ISE_BACKENDDOWN while trying to login as EiamAdmin

Products

• Autosys Workload Automation
• CA Service Catalog
• CA Service Desk Manager
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager
• CA Process Automation Base

Issue/Introduction

• Users may not be able to login to EEM, including the EiamAdmin user.  
• EiamAdmin login attempt results in ISE_BACKENDDOWN message.  A bad password intentionally displayed also shows the same error.
• The ldap.log (under X:\Program Files\CA\SC\EmbeddedEntitlementsManager\logs) reports entries such as:
  
  ERROR 20XX-10-11 15:32:01,883 [0x00000f48] [eiam.server.ldap.ldaputil] LdapUtil::newLdapConnection: error starting TLS [name: datastore, ldapurl: ldap://EIAMSERVER:509, ldap: 000000002431D9B0, rc: -1, error: Can't contact LDAP server]

• You may not be able to view applications in the dropdown on the EEM login page.  The dxserver and igateway processes start up, but you are not able to see the applications in EEM (WorkloadAutomationAE and WCC0004 or APM, PAM or Service Catalog) in the dropdown.
• Receiving the following error messages over and over again in the itechpoz_warn_<current date>.log (located in X:\Program Files\CA\Directory\dxserver\logs):
  
  WARN : Cannot StartTLS because ssl not configured
WARN : Cannot StartTLS: protocol error

Environment

• Release : 12.x or higher
• Component : Embedded Entitlements Manager

Resolution

1. Stop EEM Services.
2. Browse to the CA/SC/iTechnology directory and verify the following value exists in the igateway.conf file:
   
   <secureProtocol>TLSV1_2</secureProtocol


3. Go to CA/SC/CA/Directory/dxserver/config/ssld directory and confirm the follow line is present in the itechpoz.dxc file
   
   protocol = tls

4. Go to the CA/SC/CA/Directory/dxserver/config/servers and add the following lines into the itechpoz.dxi file:
   
   # ssld
source "../ssld/itechpoz.dxc";


5. Restart EEM Services