PAM-CM-3438: Error updating password in Active Directory.

Products

• CA Privileged Access Manager (PAM)

Issue/Introduction

We are unable to set the password, we are getting the below error:

Cause

Common causes for this error can include:

• Permissions Issues:
  • Deny permissions assigned to the Organizational Unit (OU) where the user account resides.
  • Incorrect permissions on the OU or the user object itself within Active Directory.
  • The account used by the PAM solution (e.g., the connector service) lacks the necessary delegated permissions to perform password resets in Active Directory.
• Active Directory Account Changes:
  • The user account's Organizational Unit (OU) has changed in Active Directory and the PAM solution's account information is out of sync.
  • The sAMAccountName (pre-Windows 2000 login name) attribute in Active Directory is different from the username property of the account object in the PAM solution, which can cause issues with Windows API commands used for password management.
  • The account's password has expired or is set to change on the next logon, preventing the PAM solution from updating it.
• Network or Connectivity Issues:
  • Problems with the secure channel between domain controllers, which can impact replication and communication.
  • General network connectivity problems or firewalls blocking communication between the PAM solution and the domain controller.
• PAM Solution Configuration:
  • Incorrect configuration of the LDAP connection within the PAM solution, including the Distinguished Name.
  • Problems with certificates on domain controllers when using LDAPS.
  • Device addressing issues, such as using an FQDN instead of an IP address or hostname. 

Resolution

Troubleshooting Steps:

1. Check Active Directory Permissions: Verify that the PAM solution's service account and the target user account have the appropriate permissions to reset passwords in the relevant OU within Active Directory.
2. Verify Account Information in PAM: Ensure that the account details within the PAM solution match the corresponding account in Active Directory, especially the OU and username.
3. Review Domain Controller Logs: Examine the domain controller logs for events related to password resets or authentication failures when the PAM solution attempts to update the password.
4. Reset Secure Channel (If Applicable): If replication issues are suspected, consider resetting the secure channel between domain controllers.
5. Restart Services: Restart relevant services on the PAM server and domain controller, such as the PAM service and Remote Desktop Services.
6. Verify Network Connectivity: Check for network connectivity issues and firewalls that might be blocking communication between the PAM solution and the domain controller.
7. Update LDAP Configuration (If Applicable): If using LDAP, verify and potentially reconfigure the LDAP connection settings within the PAM solution.
8. Ensure Certificates are Valid (If using LDAPS): Make sure that all domain controllers have valid certificates if LDAPS is being used