000029621 - Cannot access RSA Authentication Manager 7.1 Security Console after patch installation

Document created by RSA Customer Support Employee on Jun 14, 2016Last modified by RSA Customer Support Employee on Apr 21, 2017
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Article Number000029621
Applies ToRSA Product Set: SecurID
RSA Product/Service Type:  Authentication Manager
RSA Version/Condition: 7.1.4 or above
  • Cannot access the Authentication Manager Security Console after patch installation failed and the software was restored to an earlier version.
  • The Security Console page does not load completely and appears to be in a loop.
  • The Self- Service console page gives error shows the following error:
Contact your administrator License violation, the provisioning feature is not licensed.
CauseIt was observed that on the primary, the <RSA_HOME>\server\servers\<hostname>_server\stage\am-app directory was missing after the patch install failure followed by the restoration.
ResolutionNote: In the steps below <RSA_HOME> refers to the location where Authentication Manager is installed in the deployment.  The default locations are shown here for Windows and Unix, including the RSA SecurID Appliance 3.0.


  • C:\Program Files\RSA Security\RSA Authentication Manager

RSA SecurID Appliance, Linux and Unix

  • /usr/local/RSASecurity/RSAAuthenticationManager/utils (Appliance/Linux/Unix)
  1. Copy the <RSA_HOME>\server\servers\<hostname>_server\stage\am-app directory from a working replica server to the primary server, or vice versa.
  2. Copy the following files from a working replica or primary instance to the failing primary or replica server.
    • <RSA_HOME>\server\servers\<hostname>_server\stage\console-ims\console-ims.war
    • <RSA_HOME>\server\servers\<hostname>_server\stage\console-selfservice\console-selfservice.war
    • <RSA_HOME>\server\servers\<hostname>_server\stage\console-troubleshoot\console-trobleshoot.war
    • <RSA_HOME>\server\servers\<hostname>_server\stage\console-ucm\console-ucm.war”
    • <RSA_HOME>\components\am\wars\console-am.war
    • <RSA_HOME>\components\ims\wars\console-ims.war
    • <RSA_HOME>\components\ucm\console-selfservice.war
    • <RSA_HOME>\components\ucm\console-troubleshoot.war
    • <RSA_HOME>\components\ucm\console-ucm.war
  3. The following temp and cache directories must also be deleted.  TO delete these directories, the AUthentication Manager services must be stopped, the directories deleted and the Authentication Manager services restarted.
  4. Stop the Authentication Manager services via the services.msc on Windows or via command line for Unix.
/usr/local/RSASecurity/RSAAuthenticationManager>  cd /usr/local/RSASecurity/RSAAuthenticationManager/server
/usr/local/RSASecurity/RSAAuthenticationManager/server> ./rsaam stop all

  1. Delete the following tmp and cache directories listed below:
  • <RSA_HOME>\server\servers\<hostname>_server\tmp\
  • <RSA_HOME>\server\servers\AdminServer\cache\
  • <RSA_HOME>\server\servers\AdminServer\tmp\
  1. Stop and start all services either from the Windows Services interface or from command line on the RSA SecurID Appliance or the Linux/Unix server.
/usr/local/RSASecurity/RSAAuthenticationManager/server> ./rsaam start all