Console login error for one specific user: Object reference not set to an instance of an object

Version 6

    Verified Product Versions

    Service Desk 7.6Service Desk 7.7.xService Desk 2017.x


    Service Desk: All Versions

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    You are getting an "Object Reference Error" when trying to log in to any platform.




    This is a standard error message that can occur for many different reasons but this is happening for just one specific user or group of users and is not isolated to a single workstation:

    From the below stack trace error message it give an indication where the problem lies:

    Stack trace error:


    Object reference not set to an instance of an object.
    Stack Trace:
    at Touchpaper.Framework.SystemServices.Authenticator.ValidateCurrentGroup(ITpsCredentials credentials, ValidatedCredentials validatedCredentials)




    Console remembers what group you are active in when you log out.  When you log back in, Console will attempt to log you back in to the same group.  If the group has since been deleted, this will cause the "Object reference not set to an instance of an object" error.


    To fix this remove the value in the tps_current_group_guid field for the user's entry in the tps_user table in the ITBM database, the following SQL statement will achieve this for the SA user:


    UPDATE tps_user SET tps_current_group_guid = NULL WHERE tps_name = 'SA'


    Replace SA for the effected user's login name, if this does not fix the issue further diagnostics/SQL traces should be carried out.


    To check affected users, please run the below selection script:

    select tps_name, tps_title from tps_user where tps_current_group_guid in (select tps_guid from tps_group where tps_deleted = 1) order by tps_title