Document number: 26070

 

Symptom:

Although a user is not already connected to PeopleSoft Enterprise Webcast, the following error may appear when trying to log into an open live event or the Automated Welcome to pre-test the player.

"Login Failure: User Already Connected"

Cause:

The error is caused by information that is cached in the user's participant history.

Resolution:

To resolve the issue, the user needs to re-register the participant to his/her account. See the Re-registering the participant section below for more information.

After the participant is re-registered to the user's account, the user should no longer receive the error message when trying to join future events. If the error message continues to appear, additional troubleshooting will need to be done. See the Error persists after re-registering the participant section below for more information.

 

 

 

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Re-registering the participant:

1. Log in to the Enterprise Webcast Interwise Communications Center. For additional information, see Eureka! document 16181 — How to access the Enterprise Webcast Interwise Communication Center.

2. Click the Create iMeeting Now button on the left hand navigation panel just below the user name. The Connect to Event window will appear with the meeting ID.

3. Click the radio button next to Interwise Participant Application installed on my computer and click OK when the Select Participant Application Type window appears.

4. A pop up window will appear that says, "This station was previously used by another user. Do you want this station to be registered as yours?" Click Yes.

The participant will now be fully registered to the user's account and the error message no longer received when trying to join future events.

 

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Error persists after re-registering the participant

Additional troubleshooting steps must be followed if the error persists after re-registering the participant:

1. Click OK to close the error message window when it appears.

2. Press the {Shift}+ {Alt}+ {F12} keys simultaneously with the participant still open.

3. Select M anual Connect from the drop down list.

4. The Username field in the Manual Connection to Server window will currently display a "1" or be blank

• Employees: Enter the five digit employee ID.

• Contractors: Enter the network login name.

5. Click OK.

The event will open and the error message should no longer occur.

 

Click here to return to the beginning of this document.

 

 

 

 

Created by the PeopleSoft Knowledge Management Team.
Copyright © 2004 All rights reserved.
Created: dcb 09/17/2002
Revised: jw 10/15/2004
Reviewed: 10/05/2004