Multiple users receive "Object reference not set to an instance of an object" when they try to open the winuser console. The full exception is below:
Exception - System.NullReferenceException:
Object reference not set to an instance of an object.
at Altiris.Helpdesk.Services.CurrentWorker.get_Tags(String tag_name)
at Altiris.AppWeaver.TemplateModule.OnLoad(EventArgs e)
This may happen when custom tags have been set in the tag table for the guest account.
The Winuser console uses the helpdesk guest account for everyone so the tags for the guest contact will need to be reset using the steps outlined below. Before going through the steps you it is recommended to backup your database first.
First verify the guest account's contact_id by running the following query:
SELECT contact_id FROM worker WHERE status = 'g'
Then verify the tag_collection_id for the guest account by using the contact_id from the above query in the next query:
SELECT tag_collection_id FROM contact WHERE id = put_contact_id_here
Then, making sure to have a good backup of the database first, delete the tags for the guest account from the tag table by using the tag_collection_id from the above query in the next query:
DELETE FROM tag WHERE tag_collection_id = put_tag_collection_id_here
Then, because the guest account is involved, restart IIS on the Helpdesk server so that these changes will take effect.
Applies To Helpdesk 6.0.297 (SP4)
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