Unable to login to specific server using introscope

[Legacy User]

Hi

I am using CA Introscope Workstation (Version 9.7.1) & when trying to login to a specific server the box comes up Authentication & Authenticated but after that nothing appears. When I try to do this with another server it logs me in fine and I can go around workstation as normal

 

Any ideas why on this one server it is unable to open. Nobody else on my team has this problem?

 

Cheers

Alex

[Hallett German]

Dear Alex:

Have you looked at the EM and workstation logs for any error messages at the time of your login?

Have you verified in the various EM  configuration XML files that you have permission to do this? Which authentication mechanism are you using? Local, LDAP, or EEM?

 

Failing that, you may wish to open a case to resolve this.

Thanks

Hal German

[Legacy User]

Hi Hallett

 

Thank you for your response

 

EM Logs:

2/07/17 03:30:59.687 PM GMT    Workstation User "simpsa27" connected successfully from host "Node=Workstation_7538, Address=LW71001317078.uk.centricaplc.com/10.80.75.101:41199, Type=socket"

2/07/17 03:31:00.198 PM GMT    File 'Wynyard_MTP_Primary-defect-14864814540000669264.xml' read, length=39285

2/07/17 03:31:02.385 PM GMT    Workstation User "simpsa27" disconnected successfully from host "Node=Workstation_7538, Address=LW71001317078.uk.centricaplc.com/10.80.75.101:41199, Type=socket"

 

The authentication method we are using is EEM, however I am unable to view any EEM files as these are owned and can only be viewed  by root user.

 

Cheers

Alex

[Hallett German]

Thanks Alex:

     I would suggest opening a case and supply the following. 

Zipped content of the EM_HOME\log –make sure to enable DEBUG.
2. EM_HOME\config\realms.xml, server.xml, domains.xml
3. Enable TRACE, reproduce the issue and collect EEM config and log files:

Then we can determine what is going on and you can report back

 

Thanks

Hal German

[Gnanawathy Hareendran]

Also, Please check the system resources, e.g. CPU, memory, handles, etc., used by the workstation at the time of the problem occurrence.

-Yanna

[Thomas Wyszomierski]

As Hal mentioned, debug logging would be very helpful here. A common cause for this behavior occurs when a user authenticates, but does not authorize. Check for messages such as....

[DEBUG] [pool-28-thread-5] [Manager.Authentication] Adding user <user> with permissions: <[SuperDomain: Full] [Server Resource: Full] >

If no permissions are returned here, the user will be logged out immediately likely indicating a configuration in domains or realms.xml.