EE_AUTHFAILED Authentication Failed Error After Upgrade

Products

• CA Service Management - Service Desk Manager
• CA Service Desk Manager
• ServiceDesk
• CA Service Catalog
• CA Process Automation Base
• CA IT Asset Manager
• CA IT Asset Manager Asset Portfolio Management
• ASSET PORTFOLIO MGMT- SERVER
• CA Service Management - Asset Portfolio Management

Issue/Introduction

After updating the CA EEM version, not able to login with the EEM admin user

error EE_AUTHFAILED Authentication Failed Error After Upgrade

Reviewing the EEM SERVER.LOG (under X:\Program Files\CA\SC\EmbeddedEntitlementsManager\logs), saw the following messages:

DEBUG 2019-04-24 15:50:20,759 [0x00000510] [eiam.server.poz.poz] Server::init: initializing [version: 12.6.0.5] 
DEBUG 2019-04-24 15:50:20,759 [0x00000510] [eiam.server.config.hosts] Hosts::getHost: host [xx.xx.xx.xx] not found 
ERROR 2019-04-24 15:50:20,759 [0x00000510] [eiam.server.poz.poz] Server::init: host configuration missing cannot initialize [host Id: xx.xx.xx.xx] 
DEBUG 2019-04-24 15:50:20,759 [0x00000510] [eiam.server.poz.poz] Server::createInstance: init failed 

There may also be a "Exception[-801]: host information not found." reference in the same server.log as well.

Environment

Release : CA Embedded Entitlements Manager 12.6.x

Resolution

Confirmed that IP xx.xx.xx.xx is right, in fact we could open EEM's URL using that IP, but reviewing other configuration files noticed that each had a different value for the EEM host: 

1. C:\Program Files\CA\SC\iTechnology\iPoz.conf -> Had the IP xx.xx.xx.xx
   
   Should look like
   

   <HostId>eem_server_hostname.mycompany.com</HostId>

2. C:\Program Files\CA\Directory\dxserver\config\knowledge\itechpoz.dxc -> Had both, IP and FQDN
   
   Should look like:
   

   address      = ipv4 "eem_server_hostname.mycompany.com" port 509

3. C:\Program Files\CA\SC\EmbeddedEntitlementsManager\config\server\server.xml -> Had FQDN with port 509
   
   Should look like
   

   <hosts primary="eem_server_hostname.mycompany.com">
   <host id="eem_server_hostname.mycompany.com">
   <dsaurl>eem_server_hostname.mycompany.com:509</dsaurl>
    </host>
    </hosts>     

The above three (3) files must have the same consistent value for the server FQDN.  Mixing different names or relying on name server or DNS resolution is not recomended.

Stop iTechnology and Directory services and modify iPoz.conf and itechpoz.dxc, in order to all have the same value, server's FQDN , to be consistent with server.xml

After EEM services were restarted, login to EEM application worked successfully.