Service Desk login process (boplgin) timeout

Document ID : KB000010406
Last Modified Date : 01/08/2018
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How to deal with Service Desk login timeouts?


Randomly the webservice call from ITPAM to open\create a ticket in Service Desk may fail, resulting in the following error noted in the stdlog: 

boplgin 3828 ERROR bplaccess.c 4382 AHD04042:Login failed for userid (xxxxx); login timed out


The above error may also be followed by the one below:

 sda 2112 ERROR sda.cpp 2384 Error - Please contact your Service Desk administrator and verify that the Unicenter Service Desk login server is up.


1) To resolve this issue, add the following variable to the NX.env and NX_env_nt.tpl files and recycle the Service Desk services: 

pdm_options_mgr -c -s LOGIN_TIME -v 60 -a pdm_option.inst
pdm_options_mgr -c -s LOGIN_TIME -v 60 -a pdm_option.inst -t

This extends the wait to 60 seconds giving enough time for the application to successfully authenticate.

2) If the authentication is been done through EEM, also it is suggested:
   In EEM side, increase Cache Update Time from 30 to 300
    Configure ->Session-> Session Configuration