Error: "Cannot complete login due to an incorrect token, user name, or password" when reconfiguring VMware Live Site Recovery 9.0.x to vCenter
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Error: "Cannot complete login due to an incorrect token, user name, or password" when reconfiguring VMware Live Site Recovery 9.0.x to vCenter

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Article ID: 429440

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Updated On:

Products

VMware Live Recovery

Issue/Introduction

When attempting to reconfigure the VMware Live Site Recovery (VLSR) 9.0.x appliance to the vCenter Server, the operation fails.

 

  • The VLR Appliance Management Interface (VAMI) returns the following error message during the "Connect to vCenter" or "Reconfigure" task: Cannot complete login due to an incorrect token, user name, or password

  • This occurs even when the credentials provided for the vCenter Single Sign-On (SSO) administrator are verified as correct.

Environment

VMware Live Site Recovery 9.0.x

Cause

The root cause is a time synchronization mismatch between the VMware Live Site Recovery appliance and the vCenter Server.

The authentication process relies on Security Token Service (STS) SAML tokens. These tokens have a strict validity window. If the system clocks of the participating appliances differ by more than 60 seconds, the token generated by vCenter SSO is considered expired or not yet valid by the VLR appliance, resulting in a rejected login attempt despite correct credentials.

Resolution

To resolve this issue, ensure both appliances are synchronized to the same NTP source.

  1. Check Current Time:

    • Log in to the vCenter Server Appliance (VCSA) via SSH and run the date command.

    • Log in to the VLR 9.0.x appliance via SSH and run the date command.

    • Compare the results to confirm a skew of >60 seconds.

  2. Update NTP Settings on vCenter:

    • Log in to the vCenter VAMI (https://<vcenter-ip>:5480).

    • Navigate to Time > Edit.

    • Ensure a valid NTP server is configured and the status shows "Synchronized".

  3. Update NTP Settings on VLR:

    • Log in to the VLR VAMI (https://<vlr-ip>:5480).

    • Navigate to Time.

    • Set the NTP mode to Manual or Host, ensuring it matches the NTP server used by the vCenter.

    • Click Save.

  4. Verify and Retry:

    • Restart the srm-server service on the VLSR appliance if necessary: systemctl restart srm-server.

    • Re-run the reconfiguration wizard in the VLSR VAMI.

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