Resetting the Portal valid date

Issues related to the use and operation of Family History Centers
eyoungberg
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Resetting the Portal valid date

Postby eyoungberg » Sat May 13, 2017 9:11 am

Accepted.PNG
Portal status valid date
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What is the process to reset this date before it is reached?

russellhltn
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Re: Resetting the Portal valid date

Postby russellhltn » Sat May 13, 2017 10:53 am

I've not seen that. I'm sure In normal use, it should reset itself.
Have you searched the Wiki?
Try using a Google search by adding "site:tech.lds.org/wiki" to the search criteria.

coombs1
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Re: Resetting the Portal valid date

Postby coombs1 » Fri May 19, 2017 8:15 am

We now have no portal access at the Mapleton FHC. They DID NOT reset themselves last night during the update. We have frustrated patrons who came specifically to use the portal yesterday and were unable to access what they needed. Please advise.

lajackson
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Re: Resetting the Portal valid date

Postby lajackson » Fri May 19, 2017 9:20 am

coombs1 wrote:Please advise.

I would suggest you contact the Family History Department help desk and let them know what has happened.

coombs1
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Re: Resetting the Portal valid date

Postby coombs1 » Fri May 19, 2017 9:57 am

We have done that also.

lajackson
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Re: Resetting the Portal valid date

Postby lajackson » Fri May 19, 2017 10:28 am

coombs1 wrote:We have done that also.

Were they able to fix the problem for you? This is a user-to-user forum, so often we do not know how many of these challenges are finally resolved.

coombs1
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Re: Resetting the Portal valid date

Postby coombs1 » Fri May 19, 2017 11:58 am

They haven't got back to us yet.

ShawLH
Church Employee
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Re: Resetting the Portal valid date

Postby ShawLH » Mon May 22, 2017 6:19 am

Summary:
Get Tivoli BigFix working.

Some Details:
Is IBM Tivoli BigFix running? It is listed as the "BES Service" in the Services.msc control panel. The FHC Services Portal requires that Tivoli is working. There is a daily task that gets ran via Tivoli that updates specific code on the system, then upon reboot, the computer re-authenticates itself with the FHC Services Portal's administration server. That authentication lasts for 60 days, so your systems have been broken for that much time.

If the BES Service is running, you may launch the "View Log" tool (Start menu - Programs - FHC Support Tools folder) to see if there are any obvious errors with the Tivoli BigFix client's ability to communicate with its servers. If there is a problem, in the log file you will see reoccurring communication failures every 5 or 6 lines. If this is the case, you should reinstall Tivoli. (There is no need to uninstall. Simply reinstall over the top.) You can download the installation package from https://familysearch.org/remote/centers.html.

If you are using Deep Freeze on your systems in your center, then you need to make sure that you have implemented the Deep Freeze client configuration correctly by utilizing the recommended batch file that is included with the Deep Freeze package download.

If Tivoli is working, then there is a need to do more advanced troubleshooting, which at that point in time I recommend getting in touch with the support team at FamilySearch.

ShawLH
Church Employee
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Re: Resetting the Portal valid date

Postby ShawLH » Tue May 23, 2017 12:04 pm

An Additional Note and FIX:
I did some further digging and found that one of the Tivoli BigFix Fixlets/Actions was not working correctly. Systems with Deep Freeze on them, even though they were going into a thawed or maintenance state, Tivoli would never successfully "unlock" these systems to receive updates. This would stop the underlying FHC Service Portal process that obtains a new set of credentials from ever running. Thus it never got an updated date and the associated credentials.

I do not know how long this was broken. According to the Maple FHC's problem, at least since March. I do not know if this affected all systems or just some of them. The command that was used previously to unlock systems has worked for at least 5 years, so why it stopped working is a good question. Probably a "feature" released in some Tivoli update made by IBM.


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