Error EE_SPONSORERROR iSponsor Error ISP_ERROR_NOGATEWAY igateway not running in stdlog

Products

• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

Service Desk Manager not allowing new logins when integrated with EEM and within the log the following error is seen:

mm/dd hh:mm:ss.xx SDMSERVER pdm_proctor_nxd 1632 SIGNIFICANT STDIO 0 450922 [0x000009e4] ERROR PozFactory null - PozFactory::isFailoverRequired: Could not communicate with the EEM Server, server =[] returned with errorcode= -3

mm/dd hh:mm:ss.xx SDMSERVER boplgin 2528 ERROR eiamAuth.c 405 Error authenticating user: 'userxx' - EE_SPONSORERROR iSponsor Error ISP_ERROR_NOGATEWAY igateway not running

Environment

Release: 

Ca Service Desk 12.7, 12.9

EEM 12.x

Component: ETEIAM

Cause

One possible cause is that the NX.env variable @NX_EIAM_HOSTNAME. may not be set correctly

Resolution

Validate that the EEM server name is valid, if not set to the correct EEM server name and restart the SDM services in Primary and Secondary (if exists)
Also check from SDM server able to telnet to port 5250 on EEM server.