EE_AUTHFAILED error trying to log into SDM with EEM setup for failover

Products

• CA Service Management - Service Desk Manager
• CA Service Desk Manager

Issue/Introduction

The login does not work and EE_AUTHFAILED error authenticating user is reported.

In stdlogs:
Nodename bopauth_nxd          6884 ERROR        eiamAuth.c             477 Error authenticating user: 'username' - EE_AUTHFAILED Authentication Failed success - took '31' miliseconds.


In EEM logs:

TRACE [0x0000282c] [PozFactory] PozFactory::attachPoz - Leave : retval 1
INFO [0x0000282c] [PozFactory] PozFactory::setFailover: failover set to server [EEMsecondaryserver]
ERROR 2020-02-14 09:37:52,684 [0x0000282c] [PozFactory] PozFactory::isFailoverRequired: Could not communicate with the EEM Server, server returned with errorcode= 704
WARN 2020-02-14 09:37:52,684 [0x0000282c] [PozFactory] Network::RunPrivilegeMethodV aginst [host EEMprimaryserver sponsor iPoz method GetUserSession] was not successful. [error code = 704] [ error = failed to create user profile]
TRACE 2020-02-14 09:37:52,684 [0x0000282c] [PozFactory] PozFactory::setFailover(hostname) - Enter : args [Hostname=EEMprimaryserver
WARN 2020-02-14 09:37:52,684 [0x0000282c] [PozFactory] Backend server EEMprimaryserver couldn't be contacted.
TRACE 2020-02-14 09:37:52,684 [0x0000282c] [PozFactory] PozFactory::setFailover - Enter : args [Status=1]
TRACE 2020-02-14 09:37:52,684 [0x0000282c] [PozFactory] PozFactory::setFailover - Leave
WARN 2020-02-14 09:37:52,684 [0x0000282c] [PozFactory] PozFactory::setFailover: EEM server will try to failover in following order [EEMsecondaryserver EEMprimaryserver ]
TRACE 2020-02-14 09:37:52,684 [0x0000282c] [PozFactory] PozFactory::attachPoz - Enter
DEBUG 2020-02-14 09:37:52,684 [0x0000282c] [PozFactory] PozFactory::attachPoz - Calling ispUtil::BuildFilter : params [ProductInstance=PozAdmin]

Environment

Release : 17.x

2 EEM nodes setup for failover.

Cause

Incorrect settings in option manager variable eiam_hostname

Resolution

1. Log into SDM as an administrator

 

2. Administration > Options Manager > Security

 

3. Edit the EIAM_HOSTNAME option and add the 2 EEM servers separated by a comma.

 

EEMprimaryserver,EEMsecondaryserver

 

Verify that the NX.env is updated and looks similar to:

@NX_EIAM_HOSTNAME=EEMprimaryserver,EEMsecondaryserver

4. Restart SDM services for the changes to take effect.

Additional Information