After adding a user in users.xml unable to login to ACC

Products

• CA Application Performance Management Agent (APM / Wily / Introscope)
• CA Application Performance Management (APM / Wily / Introscope)
• INTROSCOPE
• DX Application Performance Management

Issue/Introduction

We have created an account by adding a new line to the users.xml file. however, when trying to log in via the URL, it is not working.

The users.xml file looks as below:

 

users.xml

<?xml version="1.0" encoding="utf-8" standalone="no"?>
<!--
Attention!
This file is used for the User Management.
Supported operations on users:
    updating user values e.g. password can be changed by modifying the value of the password attribute
    inserting users by adding new entries
    deleting users by removing existing entries
Any changes to this file are applied on the server shortly after saving it.
For security reasons, all passwords are removed from this file a few seconds after the user updates are saved.
-->
<apm-acc-users>
 <!-- Default user -->
 <user email="<name1>@example.com" firstname="<name>" lastname="<name>" password="<password>"/>
#<apm-acc-users>
# <!-- Example user -->
# <user email="<name>@example.com" firstname="<name>" lastname="<name>" password="<password>"/>
 <user email="<name2>@example.com" firstname="<name>" lastname="<name>" password="<password>"/>
<apm-acc-users>

The account is <name1>@example.com with <password>.

When we try to login, we get a error. The URL print this message :

" Email or password invalid or user unknown."  and the certified notes :

Connection is not secure ...

https://<IP/Hostname>:8443/login

Environment

Release : 10.7.0

Component : APM ACC

Resolution

The problem is fixed after revision of the users.xml. We believe it had some character that was causing the failure.
After cleaning the content and rewriting, it worked. We suggest to restore the original users.xml and modify again.