"Unexpected error" when adding a user | VDRPro

Product: VDRPro
Applies to: All managers
 

Issue

I'm trying to invite a user to my VDR but keep getting this message:

Cause

You may be attempting to add a user with more than 29 characters in the first or last name. 

This issue typically occurs in the VDR's Add New Users slide-out pane. With this quick-add method, you only enter the user's email address. The first/last name either already exist (for users who have an Intralinks profile) or the system automatically populates the first/last name based on the name portion of the user's email address (for brand new users). 

• If the user already has an Intralinks profile, it is possible that a previous glitch allowed for the user's first/last name to contain more than 29 characters.
• If the user is brand new, then the name portion of the email address (before the @ symbol) is likely exceedingly long. 
  
  • If the name portion is slightly long, the system may auto-abbreviate the name and allow the process to succeed.
  • If the name portion is too long, the process will instead fail and produce the error message.

Solution

Existing user

If the user already has an Intralinks account profile, ask the user to access his or her profile and shorten the first/last name fields. 

You should then be able to successfully add the user to your VDR.

New user

If the user is brand new to Intralinks and does not have an existing profile:

1. Click Add User(s) > Customize to access the Advanced Details wizard. 
2. Click +New User.
3. In the Add New User slide-out pane that opens, complete all four fields (you can enter a placeholder phone number if you do not have the user's actual number).
4. Click Add and follow the remaining steps.

Note: The Advanced Details steps will not work in this scenario if the user already has an existing account. The process may appear to complete but the user will not be added. For an existing account, the user must shorten the first/last name on the profile.