Identity Portal unavailable - Portal WS failed to initialize

Products

• CA Identity Manager
• CA Identity Governance
• CA Identity Portal
• CA Identity Suite

Issue/Introduction

Identity Portal user console cannot be accessed and shows "Unauthorized User" error. If IM connector is restarted, it is unable to start. Identity Portal server log shows

2022-03-30 00:49:26,687 ERROR [com.idmlogic.sigma.workers.utils.ExceptionsHelper] (default task-33) : ErrorCode: 1200, ErrorFamily: SIGMA, Message: com.idmlogic.sigma.backend.exceptions.InitConnectorException: Reload connector failed
 at com.idmlogic.sigma.manager.impl.ErrorHandlingManagerBean.throwDynamicInitConnectorException(ErrorHandlingManagerBean.java:314) [sigma.bl-0.0.2-SNAPSHOT.jar:]
 at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method) [rt.jar:1.8.0_212]
 at sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:62) [rt.jar:1.8.0_212]
 at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43) [rt.jar:1.8.0_212]
 at java.lang.reflect.Method.invoke(Method.java:498) [rt.jar:1.8.0_212]
< .. cut .. >
Caused by: java.lang.IllegalArgumentException: Reload connector failed 
 at com.idmlogic.sigma.connector.ca.CaimAdapterBase.reload(CaimAdapterBase.java:100) [sigma.connector.ca.im-0.0.2-SNAPSHOT.jar:]
 at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method) [rt.jar:1.8.0_212]
 at sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:62) [rt.jar:1.8.0_212]
 at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43) [rt.jar:1.8.0_212]
 at java.lang.reflect.Method.invoke(Method.java:498) [rt.jar:1.8.0_212]
 at com.idmlogic.sigma.workers.utils.ConnectorInvocationHandler.invoke(ConnectorInvocationHandler.java:34) [sigma.bl-0.0.2-SNAPSHOT.jar:]
 at com.sun.proxy.$Proxy338.reload(Unknown Source)
 at com.idmlogic.sigma.manager.impl.AdapterManagerBean.reload(AdapterManagerBean.java:145) [sigma.bl-0.0.2-SNAPSHOT.jar:]
 ... 105 more
Caused by: ErrorCode: 20056, ErrorFamily: GENERAL, Message: com.idmlogic.sigma.backend.exceptions.InitConnectorException: Portal ws failed to initialize
 at com.idmlogic.sigma.connector.ca.CaimAdapterBase.configureRestWS(CaimAdapterBase.java:198) [sigma.connector.ca.im-0.0.2-SNAPSHOT.jar:]
 at com.idmlogic.sigma.connector.ca.CaimAdapterBase.start(CaimAdapterBase.java:66) [sigma.connector.ca.im-0.0.2-SNAPSHOT.jar:]
 at com.idmlogic.sigma.connector.ca.CaimAdapterBase.reload(CaimAdapterBase.java:95) [sigma.connector.ca.im-0.0.2-SNAPSHOT.jar:]
 ... 112 more
Caused by: ErrorCode: 200650, ErrorFamily: GENERAL, Message: com.idmlogic.sigma.backend.exceptions.BackendException: Calling webservice Testing connectivity and configuration failed
BackendMessages: 
Error: Code: 50, Literal: NOT_AUTHENTICATED, Message: User Not Found, 
 at com.idmlogic.sigma.connector.ca.rest.RestClient1268.isValid(RestClient1268.java:203) [sigma.connector.ca.im-0.0.2-SNAPSHOT.jar:]
 at com.idmlogic.sigma.connector.ca.rest.RestClient1268.test(RestClient1268.java:82) [sigma.connector.ca.im-0.0.2-SNAPSHOT.jar:]
 at com.idmlogic.sigma.connector.ca.v2.CaimAdapter.initRestClient(CaimAdapter.java:93) [sigma.connector.ca.imV2-0.0.2-SNAPSHOT.jar:]
 at com.idmlogic.sigma.connector.ca.CaimAdapterBase.configureRestWS(CaimAdapterBase.java:196) [sigma.connector.ca.im-0.0.2-SNAPSHOT.jar:]
 ... 114 more   

And IM Server log shows

2022-03-29 22:10:08,867 ERROR [iamframework.webservices] (default task-16) Login failure: Username and password do not match.
2022-03-29 22:10:08,867 ERROR [iamframework.webservices] (default task-16) Exception class: class com.netegrity.llsdk6.imsapi.exception.FwAuthenticationException
2022-03-29 22:10:08,870 ERROR [iamframework.webservices] (default task-16) [facility=4 severity=3 reason=0 status=6 message=Unrecognized command]
Username and password do not match.
2022-03-29 22:10:08,870 ERROR [iamframework.webservices] (default task-16) User Not Found: [facility=4 severity=3 reason=0 status=6 message=Unrecognized command]

 at com.ca.iamframework.webservices.api.CommonResource.checkForUser(CommonResource.java:129) [webservices.jar:]

Environment

Release : 14.2, 14.3

Component : SIGMA-Identity Suite

Cause

Credentials specified in IM connector is not authenticated by IM, either due to wrong password or the user is not found.

Resolution

Make sure credentials set in IM Connector is valid user with valid password

Disable problematic password policy that was associated with the user who is used in the IM connector.