User can't switch companies unless he's on the other app server

Kinetic ERP
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One of our users is unable to switch companies in the Kinetic homepage (we’re on 2023.2), unless I move him to another app server via editing his sysconfig file, and restarting his Epicor client.

His company dropdown box is greyed out if he’s on the primary app server.

Any ideas why?

We restart everything (servers and PC’s) each weekend during Sunday maintenance.

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Assuming:

  • Appserver1 is on IIS Server1
  • Appserver2 is on IIS Server2
  • Both Appserver1 and Appserver2 point to the same SQL database on the same SQL instance.

When the end user logs into Appserver1: (aka: not working correctly)
The end user has a client sysconfig file that points the AppServerURL and HomepageURL of Appserver1, and logs in with their Kinetic credentials.

From the Kinetic homepage/main menu, the end user clicks on the Profile button on the left vertical toolbar and when they click on the Company dropdown it is grayed out? If the company the end user is in has more than one site/plant, is the Site drop down also grayed out?

When the end user logs into Appserver2: (aka: working correctly?)
The client sysconfig file is changed so that the AppServerURL and HomepageURL is to Appserver2, and logs in with the same Kinetic credentials as they do when they log into Appserver1.

From the Kinetic homepage/main menu, the end user clicks on the Profile button on the left vertical toolbar and when they click on the Company dropdown it is not grayed out (and there is more than one company selectable from the dropdown?)

Questions:

  1. How sure are you that the end user isn’t just messing with you?
  2. Does the end user experience the same behavior when they log into Kinetic homepage via a browser to a given appserver process as they experience when they log into the Kinetic client that is pointed to the same appserver process?
  3. Is the end user logging into the MES or one of the other special end user license types (TE, CRM) or just the regular ol’ full office interface?
  4. By any chance, does the end user have a Kinetic userID that includes upper case characters? ← me asking this question does not in any way suggest that I happen to know that upper case characters in userIDS can cause unusual issues in Kinetic 2023.2 <cough>
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Nathan,

You got it, except when I edit the client sysconfig file, I’ve only changed the AppServerURL value. I didn’t change the HomepageURL value when it started working. It was still pointed to the 1st app server.

Assumptions are correct - We’ve got 4 app servers (Iowa, Connecticut, EKW / Handhelds / MES, API Integration). They’re each on their own VM, and point to the same SQL database on a different VM.

We’ve got 3 companies, each with one site.

  1. I’ve gone down to his desk, and tried it personally. I then edit the sysconfig file to point to our 2nd app server, and close/restart the client via taskbar shortcut, and the company dropdown then works.
  2. Haven’t tried using the browser for both app servers. Will do it when the employee returns from vacation.
  3. No, full office. He’s our collections guy.
  4. Yes. UserID is all caps. A lot of coughing has been going around lately!

Will update when he’s back. Thanks for jumping in!

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good to hear from you

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Update: It’s working fine now, with no change on our end (that I know of). Our user is back and able to change companies in the Kinetic Homepage both in the browser and on the client, when logged into the first app server. Maybe all it took was a vacation to Puerto Rico!

Chalk this up to random weirdness, I guess.

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I’ll let my boss know that’s the solution. Just need to start looking at flights now…

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