Login Failure to SOI Web Console due to EEM Connection Refused

Products

• CA Service Operations Insight (SOI)

Issue/Introduction

You are unable to log into the Service Operations Insight (SOI) Web Console using either LDAP accounts or the local samadmin account. This issue often occurs after an accidental uninstallation or a rebuild of the Embedded Entitlements Manager (EEM) or Symantec Directory components.

In the `soimgr-debug.log`, you see error messages similar to the following:

ERROR Network  - RunBatMethod - exception occurred calling Iclient runBatMethod com.ca.itechnology.iclient.IclException: org.apache.http.conn.HttpHostConnectException: Connection to https://EEMHostName.DomainName.local:5250 refused

• This indicates that SOI is unable to establish a connection to the EEM server.

Environment

SOI 4.3

Cause

The issue is typically caused by an incorrect LDAP configuration within EEM or a failure in the communication bridge between the SOI Manager and the EEM server. When EEM cannot bind to the user store, it fails to authenticate any login requests, including local administrative accounts.

Resolution

To resolve this issue, you must verify and correct the LDAP and EEM configuration settings:

1. Verify EEM Connectivity:
   Log into the EEM Manager Console directly. Navigate to the **Configure** tab and select **User Store**. Ensure that the external LDAP directory is working correctly.  Be sure to check the Host, Port, and Bind credentials.
2. Check SOI Manager Logs:
   Review the `soimgr-debug.log` for specific connection refused errors. Confirm that the hostname `####` listed in the error matches your current EEM server.
3. Update SOI Configuration:
   Verify the `eem-config.xml` file located in `C:\Program Files (x86)\CA\SOI\SamUI\webapps\sam`. Ensure it points to the correct EEM server hostname and that the application name matches the one registered in EEM.
4. Confirm User Assignments:
   In EEM, under the **Manage Access Policies** tab, verify that your users or LDAP groups are correctly mapped to the SOI application. Users must be explicitly assigned to SOI policies to gain access after an EEM rebuild.
5. Restart Services:
   Restart the CA SOI User Interface and CA SOI Manager services to initialize the updated configuration settings.