Error EE_SPONSORERROR iSponsor Error ISP_ERROR_NOGATEWAY igateway not running in stdlog

Document ID : KB000017700
Last Modified Date : 14/02/2018
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Problem:

Service Desk Manager not allowing new logins when integrated with EEM and within the log the following error is seen:

mm/dd hh:mm:ss.xx SDMSERVER pdm_proctor_nxd 1632 SIGNIFICANT STDIO 0 450922 [0x000009e4] ERROR PozFactory null - PozFactory::isFailoverRequired: Could not communicate with the EEM Server, server =[] returned with errorcode= -3

mm/dd hh:mm:ss.xx SDMSERVER boplgin 2528 ERROR eiamAuth.c 405 Error authenticating user: 'userxx' - EE_SPONSORERROR iSponsor Error ISP_ERROR_NOGATEWAY igateway not running

 

Environment:

Ca Service Desk 12.7, 12.9

EEM 12.x

Cause:

One possible cause is that the NX.env variable @NX_EIAM_HOSTNAME. may not be set correctly

 

Resolution: 

Validate that the EEM server name is valid, if not set to the correct EEM server name and restart the SDM services in Primary and Secondary (if exists).