XFlow server not accessible.

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

XFlow server  not accessible, unable to login to XFlow.

Environment

Release : 17.3

Component : SERVICE DESK MANAGER

Cause

Excerpt from stdlog : 
=================
Excerpt from stdlog file : 
06/30 14:40:32.20 SDMAPPSV01 domsrvr:02             14768 ERROR        sec_mgr.c             4030 Unable to find DomSession 1036184907 used by user IS_SSXFlowAccount invoked by play_service_15268@SDMAPPSV01 with reply method got_sync_fetch
06/30 14:40:33.08 SDMAPPSV01 bpvirtdb_srvr          21236 SIGNIFICANT  socket_port.c         1956 Unable to write to (domsrvr:03) for 813 seconds. Total errors (29217). Last RC(10035): Unknown error
06/30 14:40:36.58 SDMAPPSV01 boplgin                19824 ERROR        bplaccess.c           3434 AHD04013:Internal error in method (got_ldap_domset): LDAP agent not found 

Excerpt from incidentms.log: 
=====================
ERROR - 2021-06-30 14:32:54 [c.c.c.a.h.SdmBoplginMethodHelper] - Exception getting authentication token : ReceiveTimeout
ERROR - 2021-06-30 14:32:54 [c.c.c.actor.SdmBoplginMethodActor] - Timeout receiving response for the message: ; [Method: validate_external_user]; [Arguments: IS_SSXFlowAccount, domsrvr:03, 12, ]
INFO - 2021-06-30 14:32:54 [c.c.c.a.impl.NTLMAuthenticator] - Completed validateExternalUser method invocation
ERROR - 2021-06-30 14:32:54 [c.c.c.actor.SdmBoplginMethodActor] - Timeout waiting for slump response: ReceiveTimeout
ERROR - 2021-06-30 14:32:54 [c.ca.casm.framework.util.CasmFuture] - Exception occurred, see call stack for more details: userid ()
java.util.concurrent.CompletionException: com.ca.casm.exception.CasmBaseException: NTLM Authentication failed
 at java.base/java.util.concurrent.CompletableFuture.encodeThrowable(CompletableFuture.java:331)
 at java.base/java.util.concurrent.CompletableFuture.completeThrowable(CompletableFuture.java:346)
 
 
ERROR - 2021-06-30 14:32:54 [c.ca.casm.framework.util.CasmFuture] - Exception occurred, see call stack for more details: userid ()
java.util.concurrent.CompletionException: com.ca.casm.exception.CasmBaseException: NTLM Authentication failed
 at java.base/java.util.concurrent.CompletableFuture.encodeThrowable(CompletableFuture.java:331)
 at java.base/java.util.concurrent.CompletableFuture.completeThrowable(CompletableFuture.java:346)
 at java.base/java.util.concurrent.CompletableFuture.uniWhenComplete(CompletableFuture.java:870)
 at java.base/java.util.concurrent.CompletableFuture$UniWhenComplete.tryFire(CompletableFuture.java:837)
 at java.base/java.util.concurrent.CompletableFuture.postComplete(CompletableFuture.java:506)
Caused by: com.ca.casm.exception.CasmBaseException: NTLM Authentication failed
 at com.ca.casm.authentication.impl.NTLMAuthenticator.lambda$validateExternalUser$36(NTLMAuthenticator.java:114)
 at java.base/java.util.function.BiConsumer.lambda$andThen$0(BiConsumer.java:72)
 at java.base/java.util.function.BiConsumer.lambda$andThen$0(BiConsumer.java:71)
 at java.base/java.util.concurrent.CompletableFuture.uniWhenComplete(CompletableFuture.java:859)
 at java.base/java.util.concurrent.CompletableFuture$UniWhenComplete.tryFire(CompletableFuture.java:837)
ERROR - 2021-06-30 14:32:54 [c.ca.casm.framework.util.CasmFuture] - Exception occurred, see call stack for more details: userid ()
java.util.concurrent.CompletionException: com.ca.casm.exception.CasmBaseException: Failed to authenticate user: AHD04013:Internal error in method (got_ldap_domset): LDAP agent not found

Resolution

# casm_active_session table contain many stale session. 
#Guided client to truncate the casm_active_session table. 
#Stale sessions were created due to webservices call, Requested to explicitly call Delete function once sessions are created.