000030155 - AAOP- Customer cannot log into any of the back office tools in SP2

Document created by RSA Customer Support Employee on Jun 14, 2016•Last modified by RSA Customer Support Employee on Apr 21, 2017
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Article Number000030155
Applies ToRSA Product Set: Adaptive Authentication (OnPrem)
RSA Version/Condition: 6.0.2.1 SP2
 
IssueCustomer using  AAOP SP2 and unable to log into back office tools. Below error logs seen:-
2015-04-30 07:38:54,463 WARN [com.passmarksecurity.tools.auth.client.AuthServletFilter] - <ILLEGAL CHARACTERS FOUND IN THE POST DATA for special param. Param=password, Value=Her7man&>
2015-04-30 07:38:54,724 ERROR [com.passmarksecurity.tools.auth.client.AuthServletFilter] - <Error with servlet forward to error page>
org.apache.jasper.JasperException: javax.servlet.ServletException: java.lang.StackOverflowError
    at org.apache.jasper.servlet.JspServletWrapper.handleJspException(JspServletWrapper.java:500)
    at org.apache.jasper.servlet.JspServletWrapper.service(JspServletWrapper.java:410)
CauseLooking into the logs, it seems they are using a password with a character which is not allowed for the field.
Below logs shows password- Her7man& is used. It seems the "&" character is not allowed. 
<ILLEGAL CHARACTERS FOUND IN THE POST DATA for special param. Param=password, Value=Her7man&>
ResolutionThe resolution is to change the password and use a value with acceptable characters.
Please run the below query. It will reset the password for role admin and the new password will be "admin"
UPDATE USERS SET COUNT_TRIES = 0, LOCKED_AT_DATE = NULL, LOCKED_BY = NULL, SALT_VALUE = NULL, PASSWORD = 'D033E22AE348AEB5660FC2140AEC35850C4DA997' WHERE (NAME = 'admin');
After that you can log into accessmanagement portal and reset the password for admin as per your choice.

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