Identity Manager User Console ERR_CONNECTION_TIMED_OUT with SiteMinder Integration

Products

• CA Identity Manager

Issue/Introduction

Users accessing the Identity Manager (IM) User Console via SiteMinder integration may experience a total connection failure, manifesting as an ERR_CONNECTION_TIMED_OUT error in the browser. This article outlines the troubleshooting steps to isolate the issue between the Identity Manager environment and the external Load Balancer infrastructure.

Environment

Identity Manager 14.5
Siteminder Integration
IIS as proxy of Siteminder Web Agent
Connecting via Load Balancer (Netscaler) that redirects

Cause

Connection timeouts in this environment are typically caused by misconfigured Network Load Balancer (Netscaler) settings, such as SSL certificate synchronization issues or firewall restrictions, rather than the Identity Manager application itself.

Resolution

1. Isolate the Application:
   • Disable SiteMinder integration temporarily within the ra.xml and web.xml files to confirm if the issue persists when bypassing the SiteMinder Web Agent.
   • If the console loads successfully without SiteMinder, the issue lies within the SiteMinder or Load Balancer integration.
2. Verify Load Balancer Configuration:
   • Check the Load Balancer (Netscaler) logs for request errors arriving at the URL.
   • Reinstall or validate the SSL certificate on the Load Balancer to ensure it is correctly associated with the redirection path to the Identity Manager instance.
3. Engage Infrastructure Teams:
   • If the Load Balancer logs show consistent errors despite a valid certificate, engage the Network or Load Balancer administration team to inspect proxy and firewall policies blocking the traffic flow.

Additional Information

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