Layer7 Access Management

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Web agent error

  • 1.  Web agent error

    Posted 07-24-2015 11:45 AM

    Hi Folks,

    We are seeing below webagent errors in Webagent.log.  Do you know what is the reason for getting this error?

     

    HLA: Component reported fatal error: 'Low Level Agent'

     

    SiteMinder Agent Api function failed - 'Sm_AgentApi_IsProtectedEx' returned '-1'.

     

    HLA: Component reported fatal error: 'Session Manager'





  • 2.  Re: Web agent error

    Posted 07-24-2015 12:26 PM

    Hi Rahulk,

     

     

    'Sm_AgentApi_IsProtectedEx' returned '-1'.

    Generally, the error meaning -

     

     

    The Sm_AgentApi_IsProtectedEx,

    'Sm_AgentApi_AuthorizeEx', 'Sm_AgentApi_LoginEx' and 'Sm_AgentApi_LogoutEx'

     

     

    are function call of agents.

     

     

    Those functions having -1 or -2 error code return:

     

     

    -1 means that it has failed to communicate with the Policy Server

     

     

    -1 is a failure in the isProtected call.

     

     

    Typically we will see this if there is a mis-match around the EncryptAgentName parameter of the Agent

    protecting the resource, and the Agent serving the FCC. When the FCC processes the credentials, it performs an isProtected call, and if it

    received an encrypted agentname, but is not decrypting, then the Agent will send the Policy Server the un-encrypted encrypted agentname, which

    the Policy Server will not be able to locate, so the isProtected call fails.

     

     

    You can check the request that is sent to the Policy Server in the Profiler output, and check the attributes being sent.

     

     

    -2 means Request timeout

     

     

    We need to have the Policy Server log and Policy server trace if enabled else but I am positive that something from the WebAgent is not able reach a resource or taking longer time to get a response from the Application.



  • 3.  Re: Web agent error

    Posted 07-27-2015 01:46 PM

    Thank you for perfect explanation. Is there any fix for this ?



  • 4.  Re: Web agent error

    Posted 07-27-2015 08:53 PM

    Couple of questions :

     

    • How often do you see these errors on the Web Agent ?
    • What errors do you see on the Policy Server Logs (& Traces) around the same time frame ?
    • Do you see these errors while accessing specific resources or any random resource?
    • Did you have any network error/activity around the time when the issue was seen ?

     

    Answers to above will help us narrow down the issue and provide fix if any.

     

    Cheers,

    Ujwol



  • 5.  Re: Web agent error

    Posted 08-11-2015 04:37 PM

    Hi Ujwol,

    Please see my answers below :

    How often do you see these errors on the Web Agent ?

           We are seeing this error almost every day.

    What errors do you see on the Policy Server Logs (& Traces) around the same time frame ?

     

         We are seeing below errors :

           Failing back to LDAP server 'dfw1svpap300.ally.corp:8389' in LDAP server bank #3.

           Status: Error 81 . Can't contact LDAP server

    Do you see these errors while accessing specific resources or any random resource?

        We have not heard any complaints from customers yet. Yes we get this error while accessing a specific resource.

    Did you have any network error/activity around the time when the issue was seen ?

        We have not yet got any errors from network side.



  • 6.  Re: Web agent error

    Posted 09-30-2015 01:15 PM

    HI ujwal could you please give an update.