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 as well, including the EiamAdmin user.  EiamAdmin login attempt results in ISE_BACKENDDOWN message.  A bad password intentionally given also shows the same error.

The ldap.log (under X:\Program Files\CA\SC\EmbeddedEntitlementsManager\logs) would report 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]

Users may not be able to view applications in the dropdown on the EEM login page.  The dxserver and igateway processes start up, but 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

Stop EEM Services.

Please browser to CA/SC/iTechnology directory and verify the following value exist in the igateway.conf file:

<secureProtocol>TLSV1_2</secureProtocol

Then go to CA/SC/CA/Directory/dxserver/config/ssld directory and confirm the follow line is present in the itechpoz.dxc file

protocol = tls

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";

Then Restart EEM Services