000031789 - Unable to log in to the RSA Access Manager (AxM) self-service console

Document created by RSA Customer Support Employee on Jun 14, 2016Last modified by RSA Customer Support Employee on Apr 22, 2017
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Article Number000031789
Applies ToRSA Product Set: Data Protection Manager
RSA Product/Service Type: DPM Appliance, Access Manager (AxM)
RSA Version/Condition: 3.5.x
IssueUnable to log in to the AxM self-service console to reset a password. The following error is logged in the /opt/tomcat/logs/catalina.out file.
Exception Occurred During Self Service Application Initialization.Possibly configuration file is not correct
sirrus.selfservice.common.exception.ClearTrustFatalError: COMMON_FAILED_ADMINAPI_CONNECTION
        at sirrus.selfservice.common.util.AdminAPIPool.initialize(AdminAPIPool.java:155)
        at sirrus.selfservice.common.listeners.SelfServiceContextListener.contextInitialized(SelfServiceContextListener.java:57)
        at org.apache.catalina.core.StandardContext.listenerStart(StandardContext.java:5016)
        at org.apache.catalina.core.StandardContext.startInternal(StandardContext.java:5528)
        at org.apache.catalina.util.LifecycleBase.start(LifecycleBase.java:150)
        at org.apache.catalina.core.ContainerBase.addChildInternal(ContainerBase.java:901)
        at org.apache.catalina.core.ContainerBase.addChild(ContainerBase.java:877)
        at org.apache.catalina.core.StandardHost.addChild(StandardHost.java:652)
        at org.apache.catalina.startup.HostConfig.deployDirectory(HostConfig.java:1263)
        at org.apache.catalina.startup.HostConfig$DeployDirectory.run(HostConfig.java:1948)
        at java.util.concurrent.Executors$RunnableAdapter.call(Unknown Source)
        at java.util.concurrent.FutureTask.run(Unknown Source)
        at java.util.concurrent.ThreadPoolExecutor.runWorker(Unknown Source)
        at java.util.concurrent.ThreadPoolExecutor$Worker.run(Unknown Source)
        at java.lang.Thread.run(Unknown Source)
ResolutionIf you are still able to connect to the self-service console of another appliance, copy the values below from the file /opt/tomcat/selfservice.conf of the appliance that is still working, and write the same value on the appliance that is currently failing and restart Tomcat  (service tomcat restart)
com.rsa.axm.selfservice.adapi.user_id=[Base64 string value]
com.rsa.axm.selfservice.adapi.user_password=[Base64 string value]

If all your appliances have this error, run the following commands as root:
cd /opt/appliance/system/bin
./generate-passwords.sh
service tomcat restart

 
Then apply the 1st step above on all other appliances in the cluster.
If you are unsure of any of the steps above or experience any issues, contact RSA Support and quote this article number for further assistance.

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