000011897 - Unable to connect to AM7.1 AM8 appliance 3.0 security 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 Number000011897
Applies ToAuthentication Manager 7.1
Appliance 3.0
Authentication Manager 8
IssueSuccessfully connect to Appliance Security Console
Unable to connect to the security console, "Sorry, your request cannot be processed at this time".  Return to home
CauseThe Appliance SSL certificate is issued with the FQDN of the appliance.   If the device has not been registered on DNS the name resolution will fail and the page will not be displayed.
ResolutionWORKAROUND: Add the appliance name entry to the local machine's (the machine running the web browser) /etc/hosts file (using format   "1.2.3.4   fqdn-name short-name"),  restart the browser, and try again.
Fix: Add all appliances to DNS with their correct FQHN , and make sure there is also a reverse-DNS entry
NotesAdministrators experiencing this issue are often able to successfully connect to the operations and self service consoles.
This is an incomplete workaround, but is quick when there is no easy access to manage the DNS Server. Certain functions (such as with the RSA RADIUS Server ) will try to use DNS and reverse-DNS , and setting the hosts file on the system with the browser will mask the real issue, and can cause problems in the future.
Legacy Article IDa43980

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