Runtime Issues

There can be several issues during product run-time.

This section contains the following topics:

Use Trace with Network Traffic Issues

Identity Management Issues

Federation Single Sign-On Issues

Advanced Authentication Issues

Use Trace with Network Traffic Issues

Using a trace tool is very useful when troubleshooting network traffic issues.

Troubleshoot Issues from the User’s Browser (HTTP Trace)

The only CA CloudMinder interface accessible by end users and tenant administrators is the console, so troubleshooting runtime issues starts from the browser. Fiddler2, HttpWatch, ieHTTPHeaders, Firefox TamperData, Chrome Developer Tools and other commercially available tools can be used to trace HTTP activities.

Using HTTP trace at the browser level helps to determine the CA CloudMinder task flow. HTTP trace can capture information such as HTTP actions (GET, POST, and so on), data (headers, cookies, and post data), and server and location values. HTTP status helps determine in which step the issue happens, and aiding the reviewer in identifying the next component to investigate.

Typical HTTP status codes include the following:

2xx (success) – the action was successfully received, understood and accepted
3xx (redirection) – further action must be taken to complete the request
4xx (client error) – the request contains bad syntax or cannot be fulfilled
5xx (server error) – the server fails to fulfill an apparently valid request

Network Trace

Tools such as Wireshark can assist Operations, Support, and Engineering teams analyze network traffic and expedite issue resolution. Some typical usage of network trace tools include:

Ensure that the customer’s proxy and firewall do not prevent traffic from connecting to the on-premise CA IAM Connector Server.
Ensure that the relevant layer in the CloudMinder stack (load balancer, proxy, Secure Proxy Server, CA IAM Connector Server) can be quickly isolated, such as where an http routing issue is occurring within CloudMinder.