Logging failing when starting Service Desk Console after fresh install

Version 2

    Problem:

     

    When trying to login to console on Service Desk console from a client machine and you get the following error as shown below:

     

    error start console.JPG

    The following section explains the error mention above when you try to login and you get the following messages;

    1) Pop-up box:

    Title: There has been a problem loading the Shortcut bar from the server cache

    Content: There is an error in XML document (1,40)

     

    2)  Console window:

    The type initialize for  'Touchpaper.Console.SnapInManager' threw an exception.

    This can occur even if you have local administrator privilege on the client machine.

    Even if you try to uninstalling and re-installing and still fail on login.

    You would be able to login to console from the server and not from some client machine.

     

     

     

    Solution:

     

    The issue relates to the following registry key:

    HKCU/Software/Microsoft/Windows/Current  Version/Explorer/User Shell Folders/Personal/X: and this maybe pointing to  X: a network drive location.

     

    This key is used to specify where "My Documents" is located. This could have been deploy through GPO on client machine and affect only certain user.

     

    X: would be a network drive which is map on the client pc.

     

    The solution would be to specify directly the network path from registry instead of a map drive letter i.e.: X:

    and also to check that the privilege are correct on my documents with Read/Write and modify access.

     

    Service Desk require access to MyDocuments folder of the login user as and this issue raise when MyDocuments is redirected.

     

    Environment:

    All version