CA RiskMinder Administration Guide › Troubleshooting RiskMinder Errors › Administration Console Errors

Administration Console Errors

Problem:

I cannot log in to the Administration Console as the Master Administrator (MA). I see the following message:

Administrator Account is locked.

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 Server

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

• For Oracle

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

• For MySQL

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

Problem:

When I try to log in to Administration Console as the MA, 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 RiskMinder Server are using the same database, then:
   1. Restart the RiskMinder service.
   2. Restart the browser.

Problem:

I do not remember the MA password. How do I reset the password?

Solution:

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

     Windows:

     <install_location>\Arcot Systems\dbscripts\mssql
     

     UNIX-Based:

     <install_location>/arcot/dbscripts/mssql
     

   • For Oracle:

     Windows:

     <install_location>\Arcot Systems\dbscripts\oracle
     

     UNIX-Based:

     <install_location>/arcot/dbscripts/oracle
     

   • For MySQL:

     Windows:

     <install_location>\Arcot Systems\dbscripts\mysql
     

     UNIX-Based:

     <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!.

If the preceding procedure does not work, then you must contact the CA Support team to reset the MA password for you.

Problem:

I cannot access the RiskMinder 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:

1. RiskMinder Server is running.
2. Log in as Master Administrator (MA).
3. Ensure that the RiskMinder Server connectivity details are correct:
   1. Navigate to the Services and Server Configurations tab.
   2. Activate the RiskFort subtab.
   3. Click the Connectivity Details link and check whether the RiskMinder Host and Port information for the RiskFort Administration Connectivity is set correctly.

Problem:

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

ErrorCode 500: Internal server error.

Cause:

• Your browser cache might be full.
• Your application server timeout settings might need to be reset.

Solution:

Do the following:

1. Empty the browser cache of the browser you are trying to open the console in and try again.
2. If the message persists, then try opening the console by using a different browser.
3. Check the timeout settings for the application server container.
4. If the problem still persists, then open the arcotadmin.log file and search for the "Administration Console configured successfully." string.
5. If you do not find the "Administration Console configured successfully." string, then look for the last (error description) entry in the file, and take appropriate action.

Problem:

I get the following error quite frequently while performing Administration Console operations:

An internal communication error was encountered. Please contact System Administrator or retry later.

Cause:

There might be one or more browser add-ons that are interfering with Administration Console operations.

Solution:

Disable unnecessary add-ons in your browser and perform the operation again:

Problem:

UDS is up, but 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.