Known Issues - Manage Users

Known Issues - Manage Users

Q1: User Management Page Loading in Prolaborate

Description:

When attempting to add a user in Prolaborate, the user encounters a loading state while accessing the user management page.

Possible Reason:

  1. The loading problem arises when a user upgrades from version 3.7 to the latest version, either 4.x or 5.x.

  2. If the user missed to execute the Data Migrator following the upgrade, it will result in the occurrence of this loading issue.

Resolution:

To address the loading issue post-upgrade in Prolaborate, users are advised to initiate the Data Migrator tool. If the issue arise after the upgrade we need to get some inputs from user which are listed below:
  1. The database used for Prolaborate, whether it's MS SQL or MySQL.

  2. Additionally, could you please share the HRA file log by following the steps below:

    Step 1:  Right-click in the browser window or tab and select "Inspect." 
    Step 2:  Click the "Network" tab in the panel that appears. 
    Step 3:  Reproduce the issue you are experiencing. 
    Step 4:  Once you have reproduced the issue, click the download button (Export HAR) that appears when you hover your pointer over it. 



    Step 5:  Name the file and click "Save" to download it.

  3. Share the full information log by following the below steps:

    a. Clear existing information logs from the folder: C:\Program Files (x86)\Prolaborate\ProlaborateApp\Logs 

    b. Open the Prolaborate Management service located at: C:\Program Files (x86)\Prolaborate.\ProlaborateManagement

    c. Set the log level to "information" and click the"Save" button. 


    d. Restart the Prolaborate v5 service from the task manager.



    e. Reproduce the issue once again to generate new logs. Please provide the webApp logs in the form of a zip file from the following location: C:\Program Files (x86)\Prolaboratev4.\ProlaborateApp\Logs.

  4. And Share the User table from Prolaborate database 
    Please follow the instructions below to export the user's table from Prolaborate DB and share it with us.

    Step 1: 

    Open the SQL database ->  Select the Prolaborate DB and right click -> Tasks -> Generate Scripts




    Step 2:

    It will navigate you to the following page -> click next







    Step 3:

    As a next step, we need to choose the path where the script needs to be saved.



Email Draft:

Hi Customer name,

Thank you for providing the detailed User Schema and Data. We appreciate your cooperation in helping us resolve this issue.

Our team has begun investigating the issue with the information you shared. We will keep you posted on the updates.

In the meantime, we recommend trying to run the Data Migrator for Prolaborate, as it may help resolve the user management issue you are experiencing. Here are the steps to run the Data Migrator:

1. Navigate to the Prolaborate installation folder (e.g., C:\Program Files (x86)\Prolaborate\Prolaborate DataMigration).


2. Right-click on “DataMigrator.exe”.

3. Choose ‘Run as Administrator’.



The Data Migrator will initiate a command prompt window to display the migrated file name and its status. Once the migration is completed, simply press any key to close the window.



Please follow this and let us know the outcome.

Reference:

Ticket ID: #10039
Subject: Prolaborate User Management Page Error: User List Cannot Render
Department: Prolaborate Support



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