Failed to start CA PAM Client: unexpected error occurred on MAC

Products

• CA Privileged Access Manager (PAM)

Issue/Introduction

When user launches PAM Client on MAC laptop, it prompts the login dialog. However, once user keyed in user and password and clicked the [Login] button it failed and showed the following error dialog.

"Failed to start CA PAM Client: unexpected error occurred. Please contact your system administrator."

PAM Client log file, i.e. /Applications/CA PAM Client.app/Contents/MacOS/logs.log shows the following error

2021-12-13 01:36:17 DEBUG - Extracting /Users/sanwi06/xceedium/web/utils-mac-32-64.dylib     com.ca.xsuite.app.xbrowser.screenshooter.LibraryExtractor [SwingWorker-pool-1-thread-4]
2021-12-13 01:36:17 INFO  - java.lang.ExceptionInInitializerError     syserr [SwingWorker-pool-1-thread-4]
2021-12-13 01:36:17 INFO  -      syserr [SwingWorker-pool-1-thread-4]
2021-12-13 01:36:17 INFO  -  at com.ca.xsuite.app.xbrowser.platforms.OSUtils.<clinit>(Unknown Source)     syserr [SwingWorker-pool-1-thread-4]
2021-12-13 01:36:17 INFO  -      syserr [SwingWorker-pool-1-thread-4]
2021-12-13 01:36:17 INFO  -  at com.ca.xsuite.app.xbrowser.vncserver.rfb.VNCJFrame.<init>(Unknown Source)     syserr [SwingWorker-pool-1-thread-4]
2021-12-13 01:36:17 INFO  -      syserr [SwingWorker-pool-1-thread-4]
2021-12-13 01:36:17 INFO  -  at com.ca.xsuite.app.xbrowser.XCDRecordableBrowser.<init>(Unknown Source)     syserr [SwingWorker-pool-1-thread-4]
2021-12-13 01:36:17 INFO  -      syserr [SwingWorker-pool-1-thread-4]
2021-12-13 01:36:17 INFO  -  at com.ca.xsuite.client.XsuiteClientBrowser.<init>(Unknown Source)     syserr [SwingWorker-pool-1-thread-4]
2021-12-13 01:36:17 INFO  -      syserr [SwingWorker-pool-1-thread-4]
2021-12-13 01:36:17 INFO  -  at com.ca.xsuite.client.XsuiteClientBrowser.start(Unknown Source)     syserr [SwingWorker-pool-1-thread-4]
2021-12-13 01:36:17 INFO  -      syserr [SwingWorker-pool-1-thread-4]
2021-12-13 01:36:17 INFO  -  at com.ca.xsuite.client.ClientEntryPoint$3$1.doInBackground(Unknown Source)     syserr [SwingWorker-pool-1-thread-4]
2021-12-13 01:36:17 INFO  -      syserr [SwingWorker-pool-1-thread-4]
2021-12-13 01:36:17 INFO  -  at javax.swing.SwingWorker$1.call(SwingWorker.java:295)     syserr [SwingWorker-pool-1-thread-4]
2021-12-13 01:36:17 INFO  -      syserr [SwingWorker-pool-1-thread-4]
2021-12-13 01:36:17 INFO  -  at java.util.concurrent.FutureTask.run(FutureTask.java:266)     syserr [SwingWorker-pool-1-thread-4]
2021-12-13 01:36:17 INFO  -      syserr [SwingWorker-pool-1-thread-4]
2021-12-13 01:36:17 INFO  -  at javax.swing.SwingWorker.run(SwingWorker.java:334)     syserr [SwingWorker-pool-1-thread-4]
2021-12-13 01:36:17 INFO  -      syserr [SwingWorker-pool-1-thread-4]
2021-12-13 01:36:17 INFO  -  at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1149)     syserr [SwingWorker-pool-1-thread-4]
2021-12-13 01:36:17 INFO  -      syserr [SwingWorker-pool-1-thread-4]
2021-12-13 01:36:17 INFO  -  at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:624)     syserr [SwingWorker-pool-1-thread-4]
2021-12-13 01:36:17 INFO  -      syserr [SwingWorker-pool-1-thread-4]
2021-12-13 01:36:17 INFO  -  at java.lang.Thread.run(Thread.java:748)     syserr [SwingWorker-pool-1-thread-4]
2021-12-13 01:36:17 INFO  -      syserr [SwingWorker-pool-1-thread-4]
2021-12-13 01:36:17 INFO  - Caused by: java.lang.NullPointerException     syserr [SwingWorker-pool-1-thread-4]
2021-12-13 01:36:17 INFO  -      syserr [SwingWorker-pool-1-thread-4]
2021-12-13 01:36:17 INFO  -  at com.ca.xsuite.app.xbrowser.screenshooter.LibraryExtractor.clearUnusedLibraries(Unknown Source)     syserr [SwingWorker-pool-1-thread-4]
2021-12-13 01:36:17 INFO  -      syserr [SwingWorker-pool-1-thread-4]
2021-12-13 01:36:17 INFO  -  at com.ca.xsuite.app.xbrowser.screenshooter.LibraryExtractor.extractLibraries(Unknown Source)     syserr [SwingWorker-pool-1-thread-4]
2021-12-13 01:36:17 INFO  -      syserr [SwingWorker-pool-1-thread-4]
2021-12-13 01:36:17 INFO  -  at com.ca.xsuite.app.xbrowser.platforms.OSUtils.extractAndLoadLibs(Unknown Source)     syserr [SwingWorker-pool-1-thread-4]
2021-12-13 01:36:17 INFO  -      syserr [SwingWorker-pool-1-thread-4]
2021-12-13 01:36:17 INFO  -  at com.ca.xsuite.app.xbrowser.platforms.MacOSUtils.<clinit>(Unknown Source)     syserr [SwingWorker-pool-1-thread-4]
2021-12-13 01:36:17 INFO  -      syserr [SwingWorker-pool-1-thread-4]
2021-12-13 01:36:17 INFO  -  ... 12 more     syserr [SwingWorker-pool-1-thread-4]
2021-12-13 01:36:17 INFO  -      syserr [SwingWorker-pool-1-thread-4]
2021-12-13 01:36:17 INFO  - Reshowing Launcher dialog with message Failed to start Symantec PAM Client: unexpected error occurred. Please contact your system administrator.     com.ca.client.ui.LauncherXsuiteDialog [SwingWorker-pool-1-thread-4]
2021-12-13 01:36:17 INFO  - Displaying error message: Failed to start Symantec PAM Client: unexpected error occurred. Please contact your system administrator.     com.ca.client.ui.LauncherXsuiteDialog [SwingWorker-pool-1-thread-4]

Environment

Release : 3.4.3

Component : PAM Client on MAC OS

Cause

Directory permission issue under /Users/<username>/xceedium directory

Resolution

The problem is due to permission issue with /Users/<username>/xceedium directory. The user who launches the PAM Client doesn't have privilege to write any file into the directory.

Please rectify the directory permission of /Users/<username>/xceedium directory and make sure the user who launches the PAM Client can write.