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Equitrac installation fails when part of the username contains domain name

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Article # 3015571 - Page views: 474

Problem Statement

Equitrac installation (including upgrade) fails. The following error is logged by MsiInstaller in the Windows application log:

Product: Equitrac Express -- 1: LogonUser failed with error code : GetLastWin32Error=1326

or

Product: Equitrac Office -- 1: LogonUser failed with error code : GetLastWin32Error=1326

This error occurs despite the installer successfully passing the Test Credentials test on the Service Log On Credentials screen.

Cause

A bug in the Equitrac installer exists if using a service account where part of the domain name exists in the username.

For example: DOMAIN\svcDOMAINuser

Resolution

Nuance will resolve this issue in the next major release of Equitrac.

As a workaround, when entering the Account and Password on the Service Log On Credentials screen of the Equitrac installer, specify the domain and username with opposite cases (e.g. domain in uppercase, and username in lowercase).

For example: DOMAIN\svcdomainuser