000012262 - After Installing version 5.4 with Caching Enabled Users Cannot Login

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 Number000012262
Applies To5.4
IssueAfter Installing version 5.4 with Caching Enabled Users Cannot Login
CauseThis issue is caused by the Gemfire caching solution not being started which can prevent login to the RSA Archer Platform.
ResolutionTo correct this issue you first will want to make sure the RSA Archer Caching service is started successfully and make sure you performed a reboot of the system after Java was installed.
If the RSA Archer Caching service is started without error, you can check to see if there are two Java processes that started with the service.  If there are not two processes started this means Gemfire is not up and running.
If the two processes are not started you can attempt to reset the Services Accounts password via the Archer Control Panel, and then restart all Archer services.

If resetting the service accounts password reset did not correct this issue, there may be a problem with the service not having enough resources to start correctly.  Please review your system specifications and check to make sure you are running the recommended specifications as limited memory can cause Java and Gemfire to not start correctly which will prevent login to the Platform.

If your server has limited resources you can choose to overide the amount of memory that the caching service uses which may allow Java and Gemfire to start correctly.  To do this, follow the steps below.

1.  Locate the "ArcherTech.Services.CachingService.exe.config" file which is installed in the same directory on the web server as the RSA Archer windows services.

2.  Edit this file in notepad.

3.  Locate the key at the bottom of the file named "GemfireJvmMemoryMB".

4.  Change the value of this key from 0 to a number below the amount of system memory available for this web server.

5.  Restart IIS and the Archer Caching Service.

6.  Check that two Java processes start when the RSA Archer Caching Service is started.  If both processes start this indicates Gemfire is running.

7.  Attempt to login to RSA Archer Platform.

If you do have limited resources and cannot add resources in a timely fashion you can disable caching in the Archer Control Panel and stop the RSA Archer Caching Service.  If everything is configured correctly you should be able to login without caching enabled.
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