Collaboration Tools: Users cannot be added

  • 16 February 2021
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Collaboration Tools: Users cannot be added


This article has been archived, and/or refers to legacy products, components or features. The content in this article is offered "as is" and will no longer be updated. Archived content is provided for reference purposes only. This content does not infer that the product, component or feature is supported, or that the product, component or feature will continue to function as described herein.

The article describes how to resolve a network authorization error.


When creating a new workflow using®️ 2003 Collaboration Tools and users are being added to a workflow stage, the following error may be encountered as illustrated in the image below.

This article will discuss some solutions to resolve this problem, should it occur.
When adding a user, the user must be resolved by the client passing the user's credentials to the SharePoint Portal server and then to the Active Directory Server.

Scenario 1 - Incorrect User name used
Verify the spelling of the user's name on the SharePoint Portal Server to ensure that the spelling of the user's name is correct. If the spelling was incorrect, try adding the user again, using the right user name. If the problem persists try using the next solution.

Scenario 2 - Network Authorization Error
If the user name was spelt correctly the problem might be a Network Authorization problem. To correct this problem a hot fix is available when once installed will resolve this issue.
Installation instructions are included in this Knowledge Base article.
Distributed Environments: 
1)  Ensure that Kerberos is configured correctly, as an incorrectly configured network environment will impact on the operation of 2003 Collaboration Tools
2)  When Collaboration Tools is installed in a Distributed Environment, apply the Collaboration Tools Hotfix to the system where the SharePoint Portal Server is installed.
1)  To update your Collaboration Tools Installation obtain the " 2003 Collaboration Tools (3.5266.1.0) - Hotfix1" . The application will automatically update the DLL.
2)  Once the Update has been obtained, perform the update on the system where the SharePoint Portal Server is installed.
Install the Update

Note: Before the Update is performed ensure that all Collaboration tools users are not accessing the site where the 2003 Collaboration tools are installed. As a best practice, it is recommended that all SharePoint Portal Server users close down their session until the update is complete.

1)  Double click the file called "update.exe"
2)  The InstallShield will start and prepare to install the update. Click "Cancel" to abort the installation


3)  A moment later the "Welcome" dialog will display. There are no configuration steps required; click "Update"


4)  The InstallShield will now automatically update the existing DLL with the new revision


5)  Installation Completed: Click "Finish" to complete the installation


IIS Reset
1) Once the installation is complete, restart the IIS Server
2) Click on "Start>Run" and type "cmd" and then press enter
3) At the command prompt enter "IISRESET" and press "Enter"
4) The IIS Server will be reset


After applying the Hotfix, try adding the user again. The Hotfix changes the process of resolving user credentials in the following way: When the User creating the new workflow adds the new user; the user's credentials are passed to the SharePoint Portal server. From the server however, the SharePoint Application Pools domain account is used to pass the user's credentials to the Active Directory Server to resolve the user's credentials.
If the problem persists, please contact your regional support office.
Obtain the Hotfix: 2003 Collaboration Tools (3.5266.1.0) - Hotfix1 is available from the Downloads section of the customer portal.


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