Users are not able to login after installing Cumulative Fix 1, Jumbo patch and Hyper Fixes for r12.5.
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Users are not able to login after installing Cumulative Fix 1, Jumbo patch and Hyper Fixes for r12.5.

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Article ID: 21965

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Updated On:

Products

CA IT Asset Manager CA Software Asset Manager (CA SAM) ASSET PORTFOLIO MGMT- SERVER SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service CA Service Desk Manager CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager

Issue/Introduction

Description:

After installing Cumulative #1 fix, the post Cum 1 Jumbo patch and other Hyper Fixes, whenever users whose passwords are validated in AD attempt to login, they instantly get an hourglass and after some minutes they receive a CGI timeout error. This behavior has been seen after installing the fixes and after upgrading EEM to 4.4.405.

Environment details:

  • Service Desk 12.5 CA SDM integrated with EEM 4.4.405.
  • EEM is configured to access CA Directory, which in turn is configured to access two different ADs: one "internal"(on the MSP hosting the installation) and the other "external" (on the client using Service Desk).
  • IIS configured to IWA.
  • All Windows 2008 R2 64 bit.

Solution:

Firstly, confirm whether or not you are hitting the problem by checking the Service Desk standard logs for the following sequence of errors showing that the boplgin process died and then re-started automatically after each login attempt:

0 Cannot load message domain
2397 Disconnecting client BOP-LOGIN
887 Process stopped (C:/PROGRA~2/CA/SERVIC~1/bin/boplgin return: -1
896 Stopped: C:/PROGRA~2/CA/SERVIC~1/bin/boplgin
1849 Daemon bop_login died: restarting
1130 Starting: $NX_ROOT/bin/boplgin

To resolve the problem, follow these steps:

  1. Step 6 for problem USRD 692 from Cumulative 1 Post Installation steps. Here is the step:

    6. (OPTIONAL STEP) For Problem: EEM AUTHENTICATION NOT WORKING
    (Prob# USRD 692)
    Add a new system environment variable EIAMCONFIG ( value is C:\Program Files\CA\Service Desk\pdmconf\eiam.config if
    $NX_ROOT=C:\Program Files\CA\Service Desk) via My Computer -> Property -> Advance -> Environment Variables -> System Variable
    EIAMCONFIG=C:\Program Files\CA\Service Desk\pdmconf\eiam.config

  2. Enable FIPS in Service Desk.

    Edit eiam.config under $NX_ROOT\pdmconf. Goto line 49 and change FIPS to ON as follows:

    <Please see attached file for image>

    Figure 1

  3. Enable FIPS in EEM.

    Edit iGateway.conf file under \Program Files (x86)\CA\SharedComponents\iTechnology and change the FIPS configuration to ON as follows:

    <Please see attached file for image>

    Figure 2

  4. Recycle all services - Service Desk and iTechnology - so that the changes are put into effect.

IMPORTANT: If the preceding steps do not resolve the problem, please open an issue with CA Support.

Environment

Release:
Component: ARGIS

Attachments

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