​For troubleshooting purposes, or to help resolve odd issues that appear to be technician specific, you must clear or delete a Technician profile in Track-It! You may have been instructed by a knowledge article or a TSA.

NOTE: When a technician's profile is deleted, any private custom grid views that had been created by the technician will also be removed.

To back up the grid views, please take the following steps:

1. In Technician Client, click View -> Manage Views.
2. Select each Private grid view that you would like to export, and then click the Export button.
3. Save the file(s) to a temporary location.
4. Once they have been exported, click Close.
5. Close Technician Client.

After clearing the Technician's profile, the views that you exported can be imported by using the Import button in the Manage Views window.

Clearing the Technician's Profile

NOTE: Take BOTH steps below before attempting to login again.

Step 1: Clear the Local Technician Client Cached Files

1. Open the following directory:

2. Delete the Track-It! folder if it exists
3. Next, open this folder location:

4. Delete the 2.0 folder.
5. Finally, open this folder location:

6. Delete the Numara Software, Inc. folder if it exists.

WARNING! Do not attempt to login again until after following the next set of steps below. Failing to do this could complicate the process of resolving the issue.

Step 2: Clear the Affected Technician's Profile from the Database

1. Download the zip file at the bottom of this article, which contains a .tsf file that can be used to help resolve the issue.
2. Once downloaded, extract the .tsf file from the zip file to the following directory on the Track-It! server (the exact path may vary slightly, depending on Track-It! version):

3. Open the ClearTechProfile.tsf file with Notepad.
4. In the "SET @LOGIN" line, replace TechLogin with the name of the technician login that is experiencing the error when logging into Technician Client. For example, if the technician's login is "JSMITH", the line should look like the following: SET @LOGIN='JSMITH'
5. Save the file.
6. Launch RunTsf.exe in the same directory.
7. Select Clear Technician Profile.
8. Click Run.
9. Close the RunTsf.exe application.

Now, login as the affected Technician. The profile has been cleared.