Error Message

The following error is seen in a DTrace of the AcceleratorService process when the Customer database's SQL transaction log is full or has no available space on the drive where the logs are located:

(AcceleratorService)    <4524>    EV-L    {EVSqlBase.ShouldExcludeSqlException} Error 'The transaction log for database '' is full due to 'LOG_BACKUP'.' is not transient. Command: [usp_Principal_Add]' will not be retried

When adding a new user, the normal process is to:
1. Access the Role Assignments tab under the Application tab for Application level Role assignments or under the specific CA Department or DA Case for Department / Case level Role assignments.
2. Select the Add User... button to search or browse for the new user.
3. Select the user to see a Roles dialog box appear.
4. Select the Role(s) to be assigned.
5. Click the OK button to get the Role(s) assigned.

When the issue is seen, clicking the OK button at the last step causes the new user not to be listed.

There can be multiple causes of the issue. Here are the known causes:

1. One or more Group Policy Object (GPO) network protocol or cipher restriction policies that prevent the ability for CA/DA to read the selected user's Active Directory (AD) properties to obtain the account's unique Security Identifier (SID). The failure to obtain the user's SID prevents their account from being created in the CA /DA Customer database, thus preventing any Role Assignments actions from being saved.

2. The customer database's transaction log on the SQL server is full or has no available space on the drive where the logs are located.

Here are the known solutions for the causes listed above, in order of the corresponding cause:

1. Move the Accelerator server into an AD Organizational Unit with fewer or no GPOs and test to see if the issue is resolved. If the issue is resolved, start applying the GPOs individually and testing to determine which GPO causes the issue, then remove or reconfigure that GPO. An alternate workaround is to have the new user attempt to access the CA or DA Customer through the CA or DA Client. This will cause the user to see an error stating they do not have permission, but this will add their AD SID to the database and allow the administrator or Department / Case owner to add the needed Role assignment(s).

2. Perform the recommended SQL maintenance (see Related Articles below) or add additional space to the SQL transaction log location.

Once the applicable solution has been applied, re-attempt to add the new user(s) and Role(s).