Unable to login to xFlow / SDM Classic interface with any user. A timeout error occurs.

Document ID : KB000008696
Last Modified Date : 14/02/2018
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Issue:

In an SDM 17.0 Advanced Availability environment, we are not able to login to xFlow / SDM Classic interface with any user. A timeout error occurs.

Cause:

xFlow's IncidentMS.log shows: 

ERROR - 2017-11-15 11:30:02 [c.c.c.a.AuthenticationInterceptor] - Exception getting authentication token : Basic Authentication failed 
ERROR - 2017-11-15 11:30:02 [c.c.c.a.AuthenticationInterceptor] - Exception getting authentication token : Authentication failed 
ERROR - 2017-11-15 11:30:02 [c.ca.casm.framework.util.CasmFuture] - Exception occurred, see call stack for more details: userid () 
java.util.concurrent.CompletionException: com.ca.casm.exception.CasmBaseException: Authentication failed 
at java.util.concurrent.CompletableFuture.encodeThrowable(Unknown Source) 
at java.util.concurrent.CompletableFuture.completeThrowable(Unknown Source) 
at java.util.concurrent.CompletableFuture.uniWhenComplete(Unknown Source) 
at java.util.concurrent.CompletableFuture$UniWhenComplete.tryFire(Unknown Source) 
at java.util.concurrent.CompletableFuture.postComplete(Unknown Source) 
Caused by: com.ca.casm.exception.CasmBaseException: Authentication failed 
at com.ca.casm.authentication.AuthenticationInterceptor$1.lambda$doAuthentication$12(AuthenticationInterceptor.java:396) 
at java.util.function.BiConsumer.lambda$andThen$0(Unknown Source) 
at java.util.function.BiConsumer.lambda$andThen$0(Unknown Source) 
at java.util.concurrent.CompletableFuture.uniWhenComplete(Unknown Source) 
at java.util.concurrent.CompletableFuture$UniWhenComplete.tryFire(Unknown Source) 
ERROR - 2017-11-15 11:30:02 [c.ca.casm.framework.util.CasmFuture] - Exception occurred, see call stack for more details: userid () 
java.util.concurrent.CompletionException: com.ca.casm.exception.CasmBaseException: Basic Authentication failed 
at java.util.concurrent.CompletableFuture.encodeThrowable(Unknown Source) 
at java.util.concurrent.CompletableFuture.completeThrowable(Unknown Source) 
at java.util.concurrent.CompletableFuture.uniWhenComplete(Unknown Source) 
at java.util.concurrent.CompletableFuture$UniWhenComplete.tryFire(Unknown Source) 
at java.util.concurrent.CompletableFuture.postComplete(Unknown Source) 
Caused by: com.ca.casm.exception.CasmBaseException: Basic Authentication failed 
at com.ca.casm.authentication.impl.BasicAuthenticator.lambda$authenticate$13(BasicAuthenticator.java:95) 
at java.util.function.BiConsumer.lambda$andThen$0(Unknown Source) 
at java.util.function.BiConsumer.lambda$andThen$0(Unknown Source) 
at java.util.concurrent.CompletableFuture.uniWhenComplete(Unknown Source) 
at java.util.concurrent.CompletableFuture$UniWhenComplete.tryFire(Unknown Source) 
ERROR - 2017-11-15 11:30:02 [c.ca.casm.framework.util.CasmFuture] - Exception occurred, see call stack for more details: userid () 
java.util.concurrent.CompletionException: com.ca.casm.exception.CasmBaseException: Failed to authenticate user: AHD04042:Login failed for userid (user123); login timed out 


Tried to login to SDM and was not able to login. Same timeout error. 


SDM logs show: 
11/15 11:43:17.28 SDMHostname pdm_rfbroker_nxd 4384 SIGNIFICANT rfbroker.c 401 Waited 174 seconds for background online notification. 
11/15 11:43:27.28 SDMHostname pdm_rfbroker_nxd 4384 SIGNIFICANT rfbroker.c 401 Waited 184 seconds for background online notification. 
11/15 11:43:34.01 SDMHostname boplgin 8160 ERROR bplaccess.c 4456 AHD04042:Login failed for userid (user123); login timed out 
11/15 11:43:34.01 SDMHostname web:local 3232 SIGNIFICANT session.c 4040 This request took 11126 milliseconds to complete. session id:0 login name: htmpl name:login.htmpl 

Resolution:

1) Promote current Standby server to Background

2) Restart SDM Service on original Background

 

 

Additional Information:

For more information on how to perform the failover, look into: https://docops.ca.com/ca-service-management/14-1/en/administering/configure-ca-service-desk-manager/managing-servers/how-to-perform-rolling-maintenance-on-ca-sdm-servers