2 Replies Latest reply on Feb 27, 2017 7:46 AM by GreggSmith

    Users stuck at Xtraction Dashboard while signing in.

    Shiny Rookie

      Hi,

       

      Our Xtraction version is 13.3.5088. When user sign in at a particular time, they are stuck at the Xtraction Dashboard like the following:

      xtraction.PNG

      Is there any solution other than restarting the IIS service? Thank you.

        • 1. Re: Users stuck at Xtraction Dashboard while signing in.
          cjensen SupportEmployee

          Hello,

           

          I see that you are currently working with our support team to investigate this further, which is what I would have suggested. Please let us know if you run into any additional questions.

           

          Thanks!

          • 2. Re: Users stuck at Xtraction Dashboard while signing in.
            GreggSmith SupportEmployee

            The two main causes for Xtraction to hang during the splash screen are (1) unable to access the Xtraction database and (2) the user's personal settings for default columns references an non-existent column (someone has since renamed/deleted it in the data model).

             

            Each of those would occur at specific steps in the load process of the splash screen.  I don't recall off hand which would occur at/around the "Loading user session" stage.

             

            And, of course, the problem could be something else completely.  Those are just the 2 most common causes I've seen over the years.

             

            Gregg

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