CA SSO/Siteminder Administrative User Interface (AdminUI) fails logon.

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Article ID: 36548

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Updated On:

Products

CA Single Sign On Secure Proxy Server (SiteMinder) AXIOMATICS POLICY SERVER CA Single Sign On SOA Security Manager (SiteMinder) CA Single Sign-On

Issue/Introduction

PROBLEM:

Logon to the CA SSO/Siteminder Administrative User Interface (AdminUI) fails with the error:

"Error: Unable to process logins. Please contact your administrator." 

 

CAUSES:

This indicates that you are able to connect your browser to the AdminUI application server (Default is JBOSS) however that AdminUI cannot connect to the Policy Server.  

NOTE: This particular error would only occur if you are using an Internal Administrator Store for the AdminUI.  (i.e. The AdminUI Administrators are stored in the Policy Store rather than an External Admin. Store).

This are several possible reasons for this problem.

1) The Policy Server is stopped

2) The Policy Server host is offline

3) The Policy Server host is unreachable on the network

4) The AdminUI cannot communicate with the Policy Server on TCP port 44442

 

TROUBLESHOOTING:

Ensure the Policy Server is started.

a. Launch the smconsole and review the "Status" tab.

b. Open the smps.log file and scroll to the end of the log.

c. On Windows:

-> Launch 'services.msc' and locate the running state of the "SiteMinder Policy Server". 

-> Launch a command-prompt with elevated privileges and run 'sc query SmPolicySrv'

 

SOLUTIONS:

1) Ensure the Policy Server is started.

a. Launch the smconsole and review the "Status" tab.

b. Open the smps.log file and scroll to the end

c. On Windows:

-> Launch 'services.msc' and locate the running state of the "SiteMinder Policy Server". 

-> Launch a command-prompt with elevated privileges and run 'sc query SmPolicySrv'

If the CA Siteminder Policy Server is stopped, restart it.

Starting the CA Siteminder Policy Server instance:

UNIX:

option #1: Launch the smconsole and 'click START on the 'Status' tab

option #2: From a command line, run the following script: <installation_path>/siteminder/bin/start-all 

Alternative: <installation_path>/siteminder/bin/start-ps

WINDOWS: 

 

option #1: Launch the smconsole and 'click START on the 'Status' tab

option #2: From a command line, run 'sc start smpolicysrv'

option #3: Run 'services.msc', then start the "SiteMinder Policy Server" service.

 

2) If the Policy Server host is offline restart it and ensure the Policy Server instance starts properly.

 

3) Verify whether the Policy Server is reachable from the AdminUI

a. Logon to the AdminUI and ping the IP address of the Policy Server

b. Ping the FQDN of the Policy Server

c. Telnet to the Policy Server on TCP Port 44442.

 

 

 

Environment

Release: ESPSTM99000-12.51-Single Sign On-Extended Support Plus
Component: