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Error 500 : Web Agent Failing to Connect to Policy Server

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Article ID: 195517

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Updated On:

Products

CA Single Sign On Secure Proxy Server (SiteMinder) CA Single Sign On Agents (SiteMinder) CA Single Sign On Federation (SiteMinder) CA Single Sign On SOA Security Manager (SiteMinder) SITEMINDER

Issue/Introduction

 

When running a Web Agent, this one reports error shortly after restart
and intermittently :

  [8794/984688384][Thu Jul 16 2020 20:36:48]
  [CSmLowLevelAgent.cpp:1392][ERROR][sm-AgentFramework-00520]
  LLA: SiteMinder Agent Api function failed - 'Sm_AgentApi_LoginEx' returned '-2'.

  [8794/984688384][Thu Jul 16 2020 20:36:48]
  [CSmAuthenticationManager.cpp:194][ERROR][sm-AgentFramework-00420]
  HLA: Component reported fatal error: 'Low Level Agent'.

  [8794/984688384][Thu Jul 16 2020 20:36:48]
  [CSmHighLevelAgent.cpp:710][ERROR][sm-AgentFramework-00420]
  HLA: Component reported fatal error: 'Authentication Manager'.

Cause

 

Setting the Web Agent traces to include statistics about connectivity
with the following config :

WebAgentTrace.conf :

  components: AgentFramework, HTTPAgent, WebAgent, AgentFunc, Agent_Con_Manager
  data: Date, Time, PreciseTime, Pid, Tid, TransactionID, Message, SrcFile, Function, RequestIPAddr, IPAddr, IPPort, AgentName, Domain, DomainOID, Realm, RealmOID, Resource, Action, User, SessionSpec, SessionID, CertSerial, SubjectDN, IssuerDN, UserDN, Threshold, Throughput, MinThroughput, MaxThroughput, HandleCount, BusyHandleCount, FreeHandleCount, State, ClusterID

Then, continuously the message

  "SmAgentTli_TCPReceiveBuf returns TIME-OUT"

error can be seen in the Web Agent traces as the following :

WebAgent.log :

  [8781/596088576][Thu Jul 16 2020 20:21:09]
  SiteMinder APACHE 2.4 WebAgent, Version 12.52 QMR01, Update HF-07, Label 2259.

  [8781/596088576][Thu Jul 16 2020 20:21:09]
  hostconfigfile='/opt/CA/webagent/config/SmHost.conf'.

  [8781/596088576][Thu Jul 16 2020 20:21:09]
  traceconfigfile='/opt/CA/webagent/config/WebAgentTrace.conf'.

  [8794/984688384][Thu Jul 16 2020
  20:36:48][CSmLowLevelAgent.cpp:1392][ERROR][sm-AgentFramework-00520]
  LLA: SiteMinder Agent Api function failed - 'Sm_AgentApi_LoginEx' returned '-2'.

  [8794/984688384][Thu Jul 16 2020
  20:36:48][CSmAuthenticationManager.cpp:194][ERROR][sm-AgentFramework-00420]
  HLA: Component reported fatal error: 'Low Level Agent'.

  [8794/984688384][Thu Jul 16 2020
  20:36:48][CSmHighLevelAgent.cpp:710][ERROR][sm-AgentFramework-00420]
  HLA: Component reported fatal error: 'Authentication Manager'.

WebAgentTrace.log :

  [07/16/2020][20:35:48][20:35:48.783][8794][984688384]
  [0000000000000000000000008f68c87a-225a-5f1049a4-3ab12700-31ff5d878825]
  [Resolved HTTP_HOST: 'mywebagent.mydomain.com'.][CSmHttpPlugin.cpp:399]
  [CSmHttpPlugin::ProcessResource][10.0.0.1]
  [][][][][][][][][][][][][][][][][][][][][][][][][]

  [07/16/2020][20:35:48][20:35:48.783][8794][984688384]
  [0000000000000000000000008f68c87a-225a-5f1049a4-3ab12700-31ff5d878825]
  [Resolved hostname: 'mywebagent.mydomain.com'.][CSmHttpPlugin.cpp:490]
  [CSmHttpPlugin::ProcessResource][10.0.0.1][][][][][][][][][][][][][][]
  [][][][][][][][][][][]

  [07/16/2020][20:35:48][20:35:48.783][8794][984688384]
  [0000000000000000000000008f68c87a-225a-5f1049a4-3ab12700-31ff5d878825]
  [Resolved URL: '/myapperror/HTTP_NOT_FOUND.html.var'.][CSmHttpPlugin.cpp:657]
  [CSmHttpPlugin::ProcessResource][10.0.0.1][*172.16.0.1][][myagent][][]
  [][][][][][][][][][][][][][][][][][][][]

  [07/16/2020][20:35:48][20:35:48.783][8794][984688384]
  [0000000000000000000000008f68c87a-225a-5f1049a4-3ab12700-31ff5d878825]
  [Calling SM_WAF_HTTP_PLUGIN->EstablishSession.][CSmSessionManager.cpp:82]
  [CSmSessionManager::EstablishSession][10.0.0.1][*172.16.0.1][][myagent]
  [][][][][/myapperror/HTTP_NOT_FOUND.html.var][GET][][][][][][][][][][]
  [][][][][][]

  [07/16/2020][20:35:48][20:35:48.784][8794][984688384][]
  [Server 192.168.1.101: Current total capacity:  83, current throughput: 1
  ][SmClient.cpp:2930][GetBestServerIndex][][][][][][][][][][][][][][][]
  [][][][][][][2][][][ACTIVE][2]

  [07/16/2020][20:35:48][20:35:48.784][8794][984688384][]
  [Server 192.168.1.102: Current total capacity:   0, current throughput: 0

  [07/16/2020][20:35:48][20:35:48.784][8794][984688384][]
  [Selected server 192.168.1.101: Current total capacity:  82, current throughput: 1]
  [SmClient.cpp:2977][GetServer][][][][][][][][][][][][][][][][][][][][]
  [][2][][][ACTIVE][2]

  [07/16/2020][20:35:48][20:35:48.784][8794][984688384][][Leaving Function]
  [SmClient.cpp:2979][GetBestServerIndex][][][][][][][][][][][][][][][][]
  [][][][][][2][][][ACTIVE][2]

  [07/16/2020][20:36:48][20:36:48.843][8794][984688384][]
  [SmAgentTli_TCPReceiveBuf returns TIME-OUT. No connection retry.]
  [SmClient.cpp:1688][CSmServerHandle::ProcessRequest][][192.168.1.101]
  [44443][][][][][][][][][][][][][][][][][][][5][][][ACTIVE][]

  [07/16/2020][20:36:48][20:36:48.843][8794][984688384][]
  [Request failed with 2 error code.][SmClient.cpp:2760][ProcessRequest]
  [][][][][][][][][][][][][][][][][][][][][][2][][][ACTIVE][2]

  [07/16/2020][20:36:48][20:36:48.843][8794][984688384][]
  [SmAgentTli_TCPReceiveBuf returns TIME-OUT. No connection retry.]
  [SmClient.cpp:1688][CSmServerHandle::ProcessRequest][][192.168.1.101]
  [44443][][][][][][][][][][][][][][][][][][][5][][][ACTIVE][]

  [07/16/2020][20:36:48][20:36:48.843][8794][984688384][]
  [Request failed with 2 error code.][SmClient.cpp:2760][ProcessRequest]
  [][][][][][][][][][][][][][][][][][][][][][2][][][ACTIVE][2]

  [07/16/2020][20:36:48][20:36:48.843][8794][984688384][]
  [Server State transition from ACTIVE to INTER][SmClient.cpp:1825]
  [CSmServerHandle::StateTransition][][192.168.1.101][44443][][][][][][]
  [][][][][][][][][][][][][5][][][INTER][]

  [07/16/2020][20:36:48][20:36:48.843][8794][984688384][]
  [Request failed with 2 error code.][SmClient.cpp:2777][ProcessRequest]
  [][][][][][][][][][][][][][][][][][][][][][2][][][ACTIVE][2]

  [07/16/2020][20:36:48][20:36:48.843][8794][984688384][]
  [Server State transition from INTER to INACTIVE][SmClient.cpp:1825]
  [CSmServerHandle::StateTransition][][192.168.1.101][44443][][][][][][]
  [][][][][][][][][][][][][5][][][INACTIVE][]

  [07/16/2020][20:36:48][20:36:48.843][8794][984688384][]
  [The number of active servers fell below the threshold.][SmClient.cpp:2861]
  [ProcessRequest][][][][][][][][][][][][][][][][][][][][][][2][][][ACTIVE][2]

  [07/16/2020][20:36:48][20:36:48.843][8794][984688384][]
  [Cluster State transition from ACTIVE to INACTIVE][SmClient.cpp:3290]
  [CSmCluster::StateTransition][][][][][][][][][][][][][][][][][][][][][]
  [2][][][INACTIVE][2]

  [07/16/2020][20:36:48][20:36:48.843][8794][984688384][]
  [No active clusters found.][SmAgentAPI.cpp:522][ProcessRequest][][][][]
  [][][][][][][][][][][][][][][][][][][][][][]

  [07/16/2020][20:36:48][20:36:48.843][8794][984688384][]
  [Leave function ProcessRequest][SmAgentAPI.cpp:528][ProcessRequest][][]
  [][][][][][][][][][][][][][][][][][][][][][][][]

  [07/16/2020][20:36:48][20:36:48.843][8794][984688384][]
  [Leave function Sm_AgentApi_Login][SmAgentAPI.cpp:2803][Sm_AgentApi_Login]
  [][][][][][][][][][][][][][][][][][][][][][][][][][]

  [07/16/2020][20:36:48][20:36:48.843][8794][984688384]
  [0000000000000000000000008f68c87a-225a-5f1049a4-3ab12700-31ff5d878825]
  [Communication failure between SiteMinder policy server and web agent.]
  [CSmLowLevelAgent.cpp:1380][AuthenticateUser][10.0.0.1][*172.16.0.1][]
  [myagent][][03-0003a3fd-db36-1d37-bf8d-8312d0d20000][myrealm]
  [06-a9f59526-0f16-405c-b58d-34b7c69dbb20][/myapperror/HTTP_NOT_FOUND.html.var]
  [GET][][][][][][][][][][][][][][][][]

  [07/16/2020][20:36:48][20:36:48.844][8794][984688384]
  [0000000000000000000000008f68c87a-225a-5f1049a4-3ab12700-31ff5d878825]
  [LowLevelAgent returned SmFailure.][CSmAuthenticationManager.cpp:196]
  [CSmAuthenticationManager::AuthenticateUser][10.0.0.1][*172.16.0.1][]
  [myagent][][03-0003a3fd-db36-1d37-bf8d-8312d0d20000][myrealm]
  [06-a9f59526-0f16-405c-b58d-34b7c69dbb20][/myapperror/HTTP_NOT_FOUND.html.var]
  [GET][][][][][][][][][][][][][][][][]
  


There was misconfiguration in the Load Balancer
between Web Agent and Policy Server.

 

Environment

 

  Web Agent 12.52SP1CR07 on Apache 2.4 on RedHat 6;

 

Resolution


- Configure the Load Balancer able to handle properly the connections
  from the Web Agent to the Policy Servers;