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Unable to Log In to KB Admin Control Panel (Error code: Client)

about 13 years ago | Article no. 1962
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THIS ARTICLE APPLIES TO:

All versions of Knowledgebase.

ISSUE DESCRIPTION:

Users recieve the following error while logging in to the KB Admin Control Panel:
 (Error code: Client)

ROOT CAUSE:

The Knowledgebase License Key may not be properly applied, or the license key is malformed.

SOLUTION OR WORK AROUND:

Re-apply the Knowledgebase License Key using the Knowledgebase License Key Registration Utility.
Please note: to perform this step, administrator level access to the Knowledgebase application server is necessary.

  1. Log into the application server on which your Knowledgebase Admin component is installed.
  2. Click Start.
  3. Click Programs.
  4. Locate the Talisma or nGenera listing. Note: Versions 8.3.2 and higher will be listed as nGenera while earlier versions will retain the Talisma name.
  5. Hover your mouse over the Talisma/nGenera listing to expand list of applications within.
  6. Click the Knowledgebase License Key Registration Utility.
  7. When the application opens, you will be asked to enter the license key into the text field.
  8. Using Notepad, open the license file you were provided by nGenera Sales at the time of your purchase.
  9. Copy the license key from the file, ensuring not to copy any blank spaces at the end of the text.
  10. Paste the copied text into the text field of the Registration Utility. Ensure there are no spaces at the end of the text.
  11. Click Save.



AFFECTED SYSTEMS & USERS:

Internal Users attempting to log into the KB Admin Control Panel.

ADDITIONAL INFORMATION:

If a new key has been generated (to support more articles or users for example) with a different organizational name, this error may also occur. The key must be generated with the original name and reapplied.

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.