000011531 - Error 1053: The service did not respond to the start or control request in a timely fashion when starting Authentication Manager 7.1 services on Windows

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 Number000011531
Applies ToRSA Product Set:  SecurID
RSA Product/Service Type:  Authentication Manager
RSA Version/Condition:  7.1
O/S Version:  Windows
 
Issue
  1. Authentication Manager 7.1 SP4 installation fails.
  2. After restoring Authentication Manager 7.1 using the restore points, the RSA Authentication Manager Database Instance services fails to start with the following error:

Could not start the RSA Authentication Manager Database Instance service on local Computer.
Error 1053: The service did not respond to the start or control request in a timely fashion

CauseReview the wrapper.log file located under: RSA_HOME\components\am\wrapper\exes\windows-x86 directory. The wrapper.log reads the following:
FATAL  | wrapper  | 2011/04/16 11:54:16 | Unable to open configuration file. C:\PROGRA~1\RSASEC~1\RSAAUT~1\config\ims\DB_SER~1\WRAPPE~1.CON

When attempting to change to the C:\PROGRA~1\RSASEC~1\RSAAUT~1\config\ims\DB_SER~1\ directory from a command prompt using 8.3 naming, the following error is received:


"The system cannot find the path specified"

This happens because the NTFS 8.3 naming is corrupted and the service can't read the wrapper_db_service.conf file located in the RSA_HOME\confiig\ims\db_service directory. This can be caused if NTFS 8.3 naming is disabled on the server.
 
Resolution
  1. Open a command prompt on the Authentication Manager server.
  2. Try to change directory to C:\Program Files\RSA Security\RSA Authentication Manager\config\ims> directory
  3. Type the command dir /x  to display short names for non-8dot3 file names.  The output should be the directory structure, including the NTFS 8.3 names of the directories, as shown here:
C:\Program Files\RSA Security\RSA Authentication Manager\config\ims>dir /x
 Volume in drive C has no label.
 Volume Serial Number is 2830-1D77
 Directory of C:\Program Files\RSA Security\RSA Authentication Manager\confis
12/10/2010  12:22 PM    <DIR>                                  .
12/10/2010  12:22 PM    <DIR>                                  ..
12/10/2010  12:22 PM    <DIR>                                  app
12/10/2010  12:23 PM    <DIR>          APPSER~1      appserver
12/10/2010  12:22 PM    <DIR>                                 core
12/10/2010  12:22 PM    <DIR>                                 database
12/10/2010  12:22 PM    <DIR>                                 db
04/16/2011  11:53 AM    <DIR>          DB_SER~1     db_service
12/10/2010  12:22 PM    <DIR>          DB_STA~1      db_standalone
11/23/2010  08:26 PM             6,862                          ims.xml
12/10/2010  12:22 PM    <DIR>                                 node
12/10/2010  12:23 PM    <DIR>          PRE_CO~1     pre_config
12/10/2010  12:22 PM    <DIR>                                 replica
12/10/2010  12:22 PM    <DIR>                                 upgrade
12/10/2010  12:22 PM    <DIR>                                 utils
               1 File(s)          6,862 bytes
              14 Dir(s)  18,697,383,936 bytes free

  1. Verify that NTFS 8.3 is enabled on the server. From the command line run:
fsutil behavior query disable8dot3

  1. The result should be disable8dot3 = 0, meaning 8dot3 name creation is enabled on all volumes on the system. If the result reads disable8dot3 = 1, then NTFS 8.3 naming must be enabled and the server rebooted.  To enable NTFS 8.3 naming,
    1. From the command line run the following command: 
fsutil behavior set disable8dot3 0

  1. Reboot the server.
  2. Once the server reboots, verify that the value is set to 0 by running the command in step 4 again.
  3. To fix the NTFS 8.3 naming on the RSA directory structure, follow these steps:
    1. From the Windows Services.msc, stop all RSA Authentication Manager services.
    2. Open Windows Explorer
    3. Using a zip utility such as WinZip, WinRAR, etc., archive the entire C:\Program Files\RSA Security directory with the Compression set to None.
    4. Rename the existing C:\Program Files\RSA Security\ directory to C:\Program Files\RSA Security_original.
    5. Unzip RSA_Security.zip under C:\Program Files.  This will recreate the entire Authentication Manager directory structure and correct the NTFS 8.3 naming as well.
    6. Open a command prompt and navigate to: C:\PROGRA~1\RSASEC~1\RSAAUT~1\config\ims\DB_SER~1\  and type: dir /x. You should see an output similar to the following:
C:\PROGRA~1\RSASEC~1\RSAAUT~1\config\ims\DB_SER~1>dir /x
 Volume in drive C has no label.
 Volume Serial Number is 2830-1D77
 Directory of C:\PROGRA~1\RSASEC~1\RSAAUT~1\config\ims\DB_SER~1
04/16/2011  12:35 PM    <DIR>                                          .
04/16/2011  12:35 PM    <DIR>                                          ..
04/05/2011  02:35 PM                 6 APPSER~1                    appserver
11/23/2010  08:26 PM             1,755 DB_SER~1.XML         db_service.xml
11/23/2010  08:26 PM               925 INSTAL~1.CMD          install_service_wrapper.cmd
11/23/2010  08:26 PM             4,572 WRAPPE~1.CON      wrapper_db_service.conf
               4 File(s)          7,258 bytes
               2 Dir(s)  18,697,383,936 bytes free

  1. Start all RSA Authentication Manager services
  2. You can delete the RSA Security_original directory including the RSA_Security.zip once you confirm all services have started successfully.
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