Release Introduction › Known Issues › User Authentication Error

User Authentication Error

Symptom:

If CA Embedded Entitlements Manager is down or powered off, user authentication in CA Service Desk Manager can fail.

Solution:

If OSS-EEM1 is down, the CA SDM authentication fails. CA SDM must be configured to point to the other EEM (OSS-EEM2) and vice versa.

Manually point CA Service Desk Manager to the CA Embedded Entitlements Manager server with the following steps.

Follow these steps:

1. Log in to CA Service Desk Manager as an administrator.
2. Launch the Services Control Panel.
3. Stop the service CA Service Desk Manager Server.
4. Navigate to the file C:\Program Files (x86)\CA\Service Desk Manager\NX.env.
5. Change the entry:

   @NX_EIAM_HOSTNAME=oss-eem1

   to:

   @NX_EIAM_HOSTNAME=oss-eem2

6. Change the entry:

   @NX_CAEXTWF_EEM_HOSTNAME=oss-eem1

   to:

   @NX_CAEXTWF_EEM_HOSTNAME=oss-eem2

7. Save the NX.env file.
8. From the Services Control Panel, restart the service CA Service Desk ManagerServer.