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

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