Error: Invalid Credentials during PAM Upgrade Utility login

Products

• CA Privileged Access Manager (PAM)

Issue/Introduction

The login to PAM upgrader utility using the config user name and credentials fails and the upgrade can't be completed.

The error message encountered is "Invalid Credentials"

Environment

CA PAM : 4.3.1

Cause

The password for the config user provided for performing the upgrade is either wrong or forgotten.

Even after the user has successfully has reset the password of 'config' user from the VM Console option -- "Reset Password", but the password for this user is not actually reset to the default due to some corruption of the file having the password of this user.

The customer is not able to login with the configuration page using the http://<CAPAM_SERVER>/config as well.

Resolution

Connect with the Broadcom Support team to connect to the CA PAM server using the SSH_Debug utility and to reset the password for the config user, if the Reset Password option is not able to do a factory reset of the password for the config user.