"Internal Server Error - Cannot complete login due to an incorrect user name or password" when downloading an ISO file from a VMware Cloud Director catalog
search cancel

"Internal Server Error - Cannot complete login due to an incorrect user name or password" when downloading an ISO file from a VMware Cloud Director catalog

book

Article ID: 320456

calendar_today

Updated On: 03-14-2025

Products

VMware Cloud Director

Issue/Introduction

  • After clicking the download button on an ISO hosted in a VMware Cloud Director catalog, the "Enabled Download of media file" task fails with the error
Internal Server Error - Cannot complete login due to an incorrect user name or password
  • Within the log file /opt/vmware/vcloud-director/logs/vcloud-container-debug.log the following error is observed:

2022-08-11 11:13:19,779 | DEBUG    | storage-fabric-activity-pool-12 | NfcClientFacadeImpl            | Unauthorized session still occurred after retrying with a new session on https://vcenter.example.com/sdk, abandon operation. | requestId=<requestid>,request=POST https://vcloud.example.com/api/media/<media-ia>/action/enableDownload,requestTime=1660216392659,remoteAddress=#.#.#.#:56536,userAgent=Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 ...,accept=application/*+xml;version 36.2 vcd=<vcdid>,task=<taskid> activity=(com.vmware.vcloud.backendbase.management.system.TaskActivity,urn:uuid:<uuid>) vcd=<vcdid>,task=<taskid> activity=(com.vmware.vcloud.backendbase.management.system.TaskActivity,urn:uuid:<uuid>) activity=(com.vmware.vcloud.fabric.storage.media.impl.ExportMediaActivity,urn:uuid:<uuid>) activity=(com.vmware.vcloud.fabric.storage.copy.impl.DownloadDatastoreFileActivity,urn:uuid:<uuid>)
HTTP error on GET https://vcenter.example.com/folder/vcd1/media/<media-path-id>/media-<media-id>.iso?dcPath=vcenter-DC&dsName=<datastore_name>: 500
        at com.vmware.vcloud.val.nfc.client.impl.HttpTransferClientSession$StreamConsumer.execute(HttpTransferClientSession.java:116)
        at com.vmware.vcloud.val.nfc.client.impl.HttpTransferClientSession.getFile(HttpTransferClientSession.java:154)

2022-08-11 11:13:19,806 | DEBUG    | storage-fabric-activity-pool-12 | DownloadDatastoreFileActivity  | [Activity Execution] Serializing Future: /vcd1/media/<media-path-id>/media-<media-id>.iso-> java.util.concurrent.FutureTask@25b25d29[Completed exceptionally: com.vmware.ssdc.util.LMException: Cannot complete login due to an incorrect user name or password.] - Handle: urn:uuid:<uuid>, Current Phase: DownloadDatastoreFileActivity$FileCopyPhase | requestId=<request-id>,request=POST https://vcloud.example.com/api/media/<medi-id>/action/enableDownload

  • Within the ESXi log file /var/log/vmware/hostd.log the following error is observed:

    [NFC ERROR]Sending Nfc error 13: NfcFssrvrOpen: Failed to open '[<datastore_name>]vcd1/media/<media-path-id>/media-<media-id>.iso': The file is locked or in use (NFC_FILE_LOCKED)

Environment

VMware Cloud Director 10.x

Cause

This error occurs in Cloud Director when downloading an ISO file which is mounted to a powered on VM. The HTTP GET issued by Cloud Director is unable to retrieve the ISO stored on the VMFS datastore.
This is a result of the new restrictions introduced since vSphere 7.0.x and later releases of vSphere 6.7.x such as 6.7 Update3o. The changes made impact on Cloud Director's ability to carry out cp and HTTP GET commands against files mounted to powered on VMs.

For additional information on the vSphere changes or details on the versions affected refer to KB 81139. Should you have additional questions, please engage the vSphere Support Team.

Resolution

This is a known issue affecting Cloud Director. Currently there is no resolution.

To workaround the issue, one of these actions can be carried out in Cloud Director to enable download of the file:

  1. Unmount the ISO file from any VM it's mounted to as outlined here.
  2. Power off any VM the ISO is mounted to as outlined here.