When launching CMDB Visualizer from a Configuration Item Detail screen, the following error appears: "Error: Error while logging in."

Article Id: 50663
Status: Published
Updated On: 14-02-2018 07:22
Legacy Id: TEC541828
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:

When launching CA CMDB Visualizer by clicking on 'Visualizer' button of a Configuration Item Detail screen, the following error is displayed and Visualizer fails to start:

"Error: Error while logging in."

Or the CA CMDB Visualizer Administration Console is launched from the 'Start' -> 'Programs' menu, the following error is displayed and Visualizer fails to start:

"Error: Error in application configuration."

Solution:

The problem may be caused by a corrupt or mismatched .P12 certificate file for CA CMDB Visualizer.

In order to create a new file, please follow the steps below:

  1. Make a backup of the %CMDBVISUALIZER_HOME%\WEB-INF\classes folder.

  2. Run the following command:

    pdm_pki -p CA_CMDB_VISUALIZER -f

    This creates a new CA_CMDB_VISUALIZER.p12.

  3. Replace CA_CMDB_VISUALIZER.p12 in the %CMDBVISUALIZER_HOME%\WEB-INF\classes folder with the new one created in step 2.

  4. Restart both Service Desk and Visualizer services.

Environment:

Release:
Component: ARGIS