Server Error in '/ITAM' Application. when logging into APM/ITAM

Products

• CA Service Management - Asset Portfolio Management
• CA IT Asset Manager

Issue/Introduction

When try to login  this error is seen

Runtime Error 
Description: An application error occurred on the server. The current custom error settings for this application prevent the details of the application error from being viewed remotely (for security reasons). It could, however, be viewed by browsers running on the local server machine.

Details: To enable the details of this specific error message to be viewable on remote machines, please create a <customErrors> tag within a "web.config" configuration file located in the root directory of the current web application. This <customErrors> tag should then have its "mode" attribute set to "Off".

<!-- Web.Config Configuration File -->

<configuration>
    <system.web>
        <customErrors mode="Off"/>
    </system.web>
</configuration>

Notes: The current error page you are seeing can be replaced by a custom error page by modifying the "defaultRedirect" attribute of the application's <customErrors> configuration tag to point to a custom error page URL.


<!-- Web.Config Configuration File -->

<configuration>
    <system.web>
        <customErrors mode="RemoteOnly" defaultRedirect="mycustompage.htm"/>
    </system.web>
</configuration>

Environment

CA Asset Portfolio Management 17.1 and higher

 

Cause

The above error is highly generic and is meant to mask specific details from end user view, similar to how a web browser can mask most errors as "friendly" error code 500 messages.  The given error is highly generic and can present for a variety of reasons.

Resolution

In order to investigate the specifics, we will need you to run the instructions that are described in the screencap given.  To do this:

- Go into the ITAM Servers and backup, then access the web.config file located in X:\Program Files (x86)\CA\ITAM\Web Server

- Add the given "customErrors" tag setting into the file and save

- Restart IIS.

To assist in configuring the file, a sample version of the web.config file with the changes requested already included is attached to this KB article.