Error 500.19 when enabling SAML Authentication on IIS

Products

• CA Service Management - Service Desk Manager
• CA Service Catalog
• CA Service Desk Manager

Issue/Introduction

The following error occurs after enabling SAML Authentication for SDM on IIS and modifying the web.config file under NX_ROOT\bopcfg\www\wwwroot\:

HTTP Error 500.19 - Internal Server Error

Config Error: Configuration file is not well-formed XML

Config source:

<?xml version="1.0" encoding="UTF-8"?>

Environment

SDM 17.4

IIS 8 and later

IDP: Azure AD/Entra

Cause

The XML parser is unable to parse the commented out code above <?xml version="1.0" encoding="UTF-8"?> in the web.config file causing this issue to occur

Resolution

1. Delete the entire commented out section above <?xml version="1.0" encoding="UTF-8"?> in the web.config file under NX_ROOT\bopcfg\www\wwwroot\:

The commented out section should look similar to:

<!--<?xml version="1.0" encoding="UTF-8"?>
<configuration>
 <system.webServer>
      <staticContent>
         <mimeMap fileExtension=".properties" mimeType="text/plain" />    
		 <remove fileExtension=".woff" />
		 <mimeMap fileExtension=".woff" mimeType="application/x-font-woff" /> 		 
      </staticContent>
   </system.webServer>
</configuration>
-->
<!-- Specify the below value for requireHttps as true, if the Identify Provider URL is https based. Specify the value requireHttps as false, if the Identify Provider URL is http based.  -->
<!--  To Enable SAML, Comment above code and Uncomment below code. -->

2. Save Changes

3. Restart IIS (iisreset command via cmd)

4. Remove all cache from browser, close all browser windows.

Note: This file may be recreated following a GA or Rollup upgrade. We recommend taking a backup of the file and reviewing it once the upgrade is complete.

Additional Information

CA SDM Authentication Issues