User already locked. retrying for the lock in Risk Server logs

Products

• CA Advanced Authentication - Strong Authentication (AuthMinder / WebFort)

Issue/Introduction

We are seeing the below error message in the logs, how to resolve the issue? As a consequence to this the Risk Advise is not returned in the Rest API response.

Environment

Release : 9.1

Component : CA RiskMinder ( RiskFort)

Resolution

Please follow the below steps to address the issue.

1. Stop the Risk service

2. Run the below queries -

update ARRFCONFIGURATION set value=0 where category='USERCONTEXT' AND name='UNLOCK';

update ARRFCONFIGURATION set value=0 where category='DEVICECONTEXT' AND name='UNLOCK';

update ARRFCONFIGURATION set value=5 where category='GLOBAL' and name='DEVICELOCKEDTIMEDIFF';

update ARRFCONFIGURATION set value=5 where category='GLOBAL' and name='USERLOCKEDTIMEDIFF';

commit;

3. Start the Risk service and test again.