Login Issue, able to Authenticate but IM never loads

Products

• CA Identity Suite

Issue/Introduction

Issue where for blocks of time Login attempts into Identity Manager allow a user to to enter and submit credentials, but the User Interface never loads.     The problem appeared and disappeared randomly throughout the day.    

Sometimes the Identity Manager header is displayed:

other times there are various errors displayed in the browser such as 'failed to load page, 'cannot reach site', or 'took too long to respond'

 

In some instances, waiting 10+ minutes allows the login to complete and the User Interface page to be displayed, but even when in IM performing normal work was slow or failed altogether. 
 

There are no significant messages in the logs indicating a problem.

Environment

Identity Manager 

Cause

This was caused by a 3rd party issuing a SQL Query to get data from the Snapshot and more importantly to this issue, the Audit databases.    When a user logs in with Auditing enabled, that login activity is written to the Audit tables.    The external queries were interfering with the updates into the Audit table preventing the login activity from being completed. 

Resolution

 

1.  The immediate solution was to stop the external queries from being submitted to the database. 

2.  The longer term solution was to work with the DBA and set 

READ_COMMITTED_SNAPSHOT ON
and
ALLOW_SNAPSHOT_ISOLATION ON

on the Audit database and since the query was also accessing it, the Snapshot database.  


This limits the query to only have access to already committed data and eliminated the Login problem while the Query was being run. 

 

 

Additional Information

This issue did not occur immediately, it took several months of Auditing table growth for the issue to appear.   Please consider cleaning up the Auditing tables periodically: Clean Up the Audit Database