Add, delete or reset the VIP Enterprise Gateway console username and password or the password is forgotten

Products

• VIP Service

Issue/Introduction

The VIP Enterprise Gateway console username and password needs to be reset.

Resolution

Is the Local Administrator username and password not known/forgotten?

The VIP administrator can open a case with VIP Technical Support and attach the console_realm.properties file (located in <VIP_Enterprise_Gateway_Install>/conf/ directory) to the case. When the file is returned, stop the VIP Enterprise Gateway service, make any changes, and restart the service. 

Note: Only a designated contact listed in your VIP Manager tenants can authorize changes. If the information is incorrect, please refer to this document. 

Is the Local Administrator username and password known and valid?

Perform the following steps on the VIP EG server to add, delete, or reset a VIP Enterprise Gateway administrator account username and password:

1. From the server that has the Symantec Enterprise Gateway installation, launch a command prompt with Administrator privileges. 
2. Navigate to the following directory: <VIP_Enterprise_Gateway_install>\server\bin 
3. Enter the following command syntax to access the password tool:
   
   On Windows, enter:
   passwordTool.bat -adminname <adminname> -adminpass <adminpass> -c <command> -username <username> -userpass <userpass>
   
   On Linux and Solaris, enter:
   passwordTool.sh -adminname <adminname> -adminpass <adminpass> -c <command> -username <username> -userpass <userpass>
    
4. If the current administrator password is lost/unknown, the authorized VIP Administrator can contact Symantec Technical Support for assistance.

If unable to log in after making the changes, follow these steps:

1. Select the Local Administrator option when logging in. (the User Store login validates the username and password against the configured User Store(s).) 
2. Create a new password without double-byte or other unusual special characters.
3. This tool makes changes to the Symantec\VIP_Enterprise_Gateway\conf\console_realm.properties. Check the 'modified' date on the file to verify changes are being made when the file is saved.
4. Open the Symantec\VIP_Enterprise_Gateway\conf\console_realm.properties in Notepad (admin mode) to view the administrator username(s) and encrypted passwords. Create a backup of this file. Then delete the problematic administrator(s), save the file, restart the VIP EG services, and try again. Example:
   

Password Tool arguments

Argument	Description
-adminname <adminname>	Username of the administrator making the change. This was set during the initial installation.
-adminpass <adminpass>	Password of the administrator making the change. This was set during the initial installation.
-c <command>	add - Adds the new user specified in the username and userpass arguments. delete - Deletes the user specified in the username and userpass arguments. reset - Resets the password of the user specified in the username and userpass arguments.
-username <username>	Username to add, delete or change password for.
-userpass <userpass>	New password corresponding to the username. Not required for delete.

 

If the original VIP EG administrator has been removed, replace <adminname> and <adminpass> with the current active VIP EG administrator.