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Policy Server Troubleshooting

The following sections detail common problems you may experience with the Policy Server during installation and the proposed solutions.

NETE_PS_ALT_CONF_FILE Environment Variable on Solaris

After installing the Policy Server on Solaris, the nete_ps_env.ksh script may have the following entry:

export NETE_PS_ALT_CONF_FILE=/export/siteminder/config/.siteminder.conf

The NETE_PS_ALT_CONF_FILE environment variable is used by the stop-all and start-all scripts, which stop and start the Policy Server’s service. The .siteminder.conf file is a temporary, run-time file created by these scripts and has no affect your CA SiteMinder® configuration.

Do not modify the NETE_PS_ALT_CONF_FILE environment variable.

Policy Server Fails to Start After Installation

Valid on Windows and UNIX Systems

Symptom:

I have installed the Policy Server, but it is not starting.

Solution:

You may have the wrong JRE version installed. Make sure you have the correct JRE version.

Note: For a list of supported CA and third-party components, refer to the CA SiteMinder® 12.52 Platform Support Matrix on the Technical Support site.

More information:

Locate the Platform Support Matrix

CA SiteMinder® Environment Variables are not set in the Profile File

Valid on UNIX

Symptom:

The Policy Server was installed without adding the CA SiteMinder® environment variables (smprofile.ksh) to the .profile file. I need to set the CA SiteMinder® environment variables manually.

Solution:

To add the CA SiteMinder® environment variables

1. Log in to the Policy Server host system.
2. Open a shell and navigate to siteminder_home.

   siteminder_home

   Specifies the Policy Server installation path.

3. Run the following command:

   smprofile.ksh
   

   The CA SiteMinder® environment variables are set.

Winsock error 10054 message

Valid on Windows

Symptom:

When I try to log into the Policy Server, I receive the "Unable to proceed, winsock error 10054" message.

Solution:

One of the following could be the cause of the problem:

• The policy store does not contain the proper CA SiteMinder® schema. Make sure you imported the correct CA SiteMinder® schema.
• The Policy Server is not running. To start this server, use the Status tab on the Policy Server Management Console.

  Important! If you are accessing this graphical user interface on Windows Server 2008, open the shortcut with Administrator permissions. Use Administrator permissions even if you are logged in to the system as an Administrator. For more information, see the release notes for your CA SiteMinder® component.

• The Policy Server is not connected to the policy store properly. Using the Data tab on the Policy Server Management Console, click Test Connection to make sure the policy store connects successfully. If it does not, reenter the data source information values on the Data tab by pointing the Policy Server at the policy store.

Working with a CA SiteMinder® License

Symptom:

• I am currently using the Policy Server evaluation license and want to acquire and add a permanent license.
• I have a CA SiteMinder® license, but cannot find it.
• I have a CA SiteMinder® license, but do not know how to update it with a new product key.

Solution:

To request a CA SiteMinder® license

1. Go to the Technical Support site.
2. Click CA Licensing Inquires. This link is located under Address Licensing Needs.

   The CA Customer Care site opens in a new window.

3. Click Licensing Issue Request. This link is located under Contact Us.

   An online request form opens in a new window.

4. Complete the required information and click Submit.

To add a permanent CA SiteMinder® license to a Policy Server

1. Request a CA SiteMinder® license.
2. Access the Policy Server host system.
3. Do one of the following:
   • (Windows) Navigate to siteminder_home\license
   • (UNIX) Navigate to siteminder_home/license

     siteminder_home

     Specifies the Policy Server installation path.

4. Copy the license.dat file to the license directory.
5. Restart the Policy Server.

To find an existing CA SiteMinder® license

1. Log into the Technical Support site.
2. Click Licensing. Licensing is located on the left side under Support.

   The CA Licensing screen appears.

3. Click View Licenses. View Licenses is located under SiteMinder and Identity Manager Licenses.

   All license details, including the respective key, appear.

To apply a CA SiteMinder® license key to the license file

1. Access the Policy Server host system.
2. Do one of the following:
   • (Windows) Navigate to siteminder_home\license
   • (UNIX) Navigate to siteminder_home/license

     siteminder_home

     Specifies the Policy Server installation path.

3. Open the license.dat file.
4. Copy and paste the license key acquired from the Support site into the license file.
5. Save the license file
6. Restart the Policy Server.

Non-english Input Characters Contain Junk Characters

Symptom:

When I install or configure SiteMinder components in the console mode on UNIX machines, few non-English input characters are not displayed correctly in the console window.

Solution:

Verify terminal settings of your console window and confirm that the console does not clear high (8th) bit of input characters by executing the following command:

stty -istrip

Java Error Messages When Uninstalling

Symptom:

When I attempt to uninstall the Policy Server, Web Agent, SDK, or the documentation, the uninstallation program stops and issues one of the following error messages:

• “Could not find a valid Java virtual machine to load. You need to reinstall a supported Java virtual machine.”
• "No Java virtual machine could be found from your PATH environment variable. You must install a VM prior to running this program."

Solution:

Make sure the JRE is in the PATH variable.

Set the JRE in the PATH Variable on Windows

To set the JRE in the PATH variable

1. Go to the Control Panel.
2. Double-click System.
3. In the Environment Variables dialog, add the location of the JRE to the Path system variable.

Set the JRE in the PATH Variable on Solaris

To set the JRE in the PATH variable

Run the following commands:

1. PATH=$PATH:<JRE>/bin

   JRE

   Specifies the location of your JRE.

2. export PATH

Adobe Acrobat Reader Won’t Install

Valid on Windows

Symptom:

When I try to install Adobe Acrobat, the installation program hangs.

Solution:

If the Acrobat Reader installation program hangs while the Policy Server service is running, stop it using the Policy Server Management Console’s Status tab. After stopping the service, the installation program should start.

Important! If you are accessing this graphical user interface on Windows Server 2008, open the shortcut with Administrator permissions. Use Administrator permissions even if you are logged in to the system as an Administrator. For more information, see the release notes for your CA SiteMinder® component.

Problem With Using Active Directory as a User Store

Symptom:

When I use Active Directory as a user store, the Policy Server issues error messages that it cannot connect to this store.

Solution:

When creating an Active Directory-based user store, make sure you specify a fully qualified host name (for example, host.domain.com) in the Administrative UI and do not use the machine's IP Address. Moreover, make sure you can ping host.domain.com and domain.com from the machine where the Policy Server is installed since Active Directory sends referrals to the Policy Server that are identified by the fully qualified host name. If the fully qualified host names are invalid and unreachable, the Policy Server issues error messages.

AE failed to load library 'smjavaapi’. System error

Valid on Windows and UNIX Systems

Symptom:

During Authorization, I receive the "AE failed to load library 'smjavaapi'. System error: The specified module could not be found." error message.

Solution:

Set the PATH variable to <SiteMinder_installation>\config\JVMOptions.txt for Windows or the LD_LIBRARY_PATH to <SiteMinder_installation>/config/JVMOptions.txt for UNIX systems.