CA Process Automation (ITPAM) does not show the login page. C2O.LOG shows: UCFPAMConnectorManager failed to initialize UCF Connector

Products

• CA Service Catalog
• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager
• CA Service Management - Service Desk Manager
• CA Process Automation Base

Issue/Introduction

CA Process Automation (ITPAM) does not show the login page.

C2O.LOG shows: 

2016-12-22 09:52:19,945 ERROR [com.optinuity.c2o.ucf.UCFPAMConnectorManager] [onnectorManager] UCFPAMConnectorManager failed to initialize UCF Connector

com.ca.catalyst.container.ContainerException

at com.ca.catalyst.container.impl.ContainerImpl.start(ContainerImpl.java:172)

at com.optinuity.c2o.ucf.UCFPAMConnectorManager.initCatalystContainer(UCFPAMConnectorManager.java:165)

at com.optinuity.c2o.ucf.UCFPAMConnectorManager.run(UCFPAMConnectorManager.java:121)

at java.lang.Thread.run(Thread.java:745)

Caused by: java.lang.NullPointerException

at com.ca.catalyst.container.impl.ContainerImpl.processNodeStartup(ContainerImpl.java:187)

at com.ca.catalyst.container.impl.ContainerImpl.start(ContainerImpl.java:166)

... 3 more

Environment

WindowsITPAM r4.3 SP1

Cause

The following configuration is set to True in Oasisconfig.properties:

#Specifies whether the Catalyst Process Automation Services is enabled
ucf.connector.enabled=true 

And the ITPAM being installed does not make use of the Catalyst Process Automation Services.

Another possible cause may be that NTLM authentication may be enabled despite the presence of EEM for authentication.

Resolution

In order to resolve this problem, you should proceed as follows:

1. Stop the ITPAM service;
2. Edit file Oasisconfig.properties (found under <INSTALL_DIR>\server\c2o\.config);
3. Search for the following entry:
   
   #Specifies whether the Catalyst Process Automation Services is enabled 
   ucf.connector.enabled=true 
    
4. Change it to False:
   
   #Specifies whether the Catalyst Process Automation Services is enabled 
   ucf.connector.enabled=false 
5. Save the file and start the ITPAM service again.

At this point you should be able to see the main ITPAM login page.

Additional Information

Note that if you are going to make use of the Catalyst Process Automation Services in the future, you will need to change this setting to True again.

Optional:  If there is suspicion of NTLM being a point of interference, also consider editing oasisconfig.properties and setting "ntlm.enabled=false"