Slowness Listing Target Accounts on Access Page

Products

• CA Privileged Access Manager (PAM)

Issue/Introduction

Post PAM upgrade, end users are experiencing a delay when they click "Select" to view passwords on the Access page. If the list of accounts takes too long to load, it fails with the following error.

Error: PAM-UI-1206: Error getting credentials to view: communication failure

Environment

Privileged Access Manager 4.2.2

Cause

The 4.2.2 release introduced a new feature to list the credential availability for target account passwords on the Access page. The backend database logic to retrieve the credentials and their availability has resulted in the page taking a longer amount of time to load than in previous versions. If this action takes longer than the 2 minute GUI timeout, then the "communication failure" error will occur.

Resolution

The performance issue has been fixed as DE640059 in the 4.2.3 release. The fix is also included in the 4.3 release.

If an upgrade to either version is not possible at this time, open a support case to request a hotfix for the 4.2.2 release.