[SIMS] SLG Webparts "sorry but the requested information is currently unavailable" [Solved]

[SteveB]

Hi Guys, we have an error with a school where users can log in authenticate with AD but they receive an error on every webpart now "sorry but the requested information is currently unavailable".


This all stemmed from advice we received from Capita for an unrelated issue where they told us to detatch and reattach the database. Since then SLG does not work.

WE can provision users and access SLG but no data is pulled. We have detached and reattached before on SLG schools with no issue but this is perplexing. The school in question relies on SLG as their primary access to SIMS data so it is a real issue. Capita have thus far not commented on the case.

Anyone else ever had this?

[irsprint84]

Think I got a database patch for that, call sims about it

[SteveB]

WE are chasing Capita to no avail . . . don't suppose you are able to get you hands on a case ref, KB or patch number?

[irsprint84]

I cant remember it was so long ago but yes they never get back to you

[vikpaw]

Are you directly supported by Capita?
If you're getting no joy, contact your account manager, or the service manager.

[jamesb]

Just a quick one - if you've got the details for the SLG data access service account (name would've been set when the account was created) make sure that it has permissions to the actual SIMS database.

[SteveB]

Just a quick one - if you've got the details for the SLG data access service account (name would've been set when the account was created) make sure that it has permissions to the actual SIMS database.

Cheers James, we had just checked those details and they are correct and SLG portal reports that the connection is ok. We have not changed any access rights to the user account within sims

[jamesb]

Thanks. When you say it applies to every web part, does it also affect the My Account web parts? These link directly to Active Directory and so wouldn't be using the SIMS database. If they are affected, then it'll be something on the application server.

Just a quick warning though - my knowledge of SLG is a little out of date, so things may have changed.

[SteveB]

it DOES affect the My Account page so that is interesting. thanks James.

[jamesb]

In that case on the application tier, try putting the password for the service account back in place. I remember a few cases where for some reason it'd lost it's credentials.

[SteveB]

In that case on the application tier, try putting the password for the service account back in place. I remember a few cases where for some reason it'd lost it's credentials.

Thanks again James, i have passed this to the team that has access to the SLG portal. Unfortunately i cannot check these areas myself.

[jamesb]

No problem. I'm out of ideas now though. Hopefully Capita'll be able to help you if it's still an issue.

[wpjon]

Have you enabled the enhanced error logging for a user who is experiencing the problem, KB84895 on SupportNet shows you how to do it, this should give you a more detailed error message. The message you put is the "friendly" error message and could be because of a number of issues.

[SteveB]

UPDATE: just to close this thread, it was a corrupt external access account. Although it continued to work for provisioning it had stopped working in relation to displaying the data on SLG2. New account created and all is good.