How to troubleshoot error "Enterprise authentication could not log you on. Please make sure your logon information is correct. (FWB 00008)"

Products

• CLARITY PPM FOR ITG
• CLARITY PPM FEDERAL
• CA Identity Manager
• CA Identity Governance
• CA Identity Portal
• Clarity PPM SaaS
• Clarity PPM On Premise

Issue/Introduction

Description:

When running reports from Clarity and not working, we need to check the Clarity logs.

If you see the following error: "Enterprise authentication could not log you on. Please make sure your logon information is correct. (FWB 00008)"

Use the troubleshooting checklist below to fix issue.

Solution:

1. Verify your CA Business Intelligence (CABI) version in the BIEK file under {InstallDrive}\Program Files\CA\SC\CommonReporting\. Make sure it's the right version for your Clarity installation.
   
   
2. Passwords must match:
   
   
   1. Go to NSA (Clarity 12.x) / CSA (Clarity 13.x).
   2. Go to "Reporting" section.
   3. Ensure administartor's password is the right one.
   4. Ensure "Trusted Authentication Shared Key" is the same one entered in Business Objects Central Management Console (CMC).
   5. Go to Business Objects Central Management Console (CMC).
   6. Go to "Authentication".
   7. Go to "Enterprise".
   8. Ensure "Shared secret" is the same one as "Trusted Authentication Shared Key" entered in NSA / CSA.
   
   
   
3. Ensure all Business Objects services are up and running.

Environment

Release: ESPCLA99000-13.2-Clarity-Extended Support Plus
Component: