The Infoview button on the reports tab is failing to open Infoview. After a period of time, users get the message "AHD04802: User authentication error"

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

Issue/Introduction

Description:

The Infoview button on the reports tab fails to open Infoview. After a period of time, users receive the message "AHD04802: User authentication error" as shown in Figure 1.

Figure 1. The error that is seen

<Please see attached file for image>

Solution:

Here are the steps to resolve the problem:

1. Recycle Apache Tomcat on the BOXI Server:
   
   There are a couple of ways to do this.
   One way is to using the Central Configuration Manager. See Figure 2.
   
   Figure 2. CMC and Tomcat Restart
   
   

   <Please see attached file for image>

   
   
   Another way is to start and then stop Tomcat from the command line by running these 2 commands in the order shown:
   
   net stop "Apache Tomcat 5.5.20"
   net start "Apache Tomcat 5.5.20"
   
   
2. Recycle tomcat on Service Desk server:
   
   pdm_tomcat_nxd -c stop
   pdm_tomcat_nxd -c start

Environment

Release: UAPMAC990JPP-12.6-Asset Portfolio Management-Asset Configuration
Component: