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

 

We're running a Web Agent and 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'.

How can we solve this ?

 

Cause

 

We've set 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, we see continuously the "SmAgentTli_TCPReceiveBuf returns
TIME-OUT" error message in the Web Agent traces;

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][][][][][][][][][][][][][][][][]

We discovered that 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.