topic Re: Could not retrieve user info. Check your extension setting or contact your administrator in Reporting Service & Alerting

Could not retrieve user info. Check your extension setting or contact your administrator

Tshepo — Wed, 29 Jan 2025 15:57:23 GMT

We have the Alert running on a separate machine, installed the extension on the sense machine and got this error.

We can access the alert web, but no from the sheet.

Any idea what we are doing wrong?

Re: Could not retrieve user info. Check your extension setting or contact your administrator

Jamie_Gregory — Thu, 28 May 2020 18:35:02 GMT

@Tshepo Did you adjust the Host settings? I believe the default is localhost and that will need to be adjusted to either the name or IP of the host machine for Qlik Alerting.

Re: Could not retrieve user info. Check your extension setting or contact your administrator

Andre_Sostizzo — Thu, 28 May 2020 18:49:06 GMT

@Tshepo , does your problem match the description mentioned under the kb article below?

Qlik Alerting extension blank or with "Could not retrieve user info."

https://support.qlik.com/articles/000103265

Re: Could not retrieve user info. Check your extension setting or contact your administrator

Tshepo — Thu, 28 May 2020 20:44:58 GMT

Hi Jamie,
We adjusted the host setting to point to the remote machine(because alert is installed on a different machine). And we tried both DNS and IP address with no luck.

Re: Could not retrieve user info. Check your extension setting or contact your administrator

Andre_Sostizzo — Fri, 29 May 2020 15:05:02 GMT

@Tshepo , please review the article mentioned and provide your feedback along with the developer tools capture the doc mentiones.

https://support.qlik.com/articles/000103265

Re: Could not retrieve user info. Check your extension setting or contact your administrator

stein_to — Thu, 04 Jun 2020 09:02:08 GMT

@Tshepo: You might want to check the license assignment for this specific user. Make sure the user has the standard license in Qlik Alerts.

In my case it worked with the self-signed certificates and I just forgot about the license...

Re: Could not retrieve user info. Check your extension setting or contact your administrator

LanBiteam — Wed, 18 Jan 2023 13:40:07 GMT

Hello Andre,

we followed this article but there is still the error: ERR_CERT_INVALID.

We use wildcard certificate on Qlik Server. Qlik Alerting is installed on the same machine as with Qlik Sense. Is this causing the problem?

Should we use the hostname "*.COMPANY.COM" like in the wildcard to do the extension configuration?

Thank you,

Lan