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Intermittently sent to sign on page and not receiving alerts

Intermittently sent to sign on page and not receiving alerts

We have identified a specific setup that can occur during an install or upgrade which will cause the Ping Setup service to restart when an alert is triggered. This occurs when the virtual proxy name (when you are using the default virtual proxy) is not stored correctly in the database, storing as a null rather than a blank.

Symptoms:
– You are NOT using a virtual proxy prefix to connect to Qlik Sense
– Regularly sent to sign on page whilst using the Ping Web App (so not a timeout issue)
– Not receiving email or mobile alerts
– Ping Setup service is restarting (but you might not notice as it restarts directly. You can see this error in the Windows Event Viewer)

Actions to validate if this is the issue:
To check the value stored in the database without installing a UI tool follow the steps below:
– You will need to remote desktop onto the Ping server
– Open a command line window with run as administrator rights
– Type cd C:\Program Files\MongoDB\Server\4.0\bin and press Enter (you may need to change this if you have a different version of MongoDB installed).
– Type mongo and press Enter to run the MongoDB Shell
– Type use pingalerting and press Enter to switch to the pingalerting database
– Type db.DataSourceEdit.find() and press Enter to view the record in the collection. NOTE: the collection name and Field name are case sensitive.
– Check the value stored for qlikProxyName, if "qlikProxyName" : null then we will need to correct this. If "qlikProxyName" : "" then this is not the post that describes your issue. Please check our other troubleshooting posts in the Ping Knowledge base.

Actions to update the qlikProxyName value:
If you have identified "qlikProxyName" : null in the above steps then run the following steps to update this value in the same cmd window as above.
– Type db.DataSourceEdit.update({},{$set: {qlikProxyName: ""}}) and press Enter to update the value from null to "". NOTE: the collection name and Field name are case sensitive.
– Type db.DataSourceEdit.find() and press Enter to recheck the qlikProxyName value.
– Click ctrl+c to close the Mongo Shell session and close the command window.
– Restart the Ping Setup service.

Known affected versions:
2019.03.02.16
2019.03.02.19
2019.03.02.22

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