000030046 - WebTier Error: Internal Server Error when logging out of self service page

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 Number000030046
Applies ToRSA Product Set: SecurID
RSA Product/Service Type: Authentication Manager
RSA Version/Condition: 8.1.0
IssueAM 8.X setup with web tiers, log into self service page via virtual hostname, log out via clicking the log off link, Error: Internal Serer Error
The server encountered an unexpected condition which prevented it from fulfilling the request. If the user clicks log off again the error is gone. 
User-added image
CauseThis issue is caused by the time being off on the web tiers when compared to the primary authentication manager server.
If you check adminserver.log on the web web tier you will find the following telling you what the problem is. 
####<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 and the issue will be resolved.