Task server fails to complete registration - Authentication failed, server refused to authenticate with provided credentials

Products

• IT Management Suite
• Task Server

Issue/Introduction

After upgrading to a newer ITMS release version, you noticed that your Task Servers fail to register. In this situation, Task Servers had an account 'xxxx' which was a local account on both the SMP and Site Server.

Error entries:

Error code: HTTP status 401: The request requires user authentication (0x8FA10191)

Error note: Authentication failed, server refused to authenticate with provided credentials

Error note: Authentication failed, server refused to authenticate with the provided credentials or the user account is locked

Environment

ITMS 8.x

Cause

1. Account used did not have correct permissions.
2. Recent Management Platform Upgrade

Resolution

Issue 1)

1. Navigate to this setting to validate if the credentials are correct:
   • SMP Console > Settings > All Settings > Agents/Plug-ins > Symantec Management Agent > Settings > Global Agent Settings > Authentication (Tab) > Agent Connectivity Credential
2. Select "Use Application Credentials" instead of "Use these credentials"
   

If step 2 is successful, there may be an issue with the Agent Connectivity Credential as specified.  If the Account is on a Domain, the Domain must be referenced.  i.e. Domain\UserName

Issue 2)

The SMP was recently upgraded and the Task Servers do not have the new Symantec Management Agent and the updated Task Services install.  Do the following:

1. 1. Enable the SMA Upgrade for Site Servers
      • Settings > All Settings > Agents/Plugins > Symantec Management Agent > Windows > Site Server > Symantec Management Agent for Windows XXX (SIte Server Only) - Upgrade
        
        
        
        
   2. Enable the Task Service Upgrade Policy
      • Settings > All Settings > Notification Server > Site Server Settings > Task Service > Advanced > Task Service Upgrade (XXX)