Error - An error has occurred please contact your administrator Scenario 1- --After a successful new installation of RSSO 19.02 on Microsoft Windows, when trying to login with the default Admin account into the RSSO Admin Console, the login fails with the above error. --The RSSO server log (rsso.log) contains the following error messages: ---------------------------------------------------------------------------------------------------------------------------- [Date Time] [Timer-2 ] ERROR .rsso.dao.SqlAuthorizationCodeDao.cleanUpExpired(): Failed to remove expired authorization codes com.microsoft.sqlserver.jdbc.SQLServerException: Invalid object name 'AuthorizationCode'. [Date Time] [Timer-3 ] ERROR .r.a.service.RevokedJwtService.cleanUpRevokedJwt(): Failed to clean up outdated Admin JWTs. Error: Failed to clean up revoked JWTs com.bmc.rsso.dao.DatabaseException: Failed to clean up revoked JWTs at java.base/java.util.TimerThread.run(Timer.java:506) Caused by: com.microsoft.sqlserver.jdbc.SQLServerException: Invalid object name 'RevokedJWT'. ---------------------------------------------------------------------------------------------------------------------------- Scenario 2- --After security assessment, RSSO admin console login fails with error and logs show the below content: ---------------------------------------------------------------------------------------------------------------------------- [Timer-0 ] ERROR m.bmc.rsso.data.SpDataManager.readExtendedConfig(): Main configuration data can't be unmarshalled javax.xml.bind.UnmarshalException: null Caused by: org.xml.sax.SAXParseException: An invalid XML character (Unicode: 0x0) was found in the element content of the document. ---------------------------------------------------------------------------------------------------------------------------- |
This knowledge article may contain information that does not apply to version 21.05 or later which runs in a container environment. Please refer to Article Number 000385088 for more information about troubleshooting BMC products in containers. Solution to 1st case - -As part of the fresh install procedure that is performed, a copy of the RSSO 9.1.01 database is imported into a new Microsoft SQL Server to be used as the new RSSO database for the RSSO 19.08 installation. The RSSO server is also being moved to a new server. During the RSSO 19.08 installation, it finds the older RSSO 9.1.01 database but does not make any changes to it and leaves it in it's current state. -Older databases cannot be used in this way for a fresh installation and can fail for an upgrade where the release time is many years apart. (In this example, RSSO 9.1.01 released in early 2016 and RSSO 19.08 released in August 2019) To resolve the issue, the RSSO database must have all of the existing tables removed using the following steps: 1.) Uninstall RSSO from Add/Remove Programs. 2.) Stop Tomcat service. 3.) Remove the <Tomcat Install Path>\webapps\rsso subdirectory 4.) Start Tomcat service and verify connection to the Tomcat test page (e.g.: http://rsso-server.corp.local:8080) 5.) Manually remove the <RSSO Install Path> directory. 6.) Delete all RSSO tables in the RSSO database that were imported from another installation. 7.) Re-run the RSSO installer to completion. 8.) Login to RSSO Admin Console with the default Admin account. Additional Note: In the event where BMC Remedy SSO database is created successfully, ensure that correct permissions and user credentials are used to connect to the database. Solution to 2nd case - -Check the entries present in Configuration table of RSSO DB. This error is thrown when configuration xml is incorrect because of failure occurs while loading this configuration. -Steps to follow in this case: 1.) Login to RSSO database and run below query: SELECT LTRIM(ConfigData), Id FROM Configuration WHERE CreateDate IN (SELECT MAX(CreateDate) FROM Configuration) 2.) This must give only one result and this is the configuration file that gets loaded by RSSO but if there is any corruption or missing parameter in this, it causes login failure in RSSO admin console. 3.) The xml present in ConfigData needs to be checked and corrected. If any duplicate entry is thrown by this query then one of the entry needs deletion. NOTE: In a rare case, the issue of not able to access RSSO Admin console (post upgrade or even a fresh installation) could be related to any unknown setting configured in Tomcat. In that case, please download and deploy Tomcat (as is). Install RSSO on the newly deployed Tomcat to verify the issue. The likely error message in RSSO log will be 'ERROR st.helper.RestHelper.handleRestEndPointException(): Access forbidden javax.ws.rs.ForbiddenException: User not authorized.' |