The message, Error AHD04013:Internal error in method (got_cnt_pin):1, is received when users with PIN authentication try to login.

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

This error occurs if the PIN Field is defined incorrectly. To resolve this issue, change the PIN Field to contact_num by following the steps:

1. In the Administration tab, Expand Security and Role Management and click on Access Types.
   
   
2. Edit the user's access type and click on Web Authentication tab.
   
   
3. In the PIN Field, set the value to "contact_num" as shown in Figure 1 below.
   
   Figure 1. Setting the PIN Field to contact_num
   
   

   <Please see attached file for image>

   
   
   
4. Click on Save.

User's should now be able to login to the Service Desk.

Environment

Release:
Component: ARGIS