Threatpulse/Cloud authentication connector unable to connect to the Cloud

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Article ID: 167022

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Updated On:

Products

CDP Integration Server

Issue/Introduction

Threatpulse/Cloud authentication connector unable to connect to the Cloud
The error returned indicates a password issue.  However the password entered the portal and during the authentication connector installation are correct.
When you search the registry, \\HKLM\SYSTEM\CurrentControlSet\Services\BCCA\Parameters is missing.
When the auth connector is uninstalled, the registry and accompanying filesystem items are not cleaned up
The following error is returned when BCCA debugging is enabled:

2011/08/03 14:35:59.144 [1524] [2232:1524] Failed to login with from ControlPod, error - ERROR_LOGIN_FAILED.; status=13:0xd:The data is invalid.
2011/08/03 14:35:59.144 [1524] [2232:1524] Failed to login with ControlPod.; status=1326:0x52e:Logon failure: unknown user name or bad password.

Resolution

The ERROR_LOGIN_FAILED can be caused by three separate issues.  They are:

1.)  The IP address for the network location is incorrect.  From the Windows server running the auth connector, go to http://www.ipcheckit.com/ and https://www.ipcheckit.com/ and make sure the IP addresses that are returned there match the IP address in the Threatpulse portal for the auth connector.  If these IP addresses do not match, then please make the appropriate corrections.  If these IP addresses match, please continue to step #2 below.

2.)  When creating the auth connector in the Threatpulse portal and when installing the auth connector onto the Windows workstation, you are asked for a password.  The password entered for both locations must match.  If these passwords do not match, then the auth connector will fail to connect to the portal.  You may want to delete and recreate the objects in the portal.  Additionally, you may want to uninstall the Auth connector on the Windows server.  If you are certain these passwords are correct and the same, then move to step 3 below.

3.)  Check for the existence of the registry key \\HKLM\SYSTEM\CurrentControlSet\Services\BCCA\Parameters .  If that registry key is missing, please do the following steps:

  1. Uninstall the BCCA.
  2. Make sure that \\HKLM\SYSTEM\CurrentControlSet\Services\BCCA is removed.
  3. Go to <installation_drive:>Program Files\Blue Coat Systems\BCCA and delete everything.
  4. When re-installing the BCCA setup program, right click and select "Run as administrator".  Provide local administrator credentials as needed.  Configure as usual.
  5. Test.

 

NOTE:  To enable debug logging for BCCA, please go to <installation_drive:>\Program Files\Blue Coat Systems\BCCA\bcca.ini and add the following lines to the end of the file:

[Debug]
DebugLevel=0xFFFFFFFF

Save the modified bcca.ini file.  Stop and start BCCA service in Windows.  A debug log will be created with the name of bcca-<PID>.log.