Wow that's a weird one. Might need to contact support to get some assistance with that. You can find options for contacting them at http://support.trackit.com.
What version of Track-It! are you using?
Is the technician using the Web, Windows or Mobile client primarily?
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Was able to get this resolved with BMC Support. This issue appeared after this user had updated Windows to 1903. BMC Support did acknowledge this to be the issue and provided the following instructions;
Hey, Cris. We are using 11.3. User was on windows. We believe it was caused by the user's recent Windows update to 1903. Thanks.
Wow, strange. Great job support for knowing that one.