Moxie Channels NetAgent version 8.10.431
ISSUE DESCRIPTION:
After a seemingly successful upgrade from Moxie Channels NetAgent version 8.10.431 to 8.30.478 there is a error message presented when logging into the nGenera Customer Interaction Management Administrator:
Unable to log in to Web Administrator
Unknown Response Received
ROOT CAUSE:
This issue is caused by an incorrect path for the Web Service Extension in IIS.
This path points to the incorrect location of srvgate.dll
The correct path should correspond to the new installation location:
x:\Program Files\nGenera\NetAgent Server\IP_address (where x is the drive where the files are installed).
This path points to the incorrect location of srvgate.dll
The correct path should correspond to the new installation location:
x:\Program Files\nGenera\NetAgent Server\IP_address (where x is the drive where the files are installed).
SOLUTION OR WORK AROUND:
To fix the issue create a new Web service Extension: i.e nGenera – Netagent ISAPI filter. Point it to: x:\Program Files\nGenera\NetAgent Server\ip address\http\scripts where x is the correct drive letter and ip address is the ip address of your server.
Set the state to be allowed.
Set the state to be allowed.
AFFECTED SYSTEMS & USERS:
ADDITIONAL INFORMATION:
ESCALATION PROCEDURE:
If you have additional questions, please contact our Support group at 877-373-7848 (option 2) or via email at cimsupport@moxiesoft.com.