000031959 - Authentication Manager 8.1 SP1 web tier interface page is broken

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 Number000031959
Applies ToRSA Product Set: SecurID
RSA Product/Service Type: Authentication Manager web tier
RSA Version/Condition: 8.1 SP1
Platform: Windows Server
Platform (Other): Linux

IssueWhile opening the Self-Service Console using the web tier service interface (e. g., https://mywebtier.local/console-selfservice), some inconsistencies appear, such as:
  • Question marks instead of normal characters;
  • Missing hyperlinks; and 
  • Some links show classes not actual names.
When the Self-Service Console is opened from a link to the Authentication Manager primary (e. g., https://am81p.vcloud.local/ssc), the interface looks normal. 
CauseTo resolve this issue, the web tier server software needs to be updated.
ResolutionTo update the web tier software, 
  1. Uninstall the old web tier installation, as documented in the RSA Authentication Manager 8.1 Setup and Configuration Guide.
  2. Delete the web tier installation directory.
  3. Upgrade Authentication Manager 8.1 to 8.1 SP1 Patch 2 (or above)
  4. Reinstall the web tier service with the RSA Authentication Manager 8.1 Service Pack 1 Patch 2 Web-Tier Update.
  5. Generate a new web tier package.
  6. Update the web tier from the Operations Console, if needed.