Unable to log in after upgrade to 5.0.0.35270

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Dominic Ashfield

• September 13, 2022 03:56
• Edited

Hi Support,

I have tried calling our license supplier, but unfortunately MGTS appears to have gone out of business.
From memory we are licensed for 52 cameras, but I cannot log in to check (see below).

We recently did an upgrade (to client and server) through the NxWitness Desktop client, using the provided button.

Once this was done, we completely lost the ability to log into the Admin account, either through the Desktop client or via the server web page. All other accounts are non-administrative.
It now complains that the "admin" username or password is wrong, but these are recorded in multiple places, have not changed, and were used moments before to log in and perform the upgrade.

Version details from Desktop client:
Nx Witness Client version 5.0.0.35270 (be6f59106ab7).

Built for windows-x64 with msvc.

OpenGL version: 4.6.0 - Build 30.0.101.1404.

OpenGL renderer: Intel(R) UHD Graphics.

OpenGL vendor: Intel.

OpenGL max texture size: 16384.

Client OS: Windows 10 Enterprise 21H2

Server OS: Ubuntu 20.04.5 LTS

Screenshot: NxWitnessLoginIssue.PNG

 

Any suggestions or help would be greatly appreciated, as we cannot presently perform and adds, moves, or changes to our system.

 

Kind regards,
Dominic Ashfield

EDIT: We have of course tried restarting the media server service, restarting the server OS, etc.

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  Norman - Nx Support

  • September 13, 2022 06:43

  Hi Dominic Ashfield,

  Would it be possible to provide remote access to the server either with TeamViewer or SSH?
  This way we can reset the password for you.

  Once confirmed we'll transfer this topic into a support ticket, so you can share the remote access details privately.

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  Dominic Ashfield

  • September 13, 2022 06:53

  Hi Norman,
  
  I can arrange a Teamviewer session to a computer that can then SSH into the server, if that works?
  Availability on my end is 8:00am-15:30pm (ACST, GMT+9:30), Mon-Thur.
  
  Thanks in advance!
  
  Kind regards,
  Dominic Ashfield

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  Norman - Nx Support

  • September 13, 2022 06:58

  Dominic Ashfield,

  Just transferred your topic to a ticket.

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  Nick Johnston

  • November 03, 2022 01:30

  We are having exactly the same issue. All accounts work including administrator accounts.

  Cannot log in as "admin" and this means we can't add another server.

  We went from 4.2.0.32840 to 5.0.0.35270

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  Ichiro

  • November 03, 2022 01:38

  Hi Nick Johnston,

  I have created a ticket for you, please refer to the email in your inbox and we would be able to help you.
  Thanks.

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  Norman - Nx Support

  • December 22, 2022 09:58
  • Edited

  The issue has been resolved, and we'll set this topic to 'Completed'.

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