500 Internal Server Error During CA Release Automation (CARA) Login Due to Duplicate User Accounts
Article ID: 451505
Updated On:
Products
Issue/Introduction
A user encounters a 500 Internal Server Error while attempting to log in to the CA Release Automation (CARA) platform. The issue persists even after the user has cleared their browser cache and attempted to log in using an incognito window.
Environment
CA Release Automation (CARA / Nolio) 6.9.*
LDAP/Active Directory Authentication
Cause
The 500 error is caused by a duplicate user entry in the internal database. This occurs when a user has two conflicting records. For example, one manually created local account and one account synced via LDAP, both sharing the same distinguished name (DN).
When the authentication provider attempts to retrieve roles for the user, the system identifies multiple user records for the same identity, triggering an error. The server log will typically contain a warning or error similar to:WARN - Retrieved too many (2) users for the distinguished name [CN=...]ERROR - Error, while trying to update Nolio user for LDAP user: User with the same distinguished name already exists.
Resolution
To resolve this authentication conflict, you must remove the redundant user record:
- Inspect the server logs to confirm the specific distinguished name causing the collision.
- Log in to the CARA management console and compare the duplicate accounts. Identify the active, legitimate account (typically the one synced via LDAP) and the redundant account.
- Before making changes, perform a backup of the database to ensure a recovery point is available.
- Using the CARA GUI, remove the unused or redundant user record.
- Have the user attempt to log in again. The successful authentication should no longer trigger the 500 Internal Server Error.
Note: If permissions vary between the two records, ensure the remaining active account is updated to include the correct group memberships and privileges before deleting the duplicate.
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