000030046 - The server encountered an unexpected condition which prevented it from fulfilling the request when logging out of Self-Service page for RSA Authentication Manager web tier

Document created by RSA Customer Support Employee on Jun 14, 2016Last modified by RSA Customer Support on Jan 8, 2020
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Article Number000030046
Applies ToRSA Product Set: SecurID
RSA Product/Service Type: Authentication Manager
RSA Version/Condition: 8.x
  1. RSA Authentication Manager 8.x is configured with web tiers. 
  2. Log into the Self-Service page via the virtual hostname.
  3. Log out by clicking the log off link.  An error is displayed:

Error: Internal Server Error
The server encountered an unexpected condition which prevented it from fulfilling the request.

User-added image

  1. If the user clicks Log off again, the error is gone. 
CauseThis issue is caused by the time being off on the web tiers when compared to the primary RSA Authentication Manager server.

If you check the adminserver.log on the web tier, you will find the following message identifying the issue: 

####<Apr 10, 2015 9:21:57 AM EDT> <Error> <HTTP> <edavis-vm153.na.rsa.net> <AdminServer> <[ACTIVE] ExecuteThread: '1'
for queue: 'weblogic.kernel.Default (self-tuning)'> <<WLS Kernel>> <> <d8b9e2ac4e1b2d06:-7cd0996a:14c9ef65fad
:-8000-000000000000015f> <1428672117179> <BEA-101017> <[ServletContext@452341788[app:console-selfservice module:
console-selfservice- path:null spec-version:3.0]] Root cause of ServletException.
com.rsa.command.AuditedLocalizableSystemException: COMMAND_EXECUTION_UNEXPECTED_ERROR
      Caused by: com.rsa.common.SystemException: Logout request exceeds the configured time window. The webtier time
is not in sync with the biz-tier or a possible replay

      at com.rsa.ims.sso.service.CheckAccessCommand.performExecute(CheckAccessCommand.java:180)
      at com.rsa.command.LocalTarget.executeCommand(LocalTarget.java:119)
      at com.rsa.ims.command.LocalTransactionalCommandTarget.access$0(LocalTransactionalCommandTarget.java:1)
      at com.rsa.ims.command.LocalTransactionalCommandTarget$2.doInTransaction(LocalTransactionalCommandTarget.java:268)
      at com.rsa.ims.command.LocalTransactionalCommandTarget$2.doInTransaction(LocalTransactionalCommandTarget.java:1)
      at org.springframework.transaction.support.TransactionTemplate.execute(TransactionTemplate.java:130)
ResolutionCompare the time on each web tier and the primary Authentication Manager server with the current time. If any of the systems are off, fix the time on the web tier server to correct the issue.


If time needs to be updated on the RSA Authentication Manager servers, proceed with caution.  Varying the time too much will cause authentication failures.  Contact RSA customer support for more information.