Listers;
I'm looking for some wisdom over here and I'm pretty sure I will find it :)
We had an error with LDAP Authentication, but I didn't find anything wrong in
Remedy, even the issue solved itself after 1 hour or so, maybe you had seen
something like this:
Environment:
Application:
* ARS 7.1 patch 11
* ITSM 7.03 patch 004
* Oracle 10g - Remote
* Windows Server 2003 (VM)
* AD - Windows
Sympthoms:
Once every 2 or 3 days some users (1 or 2) faces ARERR 8922 Authentication
servidce is not available, please contact administrator for assistance
<server>; usually SD resets the password and user is able to login again.
When this came worse happened with some users (5+) logged out and when log in
again they receive the same error message (8922) and randomly users had the
issue.
These are the tests I've done:
1. Ping and tracert to Active directory server. Both successfully
2. On the user form, set a temporary password and attempt to login
(successful), delete temporary password and atttempt to login (failed).
3. Kill arplugin process and attempt to login, service restarted by armonitor,
but log in failed.
4. Do an arreload on the application server, log in attempts failed
This affected users also in the DEV environment (since also DEV is
authenticated with the same AD), restarted DEV and attempt to log in (failed)
I changed the order for the authentication configuration (previous order 3, new
order 0) and increase connection timeout from 30 secs to 60 secs. Then tried to
log in again and it failed.
I'm looking deeper to see what may be causing this, but not luck searching even
plugin logs only shows that user authentication calls failed for the user:
<PLGN> <TID: 004640> <RPC ID: 0000003093> <Queue: AREA > <Client-RPC:
390695> /* Mon Nov 21 2011 18:00:51.6170 */+VL AREAVerifyLoginCallback
-- user mgr_sierra
<PLGN> <TID: 004640> <RPC ID: 0000003093> <Queue: AREA > <Client-RPC:
390695> /* Mon Nov 21 2011 18:01:25.5590 */-VL
FAIL
<PLGN> <TID: 004640> <RPC ID: 0000003094> <Queue: AREA > <Client-RPC:
390695> /* Mon Nov 21 2011 18:01:25.5590 */+VL AREAVerifyLoginCallback
-- user mgr_sierra
<PLGN> <TID: 004640> <RPC ID: 0000003094> <Queue: AREA > <Client-RPC:
390695> /* Mon Nov 21 2011 18:01:59.1730 */-VL
FAIL
<PLGN> <TID: 004640> <RPC ID: 0000003095> <Queue: AREA > <Client-RPC:
390695> /* Mon Nov 21 2011 18:02:12.4400 */+VL AREAVerifyLoginCallback
-- user mgr_sierra
Any ideas?
Cheers.
Hugo Ruesga
Software Development Advisor
US 972.577.7000 x 332.3868
MX +52 (33) 3332.3868
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