2020.4 Could not load users

[morr-co]

I recently upgraded to 2020.4 (full version 2020.4.5.12471). When in Gallery or Admin I am unable to add users to a Collection. 

When clicking into a collection, this error message appears:

When I click to add a user to the collection, no users populate and I see this message.

Has anyone else encountered this or know of a solution?

[JamesHa]

@morr-co  Thanks for posting here.  Do you mind sending us an email at support@alteryx.com with the gallery logs, service logs and a .har file while you recreate the error? 

https://community.alteryx.com/t5/Alteryx-Server-Knowledge-Base/How-to-generate-HAR-file-on-the-Galle...

We can help you troubleshoot and then we can respond back to this post with the resolution to help other community members who may experience the same error.

[morr-co]

Thanks for your reply @JamesHa, I just submitted the requested files to support@alteryx.com.

[JamesHa · Accepted solution]

@morr-co Thanks for your time as we worked through this.  Below is the resolution we came to for you issue:

As an update to this case the issue was because there was a user in the gallery that was not linked to a subscription Id.  You can use robo3t to check this if you run into the same issue:

Make sure all users have a subscription id.  You can run the following query to see if anyone has a null or empty value:

db.users.find({SubscriptionId:null})   OR db.users.find({SubscriptionId: ""}) OR db.users.find({SubscriptionId: " "})

resources: https://community.alteryx.com/t5/Alteryx-Server-Knowledge-Base/How-to-Login-to-Robo-3T/ta-p/601025