# Troubleshooting System Identity Changer Utility and system user issues

This section provides information for troubleshooting issues related to the System Identity Changer Utility and the LoadRunner Enterprise system user.

In this topic:

## Error running the Change Identity utility

Problem Description

When running IdentityChangerUtil.exe, you receive the following error: “Another instance is already running. Please switch to it.”

This is because there is another instance of the Change Identity utility already running.

Troubleshooting

- If you can see the other instance, you should use that one, or close it and then restart the utility.

- If you cannot see the other instance of the utility, it means that another user is running it on the same machine. Switch to the other user and close the utility before attempting to run it with a different username.

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## Unable to connect to the LoadRunner Enterprise Server

Problem Description

When entering the LoadRunner Enterprise site administrator credentials on the LoadRunner Enterprise server, the “Unable to connect to the LoadRunner Enterprise Server” error occurs

This error can be caused by a number of issues, including connectivity problems, security settings, or because the LoadRunner Enterprise server services are not up and running.

Troubleshooting

- Verify that the LoadRunner Enterprise Backend Service is up and running.

- Ensure Data Execution Prevention (DEP) is disabled on all LoadRunner Enterprise server and host machines.

- Ensure the Internet Explorer Enhanced Security Configuration setting is disabled on all LoadRunner Enterprise components.

- Ensure User Account Control (UAC) is disabled while logging in as the default LoadRunner Enterprise system user (IUSR_METRO).

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## Error changing the system user

The following are possible error messages you could encounter when trying to change the system user.

Error Message | Description | Troubleshooting
--- | --- | ---
Can’t apply changes. Not all hosts are in idle state. | You receive this error because one or more of the hosts is currently busy with another operation. | Log in to LoadRunner Enterprise Administration and go to the Hosts module. Verify that all hosts are in the Idle state. If all of the hosts are in the Idle state, make sure that any other hosts that belong to the host pool are not idle. Open the System Identity Changer Utility again. For details, see System Identity Changer Utility.
Make sure you have entered a different username. | You receive this error because you are trying to change the user to the current username. | Choose a different username.
Configuration failed: Failed to find the Load Testing Service on <machine name>. Please verify that the service exists and that it is running. | This error might appear because the LoadRunner Load Testing Service isn’t running, or because the SSO key is defined on the host. | Select Start > Run and type `services.msc`. In the Services window, verify that the LoadRunner Load Testing Service is running. Check that the SSO key which is defined on the host matches the SSO key defined on the LoadRunner Enterprise Server. You can check the SSO key in the following locations: On the LoadRunner Enterprise Server: <LoadRunner Enterprise Server installation dir>\dat\PCS.config On the host: <LoadRunner Enterprise host installation dir>\dat\LTS.config If the keys do not match, change the key in LTS.config file on the host. Then open the Services window and restart the LoadRunner Load Testing Service.
One of the following error messages appears: Problem adding required policies Problem adding user to group Problem changing application pool identity Problem changing COM settings Problem changing IIS Problem changing password Problem changing PC Group Problem creating group Problem creating user Problem deleting old identity Problem removing user from Admin | You probably receive this error because the configuration user you provided does not have the required permissions to perform the requested operation. | Supply a configuration user which has administrator privileges on all the machines on which you are trying to change the user.

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## Unable to reconfigure hosts or the LoadRunner Enterprise Server

Problem Description

Unable to reconfigure hosts or the LoadRunner Enterprise Server from LoadRunner Enterprise Administration.

This occurs when the System Identity Utility failed to configure the LoadRunner Enterprise Server or hosts, and you have since closed the utility.

Troubleshooting

Perform the Change System User task again from the beginning. For details, see Change the LoadRunner Enterprise system user.

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## Denied access to the internal Influx database server

Problem Description

If you uninstall a host and reinstall it again, and during this time the LoadRunner Enterprise system user name or password is changed, access to the internal Influx database on the host will be denied.

This is because Influx stores its data in a folder that also includes the data of the previous authentication user. By default, the folder is under <installation drive>\var (the path is configurable under <host installation>\bin\influxdb\influxdb.conf).

Troubleshooting

You need to delete this folder in order for LoadRunner Enterprise to reconfigure the database with the new user. To avoid data loss when deleting this folder, we recommend changing the identity using the InfluxDB REST API.

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See also:

- Secure communication and system user

https://admhelp.microfocus.com LoadRunner Enterprise 8942
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