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A client is getting an error: “Invalid byte sequence for encoding "UTF8" when logging in to Web Help Desk.
This article described an issue for specific Clients that unable to login to Web help desk portal
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Overview
Web help desk can cater to two ways to add Client account in the system, by adding it manually or integrate the Active Directory/LDAP Server and pulls the data.
This issue occurs with specific clients that were pulled out from Active Directory. When the user login to Web help desk portal, they getting an error messages: “EvaluateExpression failed: : Next exception:SQL State:22021 -- error code: 0 -- msg: ERROR: invalid byte sequence for encoding "UTF8": 0x00.”
EvaluateExpression failed: <com.webobjects.jdbadapater. PostgresqlExpression:"UPDATE MESSAGE SET SCHED_START_DATE = ?, TEXT = ?, MESSAGE_DATE = ? WHERE ID =?" withBindings: 1:2022-04-19 13:13:13:56.206(scheduledStartDate), 2:"An Error occurred at...sb-partner,DC=de']"(text),3:2022-04-19 13:13:56.206(date), 4:7(id)>: Next exception:SQLState:22021 -- error code: 0 -- msg: ERROR:invalid byte sequence for encoding "UTF8": 0x00
Since AD/LDAP Connection from WHD has the Cache Time Period option, a possible caching issue with this Client account. However, synchronization takes place, old data would not be updated, and previous data retain. To clear this cache, we disconnect the connection of Web help desk application and AD Server.
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Cause
The error messages: "Invalid byte sequence for encoding "UTF8": 0x00" signifies that probably a NULL value was inserted into Database.
Resolution
1. Log in to the Web Help Desk Portal
2. Go to Setup>Clients>AD/LDAP Connections
3. Identify the LDAP connection where the user is associated
4. Edit and temporarily disconnect the connection of the Web help desk and AD Server by entering an incorrect username.
5. Save.
6. Once disconnected, initiate a new connection by reverting it back to the original username, test settings, and save.
7. Perform Synchronization
8. Check if Accounts successfully login without any issues
Option 2:
1. Create Database backup and Snapshot
2. Delete the problematic client account
3. Create a new Client account within the Web help desk application
4. Merge the client account. Refer to this article .
5. Once the merge is successful, Log in again as the Client account
6. Verify that all ticket history has been merged to the new client account
7. Perform LDAP Synchronization
8. Check if Accounts successfully login without any issues