Re: overview console random authentication errors
We are getting exactly the same problem on our 7.6.4 environment. I am working with BMC on a resolution for quite some time now, but so far, no luck We have multiple OU entries in our AREA LDAP configuration form and for some reason it seems to skip some before giving us a FAIL. Our users have already logged into the system, so it is not failing on their login or password. AIX 6.1/ORacle 11g AR 7.6.4 SP1 (Load Balanced) Midtier 7.6.4 (unpatched) ITSM 7.6.4 Mike. Michael Worts Service Management Programme Systems Lead Arqiva Direct 01962 822705 Mobile 07801 755346 Crawley Court, Winchester, Hampshire SO21 2QA www.arqiva.comhttp://www.arqiva.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of patchsk Sent: 16 January 2012 16:54 To: arslist@ARSLIST.ORG Subject: overview console random authentication errors ** We are on ITSM 7.6.03 patch001, ARS 7.6.03p002, Windows 2008, Oracle 11g. We are seeing at random when users click refresh on the overview console or sometimes immediately after they login and when the overview console is rendering, users are getting ERROR (623): Authentication failed error message. If they wait for some time and try again they could see the tickets in their overview console without any issue. I am suspecting may be the plugin crashed or timed out and threw the misleading authentication error message. Does any one have experienced this issue? _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ This email, its content and any files transmitted with it are for the personal attention of the addressee only, any other usage or access is unauthorised. It may contain information which could be confidential or privileged. If you are not the intended addressee you may not copy, disclose, circulate or use it. If you have received this email in error, please destroy it and notify the sender by email. Any representations or commitments expressed in this email are subject to contract. Although we use reasonable endeavours to virus scan all sent emails, it is the responsibility of the recipient to ensure that they are virus free and we advise you to carry out your own virus check before opening any attachments. We cannot accept liability for any damage sustained as a result of software viruses. We reserve the right to monitor email communications through our networks. Arqiva Limited. Registered office: Crawley Court, Winchester, Hampshire SO21 2QA United Kingdom Registered in England and Wales number 2487597 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: overview console random authentication errors
Mike, Like Danny said, it may not be an authentication issue. Are you in a server group/ load balanced environment? You may need to update the ar cfg file if this is the case. Sent from my iPhone On Jan 17, 2012, at 8:49 AM, Mike Worts mike.wo...@arqiva.com wrote: ** We are getting exactly the same problem on our 7.6.4 environment. I am working with BMC on a resolution for quite some time now, but so far, no luck We have multiple OU entries in our AREA LDAP configuration form and for some reason it seems to skip some before giving us a FAIL. Our users have already logged into the system, so it is not failing on their login or password. AIX 6.1/ORacle 11g AR 7.6.4 SP1 (Load Balanced) Midtier 7.6.4 (unpatched) ITSM 7.6.4 Mike. *Michael Worts Service Management Programme Systems Lead* *Arqiva* ** Direct 01962 822705 Mobile 07801 755346 Crawley Court, Winchester, Hampshire SO21 2QA www.arqiva.com -- *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *patchsk *Sent:* 16 January 2012 16:54 *To:* arslist@ARSLIST.ORG *Subject:* overview console random authentication errors ** We are on ITSM 7.6.03 patch001, ARS 7.6.03p002, Windows 2008, Oracle 11g. We are seeing at random when users click refresh on the overview console or sometimes immediately after they login and when the overview console is rendering, users are getting ERROR (623): Authentication failed error message. If they wait for some time and try again they could see the tickets in their overview console without any issue. I am suspecting may be the plugin crashed or timed out and threw the misleading authentication error message. Does any one have experienced this issue? _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ This email, its content and any files transmitted with it are for the personal attention of the addressee only, any other usage or access is unauthorised. It may contain information which could be confidential or privileged. If you are not the intended addressee you may not copy, disclose, circulate or use it. If you have received this email in error, please destroy it and notify the sender by email. Any representations or commitments expressed in this email are subject to contract. Although we use reasonable endeavours to virus scan all sent emails, it is the responsibility of the recipient to ensure that they are virus free and we advise you to carry out your own virus check before opening any attachments. We cannot accept liability for any damage sustained as a result of software viruses. We reserve the right to monitor email communications through our networks. Arqiva Limited. Registered office: Crawley Court, Winchester, Hampshire SO21 2QA United Kingdom Registered in England and Wales number 2487597 _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: overview console random authentication errors
Hi there, Yep - We have a server group configuration. The error only seems to occur when users are directed to our PRD02 server, however, it is not happen consistently. What would I need to add to the ar.cfg file? Mike. Michael Worts Service Management Programme Systems Lead Arqiva Direct 01962 822705 Mobile 07801 755346 Crawley Court, Winchester, Hampshire SO21 2QA www.arqiva.comhttp://www.arqiva.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: 17 January 2012 13:53 To: arslist@ARSLIST.ORG Subject: Re: overview console random authentication errors ** Mike, Like Danny said, it may not be an authentication issue. Are you in a server group/ load balanced environment? You may need to update the ar cfg file if this is the case. Sent from my iPhone On Jan 17, 2012, at 8:49 AM, Mike Worts mike.wo...@arqiva.commailto:mike.wo...@arqiva.com wrote: ** We are getting exactly the same problem on our 7.6.4 environment. I am working with BMC on a resolution for quite some time now, but so far, no luck We have multiple OU entries in our AREA LDAP configuration form and for some reason it seems to skip some before giving us a FAIL. Our users have already logged into the system, so it is not failing on their login or password. AIX 6.1/ORacle 11g AR 7.6.4 SP1 (Load Balanced) Midtier 7.6.4 (unpatched) ITSM 7.6.4 Mike. Michael Worts Service Management Programme Systems Lead Arqiva Direct 01962 822705 Mobile 07801 755346 Crawley Court, Winchester, Hampshire SO21 2QA www.arqiva.comhttp://www.arqiva.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of patchsk Sent: 16 January 2012 16:54 To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: overview console random authentication errors ** We are on ITSM 7.6.03 patch001, ARS 7.6.03p002, Windows 2008, Oracle 11g. We are seeing at random when users click refresh on the overview console or sometimes immediately after they login and when the overview console is rendering, users are getting ERROR (623): Authentication failed error message. If they wait for some time and try again they could see the tickets in their overview console without any issue. I am suspecting may be the plugin crashed or timed out and threw the misleading authentication error message. Does any one have experienced this issue? _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ This email, its content and any files transmitted with it are for the personal attention of the addressee only, any other usage or access is unauthorised. It may contain information which could be confidential or privileged. If you are not the intended addressee you may not copy, disclose, circulate or use it. If you have received this email in error, please destroy it and notify the sender by email. Any representations or commitments expressed in this email are subject to contract. Although we use reasonable endeavours to virus scan all sent emails, it is the responsibility of the recipient to ensure that they are virus free and we advise you to carry out your own virus check before opening any attachments. We cannot accept liability for any damage sustained as a result of software viruses. We reserve the right to monitor email communications through our networks. Arqiva Limited. Registered office: Crawley Court, Winchester, Hampshire SO21 2QA United Kingdom Registered in England and Wales number 2487597 _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ This email, its content and any files transmitted with it are for the personal attention of the addressee only, any other usage or access is unauthorised. It may contain information which could be confidential or privileged. If you are not the intended addressee you may not copy, disclose, circulate or use it. If you have received this email in error, please destroy it and notify the sender by email. Any representations or commitments expressed in this email are subject to contract. Although we use reasonable endeavours to virus scan all sent emails, it is the responsibility of the recipient to ensure that they are virus free and we advise you to carry out your own virus check before opening any attachments. We cannot accept liability for any damage sustained as a result of software viruses. We reserve the right to monitor email communications through our networks. Arqiva Limited. Registered office: Crawley Court, Winchester, Hampshire SO21 2QA United Kingdom Registered in England and Wales number 2487597 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList
Re: overview console random authentication errors
I would start by checking the server name and ip name entries as specified in the config doc. It doesn't hurt to compare the config file for the working server versus the broken one. Sent from my iPhone On Jan 17, 2012, at 9:03 AM, Mike Worts mike.wo...@arqiva.com wrote: ** Hi there, Yep - We have a server group configuration. The error only seems to occur when users are directed to our PRD02 server, however, it is not happen consistently. What would I need to add to the ar.cfg file? Mike. *Michael Worts Service Management Programme Systems Lead* *Arqiva* ** Direct 01962 822705 Mobile 07801 755346 Crawley Court, Winchester, Hampshire SO21 2QA www.arqiva.com -- *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Tauf Chowdhury *Sent:* 17 January 2012 13:53 *To:* arslist@ARSLIST.ORG *Subject:* Re: overview console random authentication errors ** Mike, Like Danny said, it may not be an authentication issue. Are you in a server group/ load balanced environment? You may need to update the ar cfg file if this is the case. Sent from my iPhone On Jan 17, 2012, at 8:49 AM, Mike Worts mike.wo...@arqiva.com wrote: ** We are getting exactly the same problem on our 7.6.4 environment. I am working with BMC on a resolution for quite some time now, but so far, no luck We have multiple OU entries in our AREA LDAP configuration form and for some reason it seems to skip some before giving us a FAIL. Our users have already logged into the system, so it is not failing on their login or password. AIX 6.1/ORacle 11g AR 7.6.4 SP1 (Load Balanced) Midtier 7.6.4 (unpatched) ITSM 7.6.4 Mike. *Michael Worts Service Management Programme Systems Lead* *Arqiva* ** Direct 01962 822705 Mobile 07801 755346 Crawley Court, Winchester, Hampshire SO21 2QA www.arqiva.com -- *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *patchsk *Sent:* 16 January 2012 16:54 *To:* arslist@ARSLIST.ORG *Subject:* overview console random authentication errors ** We are on ITSM 7.6.03 patch001, ARS 7.6.03p002, Windows 2008, Oracle 11g. We are seeing at random when users click refresh on the overview console or sometimes immediately after they login and when the overview console is rendering, users are getting ERROR (623): Authentication failed error message. If they wait for some time and try again they could see the tickets in their overview console without any issue. I am suspecting may be the plugin crashed or timed out and threw the misleading authentication error message. Does any one have experienced this issue? _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ This email, its content and any files transmitted with it are for the personal attention of the addressee only, any other usage or access is unauthorised. It may contain information which could be confidential or privileged. If you are not the intended addressee you may not copy, disclose, circulate or use it. If you have received this email in error, please destroy it and notify the sender by email. Any representations or commitments expressed in this email are subject to contract. Although we use reasonable endeavours to virus scan all sent emails, it is the responsibility of the recipient to ensure that they are virus free and we advise you to carry out your own virus check before opening any attachments. We cannot accept liability for any damage sustained as a result of software viruses. We reserve the right to monitor email communications through our networks. Arqiva Limited. Registered office: Crawley Court, Winchester, Hampshire SO21 2QA United Kingdom Registered in England and Wales number 2487597 _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ This email, its content and any files transmitted with it are for the personal attention of the addressee only, any other usage or access is unauthorised. It may contain information which could be confidential or privileged. If you are not the intended addressee you may not copy, disclose, circulate or use it. If you have received this email in error, please destroy it and notify the sender by email. Any representations or commitments expressed in this email are subject to contract. Although we use reasonable endeavours to virus scan all sent emails, it is the responsibility of the recipient to ensure that they are virus free and we advise you to carry out your own virus check before opening any attachments. We cannot accept liability for any damage sustained as a result of software viruses. We reserve the right to monitor email communications through our networks. Arqiva Limited. Registered office: Crawley Court, Winchester, Hampshire SO21 2QA United Kingdom Registered in England and Wales number 2487597 _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_
Re: overview console random authentication errors
** Patchsk, Mike et al...For debugging purposes, you can set a configuration line in midtier install dir\WEB-INF\classes\config.properties that will include the IP-address of which midtier is responding in the headers. That's designed for debugging issues just like this. You can then use fiddler2 to capture the headers of each exchange with the mid tiers and make sure you're always connecting to the same one. If you're not, you'll need to adjust the load balancer so that your client session stays attached to the same midtier for a longer time.Save a copy of the config.properties file, set arsystem.response.hostip=true (the default is false), save the config file and restart the mid tiers.Hope this helps...DougOn Jan 17, 2012, at 8:08 AM, Tauf Chowdhury wrote:** I would start by checking the server name and ip name entries as specified in the config doc. It doesn't hurt to compare the config file for the working server versus the broken one. Sent from my iPhoneOn Jan 17, 2012, at 9:03 AM, Mike Worts mike.wo...@arqiva.com wrote:** Hi there, Yep - We have a server group configuration. The error only seems to occur when users are directed to our PRD02 server, however, it is not happen consistently. What would I need to add to the ar.cfg file? Mike. Michael WortsService Management Programme Systems LeadArqiva Direct 01962 822705 Mobile 07801 755346Crawley Court, Winchester, Hampshire SO21 2QA www.arqiva.com From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf ChowdhurySent: 17 January 2012 13:53To: arslist@ARSLIST.ORGSubject: Re: overview console random authentication errors ** Mike, Like Danny said, it may not be an authentication issue. Are you in a server group/ load balanced environment? You may need to update the ar cfg file if this is the case.Sent from my iPhone On Jan 17, 2012, at 8:49 AM, Mike Worts mike.wo...@arqiva.com wrote: ** We are getting exactly the same problem on our 7.6.4 environment. I am working with BMC on a resolution for quite some time now, but so far, no luckWe have multiple OU entries in our AREA LDAP configuration formand for some reason it seems to skip some before giving us a "FAIL". Our users have already logged into the system, so it is not failing on their login or password. AIX 6.1/ORacle 11g AR 7.6.4 SP1 (Load Balanced) Midtier 7.6.4 (unpatched) ITSM 7.6.4 Mike. Michael WortsService Management Programme Systems LeadArqiva Direct 01962 822705 Mobile 07801 755346Crawley Court, Winchester, Hampshire SO21 2QA www.arqiva.com From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of patchskSent: 16 January 2012 16:54To: arslist@ARSLIST.ORGSubject: overview console random authentication errors ** We are on ITSM 7.6.03 patch001, ARS 7.6.03p002, Windows 2008, Oracle 11g. We are seeing at random when users click refresh on the overview console or sometimes immediately after they login and when the overview console is rendering, users are getting ERROR (623): Authentication failed error message.If they wait for some time and try again they could see the tickets in their overview console without any issue.I am suspecting may be the plugin crashed or timed out and threw the misleading authentication error message.Does any one have experienced this issue?_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_This email, its content and any files transmitted with it are for the personal attention of the addressee only, any other usage or access is unauthorised. It may contain information which could be confidential or privileged. If you are not the intended addressee you may not copy, disclose, circulate or use it.If you have received this email in error, please destroy it and notify the sender by email. Any representations or commitments expressed in this email are subject to contract. Although we use reasonable endeavours to virus scan all sent emails, it is the responsibility of the recipient to ensure that they are virus free and we advise you to carry out your own virus check before opening any attachments. We cannot accept liability for any damage sustained as a result of software viruses. We reserve the right to monitor email communications through our networks.Arqiva Limited. Registered office: Crawley Court, Winchester, Hampshire SO21 2QA United Kingdom Registered in England and Wales number 2487597_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ This email, its content and any files transmitted with it are for the personal attention of the addressee only, any other usage or access is unauthorised. It may contain information which could be confidential or privileged. If you are not the inten
Re: overview console random authentication errors
Hi Doug, Thanks for the help. We are only load balanced at the AR level, so we have one midtier server pointing to 2 AR servers which are load balanced. Mike. Michael Worts Service Management Programme Systems Lead Arqiva Direct 01962 822705 Mobile 07801 755346 Crawley Court, Winchester, Hampshire SO21 2QA www.arqiva.comhttp://www.arqiva.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Doug Blair Sent: 17 January 2012 15:12 To: arslist@ARSLIST.ORG Subject: Re: overview console random authentication errors ** Patchsk, Mike et al... For debugging purposes, you can set a configuration line in midtier install dir\WEB-INF\classes\config.properties that will include the IP-address of which midtier is responding in the headers. That's designed for debugging issues just like this. You can then use fiddler2 to capture the headers of each exchange with the mid tiers and make sure you're always connecting to the same one. If you're not, you'll need to adjust the load balancer so that your client session stays attached to the same midtier for a longer time. Save a copy of the config.properties file, set arsystem.response.hostip=true (the default is false), save the config file and restart the mid tiers. Hope this helps... Doug On Jan 17, 2012, at 8:08 AM, Tauf Chowdhury wrote: ** I would start by checking the server name and ip name entries as specified in the config doc. It doesn't hurt to compare the config file for the working server versus the broken one. Sent from my iPhone On Jan 17, 2012, at 9:03 AM, Mike Worts mike.wo...@arqiva.commailto:mike.wo...@arqiva.com wrote: ** Hi there, Yep - We have a server group configuration. The error only seems to occur when users are directed to our PRD02 server, however, it is not happen consistently. What would I need to add to the ar.cfg file? Mike. Michael Worts Service Management Programme Systems Lead Arqiva Direct 01962 822705 Mobile 07801 755346 Crawley Court, Winchester, Hampshire SO21 2QA www.arqiva.comhttp://www.arqiva.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: 17 January 2012 13:53 To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: overview console random authentication errors ** Mike, Like Danny said, it may not be an authentication issue. Are you in a server group/ load balanced environment? You may need to update the ar cfg file if this is the case. Sent from my iPhone On Jan 17, 2012, at 8:49 AM, Mike Worts mike.wo...@arqiva.commailto:mike.wo...@arqiva.com wrote: ** We are getting exactly the same problem on our 7.6.4 environment. I am working with BMC on a resolution for quite some time now, but so far, no luck We have multiple OU entries in our AREA LDAP configuration form and for some reason it seems to skip some before giving us a FAIL. Our users have already logged into the system, so it is not failing on their login or password. AIX 6.1/ORacle 11g AR 7.6.4 SP1 (Load Balanced) Midtier 7.6.4 (unpatched) ITSM 7.6.4 Mike. Michael Worts Service Management Programme Systems Lead Arqiva Direct 01962 822705 Mobile 07801 755346 Crawley Court, Winchester, Hampshire SO21 2QA www.arqiva.comhttp://www.arqiva.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of patchsk Sent: 16 January 2012 16:54 To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: overview console random authentication errors ** We are on ITSM 7.6.03 patch001, ARS 7.6.03p002, Windows 2008, Oracle 11g. We are seeing at random when users click refresh on the overview console or sometimes immediately after they login and when the overview console is rendering, users are getting ERROR (623): Authentication failed error message. If they wait for some time and try again they could see the tickets in their overview console without any issue. I am suspecting may be the plugin crashed or timed out and threw the misleading authentication error message. Does any one have experienced this issue? _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com/ ARSlist: Where the Answers Are_ This email, its content and any files transmitted with it are for the personal attention of the addressee only, any other usage or access is unauthorised. It may contain information which could be confidential or privileged. If you are not the intended addressee you may not copy, disclose, circulate or use it. If you have received this email in error, please destroy it and notify the sender by email. Any representations or commitments expressed in this email are subject to contract. Although we use reasonable endeavours to virus scan all sent emails, it is the responsibility of the recipient to ensure
Re: overview console random authentication errors
Yes we are on a server group with two ars servers and two midtiers. Both ars and midtiers are load balanced. I do not think it is related to connectivity because the users already are logged in at that time. They could access other consoles with out any issues when they get authentication error with over view console. Sometime it happens just after they login into remedy, sometimes it happens when they click refresh on the overview console. If they wait for a min or two and try again it would work fine. It just happens to random users at random times. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: overview console random authentication errors
Hi, Do you have more than one mid tier with a load balancer? If so then try the url of the individual mid tiers and see if you still get this. The 623 message is a generic one, even if the mid tier can not connect to the AR Server, it will still give you a 623 sometimes. Regards Danny From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of patchsk Sent: 16 January 2012 16:54 To: arslist@ARSLIST.ORG Subject: overview console random authentication errors ** We are on ITSM 7.6.03 patch001, ARS 7.6.03p002, Windows 2008, Oracle 11g. We are seeing at random when users click refresh on the overview console or sometimes immediately after they login and when the overview console is rendering, users are getting ERROR (623): Authentication failed error message. If they wait for some time and try again they could see the tickets in their overview console without any issue. I am suspecting may be the plugin crashed or timed out and threw the misleading authentication error message. Does any one have experienced this issue? _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
