This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.
Track-It! 11.4 SP1 (18.104.22.1688)
In Tools > Administration Console > Configuration > Change Database Password, Administrators change the SQL SIDs that components of Track-It! use to access the database.
On completion of this operation, the encrypted hash for the new password should appear in both of these files;
C:\Program Files (x86)\BMC Software\Track-It!\Track-It! Server\trackit.cfg
C:\Program Files (x86)\BMC Software\Track-It!\Track-It! Services\ConfigurationData\trackit.core.dataaccess.xml
Technical Support has had reports of instances where either of these files are not being written to with the new encrypted password following this operation.
Two files should be changed after using Tools > Administration Console > Configuration > Change Database Password, the trackit.cfg file and the trackit.core.dataaccess.xml file. Once the database password has been changed, the encrypted values in these two files do not match.
<Search server="TI20" database="TI21_Trackit_Data" user="TrackIt80_9" password="t+Bf9rLsBBbZUAFJaDFirw==" />
<Search server="TI20" database="TI21_Trackit_Data" user="TrackIt80_9" password="B844oSK/FG9ccBeTfR8PmQ==">
Both of the encrypted passwords should match in both files.
Steps to reproduce
1. Login to the Technician Client
2. Open the Administration Console->Configuration-> Change Database password
3. Change the password.
4. Check the trackit.cfg and the trackit.core.dataaccess.xml file. They both with have different encrypted values for the Trackit80_X account
5. We also see that Audit Now fails and the Support Center crashes.
This is a known issue which has not yet been rectified in the current version of the product.
To resolve the issue, copy the encrypted password from the trackit.core.dataaccess.xml file to the trackit.cfg file, so that they match. Be sure to do that, and not the other way around.
Then restart the Track-It! Service Management service.
If that does not fix the issue, contact Track-It! Support and refer to this article. We have a tool that we can use to correct your encryption and keys.
If you are experiencing this issue, please open a new support case and refer to Track-It! Defect number DRZOZ-7422: "Change Database Password function not writing a matching encrypted password to all configuration files".
Your case will be associated with the defect, and you will be able to view the defect status in your case in the Defects/RFEs/CARs section.