Account information not recognized: Could not reach CMS. The CMS on machine "XXX" was stopped due to critical error.(FWM 20031)

Document ID : KB000031376
Last Modified Date : 14/02/2018
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Description:

When attempting to login to the CA Business Intelligence (CABI) Central Management Console (CMC) or BI Launchpad, receive error: 

Account information not recognized: Could not reach CMS. The CMS on machine "XXX" was stopped due to critical error.(FWM 20031)

CMSDBError.jpg

Solution:

There are many reasons which may cause this error. A couple of the most common are:

A.  CABI CMS DB password expiration

1.  Login to the CABI server and access the Central Configuration Manager (CCM).

2.  Right-click on the SIA and select Properties->Configuration-> and click on the CMS DB specify option.  If you get the similar CMS DB error again, the CMS DB is not responding due to the expiration of CMS password.

3.  Change the CABI CMS DB password via the appropriate database management tools (i.e. SQL Management Studio). 

4.  On the CABI server, navigate to Control panel->Data sources(ODBC) and change the DSN configuration for CMS DB with the new password.

5.  Back in the CCM window, stop the SIA process if it is running and navigate to SIA->Properties->Configuration-> MS System DB Configuration, click on the specify option and repoint the CMS DB DSN.

6.  Restart the SIA process via the CCM and attempt to login to the CABI CMC or BI Launchpad

 

B.  CABI CMS DB Transaction Log Full or CMS DB size exceeds setting

1.  Via the CCM, stop the SIA process.

2.  Either clear the CABI CMS DB Transaction log or increase the space allocated to the Transaction log

3.  Change the CABI CMS DB settings to auto increment the Db size and also increase the drive space available for the CABI CMS DB

4.  Restart the SIA process via the CCM

 

If after following the above two possible solutions the issue still persists, please open a CA Support ticket for further assistance.