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[SOLVED] Using ATIH 2017 NG Dashboard will result in an permanent error

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ATIH 2017 NG b6116

Scenario:
a user tries to launch the Dashboard from the UI (Dashboard > Online Dashboard)
Firefox 52.0 or earlier (64bit) is used

Problem:
The user will receive a message called "Login / The JWT-Token is expired or invalid."
The problem is persistant and reproducible from other machines.

Login to the dashboard manually using the Acronis account credentials does work. A manual login / logout will not fix the issue outlined before.

 

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Hello Karl,

I have just installed Firefox 52.0 (64-bit version) on a clean Windows 10 64-bit and the issue did not reproduce. I was able to successfully enter the Dashboard after clicking Dashboard -> Online Dashboard in the software.

I have checked builds 6116 and 8029. In both cases I was able to get to the Dashboard web page without any problem.

If the problem still reproduces for you, you can try clearing the cookies list for Acronis web site: enter Firefox Settings - Privacy - Remove individual cookies - type acronis (starting with a small "a") - click the first found entry, scroll to the end of the list and click on the last found item with pressed Shift - then click "Remove Selected". If the login still fails, please submit a ticket, we would work with your specific account to investigate and resolve the issue.

Regards,

Slava

Hello Slava,

thanks for your testing. When testing the behaviour again on 2 machines I get no longer an error message (but dashboard does not work). After deleting the cookies the error message reappeared as in the orignal post.

I will open a ticket for this issue.

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I have provided the logs and data for this case. The assigned support case number is: 02940419

The root of the problem was that all affected machines were still registered and logged into the wrong account (my ATIH beta account) but never gave any message that the version or key has expired. In consequence the ATIH tried to launch the dashboard of the beta, that was already retired. This also explained why a manual login to the actual dashboard worked fine.

Hello Karl,

Thanks for sharing the outcome.

It is just that there was not only a Beta key under that account, but also a regular 1-year subscription key. When the Beta finished, the software automatically switched to the second license available.

Regards,

Slava