CA Strong Authentication Administration Guide › Troubleshooting Administration Console Errors

Troubleshooting Administration Console Errors

This appendix describes the troubleshooting steps, which will help you resolve the errors that you might face while using Administration Console.

Before you perform any troubleshooting tasks, check the Administration Console log file (arcotadmin.log) to see if there were any errors. By default, the arcotadmin.log file is saved in the following location:

On Windows:

<install_location>\Arcot Systems\logs\

On Unix-Based Platforms:

<install_location>/arcot/logs/ 

Note: See "AuthMinder Logging" for detailed information about the AuthMinder log files.

Problem:

I am not able to log in to Administration Console by using the Master Administrator (MA) account. I see the "Administrator Account is locked" message.

Cause:

You might have tried to authenticate with the wrong password for more than the allowed authentication attempts.

Solution:

Reset the authentication attempt count, also known as strike count to 0, by using the following script:

For MS SQL

update ARADMINBASICAUTHUSER set STRIKECOUNT=0 where USERID='MASTERADMIN';
GO

For Oracle

update ARADMINBASICAUTHUSER set STRIKECOUNT=0 where USERID='MASTERADMIN'; commit;

For DB2

update ARADMINBASICAUTHUSER set STRIKECOUNT=0 where USERID='MASTERADMIN'; commit;

For MySQL

update ARADMINBASICAUTHUSER set STRIKECOUNT=0 where USERID='MASTERADMIN';

Problem:

When I try to log in to the Administration Console as the Master Administrator, I see the following error message:

There was an internal server error while processing the database query. Please contact your database administrator.

Cause:

The possible cause for this issue might be that all active datasources in the database pool have been exhausted.

Solution:

To resolve this issue, do the following:

1. Ensure that the database server is reachable.
2. Restart the database or the database listener
3. If the Administration Console and the AuthMinder Server are using the same database, then:
   1. Restart the AuthMinder service.
   2. Restart the browser.

Problem:

I do not remember the MA password, how do I reset the password?

Solution:

To reset the MA password:

1. Locate the folder with the scripts for your database type. The default location is:

   (for Windows-MS SQL) <install_location>\Arcot Systems\dbscripts\mssql

   (for Windows-Oracle) <install_location>\Arcot Systems\dbscripts\oracle

   (for Windows- IBM DB2 UDB) <install_location>\Arcot Systems\dbscripts\db2

   (for Windows-MySQL) <install_location>\Arcot Systems\dbscripts\mysql

   (for UNIX-MS SQL) <install_location>/arcot/dbscripts/mssql

   (for UNIX-Oracle) <install_location>/arcot/dbscripts/oracle

   (for UNIX-IBM DB2 UDB) <install_location>/arcot/dbscripts/db2

   (for UNIX-MySQL) <install_location>/arcot/dbscripts/mysql

2. Run the arcot-masteradmin-password-reset-2.0.sql script by using the database vendor tools.

   The MA password in now reset to the default password, which is master1234!.

Problem:

I cannot access the AuthMinder pages from the Services and Server Configuration tab. I see the following error message.

Unable to contact the servers at this point of time. Please try later.

Solution:

Ensure the following:

• WebFort Server is running.
• The WebFort Server connectivity details are correct.

  Log in to the Administration Console as MA. Navigate to the Services and Server Configurations -> WebFort -> Connectivity Details page, and check whether the AuthMinder host and port information for the Server Management Web Services is set correctly.

Problem

When I try to log in to the Administration Console, I see the following message.

ErrorCode 500: Internal server error.

Cause:

• Your browser cache might be full.
• Your application server time-out settings might need to be reset.

Solution:

Do the following:

• Empty the browser cache of the browser you are trying to open the Console in and try again.
• If the message persists, then try opening the Console by using a different browser.
• Check the time-out settings for the application server container.
• If the problem still persists, then open the arcotadmin.log file and search for the "Administration Console configured successfully." string.
• If you do not find the "Administration Console configured successfully." string, then look for the error description, and act accordingly.

Problem:

The Administration Console did not correctly deploy. I see the java.lang.ClassNotFoundException exception in the arcotadmin.log file:

Cause:

This issue occurs only if the WAR or EAR was not properly deployed or was corrupted.

Solution:

To resolve this, do the following:

1. Clean up the working directory of your application server.

   For example, on Apache Tomcat, this directory is called work.

2. Deploy the WAR or EAR file again.

Problem:

I have created and activated an Organization, but when I try to perform any AuthMinder configurations, I see the following error:

Organization not Found

Cause:

The possible causes might be you are trying to perform the task for a new organization that you created, but did not refresh the AuthMinder Server cache.

Solution:

Refresh the AuthMinder Server Cache.

When you create a new organization by using the Administration Console, always restart the AuthMinder Server cache.

Note: See "Refreshing a Server Instance" in the CA AuthMinder Administration Guide for more information.

Problem

While searching for users and administrators, I see the following error message:

There was an internal server error while communicating with User Data Service. Please contact your Administrator.

Cause:

There might be too many users to be searched in the given organization(s). As a result, the operation timed out.

Solution:

Do the following:

1. Log in to the Administration Console as MA.
2. Navigate to the Services and Server Configurations -> Administration Console -> UDS Connectivity Configuration page.
   • Increase the value of the Connection Timeout field.
   • Increase the value for the Read Timeout field.
3. Change the search criteria to narrow down the expected search results.