The Infoview button on the reports tab is failing to open Infoview. After a period of time, users get the message "AHD04802: User authentication error"

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Article ID: 49121

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Updated On:

Products

CA IT Asset Manager CA Software Asset Manager (CA SAM) ASSET PORTFOLIO MGMT- SERVER SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service KNOWLEDGE TOOLS CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager

Issue/Introduction

Description:

The Infoview button on the reports tab fails to open Infoview. After a period of time, users receive the message "AHD04802: User authentication error" as shown in Figure 1.

Figure 1. The error that is seen

<Please see attached file for image>

Figure 1

Solution:

Here are the steps to resolve the problem:

  1. Recycle Apache Tomcat on the BOXI Server:

    There are a couple of ways to do this.
    One way is to using the Central Configuration Manager. See Figure 2.

    Figure 2. CMC and Tomcat Restart

    <Please see attached file for image>

    Figure 2

    Another way is to start and then stop Tomcat from the command line by running these 2 commands in the order shown:

    net stop "Apache Tomcat 5.5.20"
    net start "Apache Tomcat 5.5.20"

  2. Recycle tomcat on Service Desk server:

    pdm_tomcat_nxd -c stop
    pdm_tomcat_nxd -c start

Environment

Release: UAPMAC990JPP-12.6-Asset Portfolio Management-Asset Configuration
Component:

Attachments

1558721366963000049121_sktwi1f5rjvs16w0w.gif get_app
1558721364816000049121_sktwi1f5rjvs16w0v.gif get_app