EEM - EE_POZERROR Repository Error ISE_BACKENDDOWN backend is down
Article ID: 264667
Updated On:
Products
Issue/Introduction
Unable to connect to Active Directory and therefore unable to log into the WCC GUI.
Seeing messages like: EE_POZERROR Repository Error ISE_BACKENDDOWN backend is down
Environment
Release : 11.3.6
Resolution
Confirm if this environment worked previously.
If it did, what if anything changed?
Engage your Active Directory Administrator.
What have they uncovered?
Here are the EEM files you and/or support should review:
$CASHCOMP/EmbeddedEntitlementsManager/eiam-install.log
$CASHCOMP/EmbeddedEntitlementsManager/config/server/server.xml
$CASHCOMP/EmbeddedEntitlementsManager/logs/*
$CASHCOMP/CADirectory/dxserver/config/knowledge/*
$CASHCOMP/CADirectory/dxserver/logs/*
$CASHCOMP/iTechnology/*.conf
$CASHCOMP/iTechnology/*.log
In this client's case the logs showed the following:
===
the server.log
ERROR 2023-04-24 09:25:41,493 [0x00001380] [eiam.server.userstore.genericconnector] Exception[-800]: bind failed
ERROR 2023-04-24 09:25:41,493 [0x00001380] [eiam.server.userstore.genericconnector] [src/LdapUtil.cpp:365] struct ldap *__cdecl eiam::server::ldap::LdapUtil::newLdapConnection(const class eiam::core::String &,const class eiam::core::String &,const class eiam::core::String &)
ERROR 2023-04-24 09:25:41,493 [0x00001380] [eiam.server.userstore.genericconnector] [src/LdapUtil.cpp:269] class eiam::server::ldap::LdapConnection *__cdecl eiam::server::ldap::LdapUtil::newConnection(const class eiam::core::String &,const class eiam::core::String &,const class eiam::core::String &)
ERROR 2023-04-24 09:25:41,508 [0x000013c0] [eiam.server.userstore.genericconnector] GenericConnector::getInfo: error acquiring ldap connection [userstore: Custom_LDAP]
ERROR 2023-04-24 09:25:41,508 [0x000013c0] [eiam.server.userstore.genericconnector] Exception[-800]: failed to create ldap connection
ERROR 2023-04-24 09:25:41,508 [0x000013c0] [eiam.server.userstore.genericconnector] [src/LdapConnector.cpp:209] class eiam::server::ldap::LdapConnection *__cdecl eiam::server::ldap::LdapConnector::newConnection(bool)
ERROR 2023-04-24 09:25:41,508 [0x000013c0] [eiam.server.userstore.genericconnector] [src/LdapConnector.cpp:242] class eiam::server::ldap::LdapConnection *__cdecl eiam::server::ldap::LdapConnector::acquireConnection(v
ipoz.log
WARN 2023-04-24 09:25:29,231 [0x000012cc] [eiam.server.ipoz.authplugin] [src/LdapUtil.cpp:365] struct ldap *__cdecl eiam::server::ldap::LdapUtil::newLdapConnection(const class eiam::core::String &,const class eiam::core::String &,const class eiam::core::String &)
WARN 2023-04-24 09:25:29,231 [0x000012cc] [eiam.server.ipoz.authplugin] [src/LdapUtil.cpp:269] class eiam::server::ldap::LdapConnection *__cdecl eiam::server::ldap::LdapUtil::newConnection(const class eiam::core::String &,const class eiam::core::String &,const class eiam::core::String &)
WARN 2023-04-24 09:25:29,320 [0x000013a4] [eiam.server.ipoz.authplugin] AuthPlugin::authenticateUser: authentication failed [username: svcAutosys]
WARN 2023-04-24 09:25:29,320 [0x000013a4] [eiam.server.ipoz.authplugin] Exception[-500]: error while authenticating user
WARN 2023-04-24 09:25:29,320 [0x000013a4] [eiam.server.ipoz.authplugin] [src/UserStoreManager.cpp:309] bool __cdecl eiam::server::poz::UserStoreManager::authenticateUser(const class eiam::core::String &,const class eiam::core::String &,class eiam::core::String &)
WARN 2023-04-24 09:25:29,320 [0x000013a4] [eiam.server.ipoz.authplugin] [src/Poz.cpp:1015] bool __cdecl eiam::server::poz::Poz::authenticateUser(const class eiam::core::String &,const class eiam::core::String &,class eiam::core::String &,class eiam::core::String &)
WARN 2023-04-24 09:25:29,320 [0x000013a4] [eiam.server.ipoz.authplugin] Caused by:
WARN 2023-04-24 09:25:29,320 [0x000013a4] [eiam.server.ipoz.authplugin] Exception[-800]: failed to create ldap connection
WARN 2023-04-24 09:25:29,320 [0x000013a4] [eiam.server.ipoz.authplugin] [src/LdapConnector.cpp:209] class eiam::server::ldap::LdapConnection *__cdecl eiam::server::ldap::LdapConnector::newConnection(bool)
WARN 2023-04-24 09:25:29,321 [0x000013a4] [eiam.server.ipoz.authplugin] [src/LdapConnector.cpp:242] class eiam::server::ldap::LdapConnection *__cdecl eiam::server::ldap::LdapConnector::acquireConnection(void)
WARN 2023-04-24 09:25:29,321 [0x000013a4] [eiam.server.ipoz.authplugin] [src/GenericConnector.cpp:321] bool __cdecl eiam::server::userstore::GenericConnector::doFindUser(const class eiam::core::String &,const class eiam::core::String &,class eiam::server::dirobj::GlobalUser *&)
WARN 2023-04-24 09:25:29,321 [0x000013a4] [eiam.server.ipoz.authplugin] [src/GenericConnector.cpp:235] bool __cdecl eiam::server::userstore::GenericConnector::authenticate(const class eiam::core::String &,const class eiam::core::String &,const class eiam::core::String &,class eiam::core::String &)
WARN 2023-04-24 09:25:29,321 [0x000013a4] [eiam.server.ipoz.authplugin] Caused by:
WARN 2023-04-24 09:25:29,321 [0x000013a4] [eiam.server.ipoz.authplugin] Exception[-800]: bind failed
WARN 2023-04-24 09:25:29,321 [0x000013a4] [eiam.server.ipoz.authplugin] [src/LdapUtil.cpp:365] struct ldap *__cdecl eiam::server::ldap::LdapUtil::newLdapConnection(const class eiam::core::String &,const class eiam::core::String &,const class eiam::core::String &)
WARN 2023-04-24 09:25:29,321 [0x000013a4] [eiam.server.ipoz.authplugin] [src/LdapUtil.cpp:269] class eiam::server::ldap::LdapConnection *__cdecl eiam::server::ldap::LdapUtil::newConnection(const class eiam::core::String &,const class eiam::core::String &,const class eiam::core::String &)
==
EEM was reporting that it could not connect to the LDAP as svcAutosys.
See "Exception[-500]: error while authenticating user" error from LDAP.
This client determined the issue was infact their network issue.
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