Onbase - Exception Error When Logging Into Unity Client - Internal

Issues/Questions

* Onbase Unity client is being sunsetted.

* The Onbase Web client is the preferred client solution and can be found at case.edu/onbase. Launch a Chrome browser window and navigate to the URL.

  1. Error message box with an Exception (message mentioning retrieving the COM class factory failed and illegal operation attempted on a registry key that has been marked for deletion, screenshot below) while External User (EU) is using OnBase Unity Client and logging in with IdP/SSO;

Example tickets: 880357, 878651, 883389, 878178

Process/Procedure

  1. EU should be using Unity Client ONLY for scanning and indexing;
    1.  Unity Client is configured for EU scan/index in ONLY 3 departments (University Financial Aid, Student Employment, Human Resources);
    2. All other EUs should be using OnBase Web Client and may login using Single Sign-On @ case.edu/onbase
  2. To resolve the error, test login to Unity Client using IdP for authentication (do NOT use OnBase authentication because this is an issue related to IdP and a stale registry key);
    1. If the error presents, the error will be resolved by rebooting the docm-unity application server (this should only be done AFTER confirming that the server is not running some other process that needs to complete);
      1. Rebooting the app server will clear the stale registry key which is generally an artifact from incomplete patching or failure to reboot the server following patching;
      2. Each OnBase appserver is set for an automatic restart nightly. However, if the nightly restart does not occur (there may be a process running that the server will not interrupt) or occurs prior to patching or other service then a stale registry key may exist as an artifact;
      3. Restarts during normal business hours should be limited to periods of minimal use, e.g., lunch hours, whenever possible.
    2. If the error does not present, the issue needs to be triaged by Executive Support on the EU workstation and any ticket should be reassigned to that group.


 

 

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