Customer Portals No Longer Work Correctly or Resolve Correctly to Their Hostnames
THIS ARTICLE APPLIES TO:
Knowledgebase version 8.x
ISSUE DESCRIPTION:
Searching for an article returns either a blank page or a 404 error. The URL in the window has changed to another Portal hostname.
ROOT CAUSE:
.
SOLUTION OR WORK AROUND:
Autonomy does not normally support more than one IP or one hostname. To support more then one IP or hostname, please make the following changes:
- Log in to the Windows server that hosts your Knowledgebase server. You will need to have access to administrator privileges.
- Navigate to X:\Program Files\Knowledgebase.Net\knowledgebase\applicationprogram\ini\system where X is the drive letter where you Knowledgebase is hosted.
- Edit the config-admin.xml file using Notepad, and remove any values that you find within the < PORTALURL >< /PORTALURL > :
You should see < PORTALURL >< /PORTALURL > after edits are completed.
- Save and close the config file, and retry the search.
Please note the side effect of this work around below.
AFFECTED SYSTEMS & USERS:
Knowledgebase Customer Portal users.
ADDITIONAL INFORMATION:
Side effect of this workaround:
Knoweldgebase Administrators will no longer be able to launch the Customer Portals from inside the KB Admin Control Panel. Instead, they should bookmark the Customer Portals and access them that way.
Knoweldgebase Administrators will no longer be able to launch the Customer Portals from inside the KB Admin Control Panel. Instead, they should bookmark the Customer Portals and access them that way.
ESCALATION PROCEDURE:
If you have trouble performing these steps, or have additional questions, please contact our Support group at 877-373-7848 (option 2) or via email at cimsupport@moxiesoft.com.