Source Gear Vault won't allow login

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kydaro
Posts: 11
Joined: Mon Apr 12, 2021 12:10 pm

Source Gear Vault won't allow login

Post by kydaro » Mon Apr 12, 2021 12:25 pm

Was trying to do a backup and found out my C drive didn't have enough space I restarted the server and now I can't login with my account or admin account. I looked at the logs and don't see anything particularly incriminating. Has this been run into before?

Tonya
Posts: 697
Joined: Thu Jan 20, 2005 1:47 pm
Location: SourceGear

Re: Source Gear Vault won't allow login

Post by Tonya » Mon Apr 12, 2021 12:41 pm

Are you receiving an error when you attempt to login? If so, please provide us with the error information.

Thanks,

Tonya

kydaro
Posts: 11
Joined: Mon Apr 12, 2021 12:10 pm

Re: Source Gear Vault won't allow login

Post by kydaro » Tue Apr 13, 2021 5:57 am

So when I attempt to login with my admin account the page say "Login Failed: The username or password supplied is invalid" and when I try with a normal user account I get "Login Failed: Your serial number is not a valid serial number. User logins are currently disabled"

I know the passwords are correct because I was just using them before the restart

Tonya
Posts: 697
Joined: Thu Jan 20, 2005 1:47 pm
Location: SourceGear

Re: Source Gear Vault won't allow login

Post by Tonya » Tue Apr 13, 2021 6:53 am

Hello again,

Can you please send us your Vault Server log? The Vault Server log is in %windir%\temp\sgvault\sgvault.log on the server machine. Email it to support@sourcegear.com.

Thanks,

Tonya

kydaro
Posts: 11
Joined: Mon Apr 12, 2021 12:10 pm

Re: Source Gear Vault won't allow login

Post by kydaro » Thu Apr 15, 2021 6:06 am

Hi Tonya,

Thanks for the replies. I took a look at that folder and there is no sgvault directory after the temp folder.

There are the following directories in the %windir%\temp\ folder:

SGShadowFolder
SGVaultIndex
SGVaultNotify

and none of these folders contain the sgvault.log

Tonya
Posts: 697
Joined: Thu Jan 20, 2005 1:47 pm
Location: SourceGear

Re: Source Gear Vault won't allow login

Post by Tonya » Thu Apr 15, 2021 6:26 am

Hello again,

Did you look for this folder on the machine where the Vault Server is installed? It will not exist on your client machine, only the machine where Vault Server resides.

Thanks,

Tonya

kydaro
Posts: 11
Joined: Mon Apr 12, 2021 12:10 pm

Re: Source Gear Vault won't allow login

Post by kydaro » Thu Apr 15, 2021 8:22 am

Yes that is correct, I looked on the machine where Vault Server is installed not on the client machine.

Tonya
Posts: 697
Joined: Thu Jan 20, 2005 1:47 pm
Location: SourceGear

Re: Source Gear Vault won't allow login

Post by Tonya » Thu Apr 15, 2021 8:56 am

What happens when you try to connect to your server using the link below:

http://yourservername/vaultservice/vaultservice.asmx

Do you receive an error? If so, please provide us with the details.

This issue could be related to IIS. Please confirm if IIS is running.

Thanks,

Tonya

kydaro
Posts: 11
Joined: Mon Apr 12, 2021 12:10 pm

Re: Source Gear Vault won't allow login

Post by kydaro » Mon Apr 19, 2021 6:05 am

I receive a list of services. I normally login through <http://servername/VaultService/VaultWeb/Login.aspx>

When I try that the page does resolve and lets me put in credentials. If I put admin credentials in I get "Login Failed: The username or password supplied is invalid" however I know the credentials are correct.

If a normal user credentials are used the following error happens "Login Failed: Your serial number is not a vail number. User logins are currently disabled"

Tonya
Posts: 697
Joined: Thu Jan 20, 2005 1:47 pm
Location: SourceGear

Re: Source Gear Vault won't allow login

Post by Tonya » Mon Apr 19, 2021 6:39 am

Hello again,

Try restarting the Vault Server (by resetting IIS). Hopefully this will resolve it.

Tonya

kydaro
Posts: 11
Joined: Mon Apr 12, 2021 12:10 pm

Re: Source Gear Vault won't allow login

Post by kydaro » Mon Apr 19, 2021 10:52 am

I clicked restart server on the IIS manager (I believe that is what you meant) and I still receive the same errors.

Tonya
Posts: 697
Joined: Thu Jan 20, 2005 1:47 pm
Location: SourceGear

Re: Source Gear Vault won't allow login

Post by Tonya » Mon Apr 19, 2021 1:57 pm

One more thing to check is to see if the sgmaster database is in single-user mode. That could prevent an admin from logging in.

If this doesn't help, please provide us with more details in regards to the steps you took when you ran out of disk space. You also specified that the logs didn't indicate anything in particular, what logs are you referring to?

Thanks,

Tonya

kydaro
Posts: 11
Joined: Mon Apr 12, 2021 12:10 pm

Re: Source Gear Vault won't allow login

Post by kydaro » Tue Apr 20, 2021 7:26 am

Yes, the sgmaster DB is in single user mode. I tried to change that by right clicking the sgmaster db and going to properties but received the following error:"Database 'sgmaster' is already open and can only have one user at a time".

Found instructions online to do the following: Check who was connected to the sgmaster using the following commands from 'master' database
USE MASTER;
EXEC sp_who2

In the output I didn't see any accounts connected to the sgmaster database.

I restarted the SQL server service and attempted these commands
USE MASTER;
ALTER DATABASE sgmaster SET MULTI_USER
GO

the output was as follows
"Changes to the state or options of database 'sgmaster' cannot be made at this time. The database is in single-user mode and a user is currently connected to it".

Tonya
Posts: 697
Joined: Thu Jan 20, 2005 1:47 pm
Location: SourceGear

Re: Source Gear Vault won't allow login

Post by Tonya » Tue Apr 20, 2021 7:40 am

Is the Vault Server still running? If so, you will need to stop it in order the change the mode in SQL Server.

Tonya

kydaro
Posts: 11
Joined: Mon Apr 12, 2021 12:10 pm

Re: Source Gear Vault won't allow login

Post by kydaro » Tue Apr 20, 2021 10:01 am

Do you mean at SQL Management right click sgmaster --> tasks --> take offline?

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