000027881 - KB-1668 Troubleshooting Web Services

Document created by RSA Customer Support Employee on Jun 15, 2016Last modified by RSA Customer Support Employee on Apr 21, 2017
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Article Number000027881
Applies ToAll Versions
Web, services, mam, mobile, my, access, troubleshoot, troubleshooting,
RSA Identity and Governance
IssueKB-1668 Troubleshooting Web Services
In the event of an issue with Web Services, the following steps can help to diagnose the problem.
Resolution1. On the Admin -> Web Services page, is the "Web Services Interface" On or Off?
The Web Services Interface must be set to ON to enable the use of Web Services and the mobile app.

2. Validate the command you are attempting to run against the commands listed on the Admin -> Web Services page.
If the command is not listed it is either not available in the release, or it is disabled in the aveksa-plug-ins.xml file (which is located in the plug-ins/name of command handler/aveksa-plug-ins.xml file).

3. Validate the method you used
For example: POST
Some commands need to be sent via POST. See the documentation for this specific command on the Admin / Web Services page.

4. Validate the URL you used
For example: https://localhost:8443/aveksa/command.submit?cmd=loginUser

5. Validate the body content you sent
For example: <username>kathy</username><password>Password would go here but please don't include it</password>
On the Admin -> Web Services page, check the documentation for this specific command. This will list the requirements for the command. In particular, note any required parameters, and check the Security section. Some commands need to be invoked from an allowed IP address. Others require a token, or require a token associated with an admin user.

In the event that the above has not resolved the issue, please raise a ticket with Aveksa Technical Support. Please provide responses to the following questions along with a comprehensive description of the problem.

1. If the URL includes a token (if you see &token= in the URL), does that token work for other commands?

2. If the URL includes a token, do other tokens work for this command?

3. On the Admin -> Web Services page, what is the complete "list of IPs allowed to invoke web services"?

4. Does the command work if you invoke it from another IP address?

5. Do other commands work?

6. Does the problem occur consistently (every time), or intermittently?

7. If the problem occurs intermittent, is there any distinguishable pattern between successes and failures?
For example: fails every other run, fails at certain times of the day, fails on certain types of actions but not others, etc.   

8. Please provide the complete response sent back by the server, including both response header & response body.


9. What version of ACM are you running?
For example: Server Version:, Database Version:, no patches        

10. On the Admin / System / Settings page, what are the settings for the web services session?
For example: Session inactivity timeout: 10 minutes, Session lifetime timeout: 120 minutes
Tokens can and will expire. You may need to get a new one (from the loginUser command).       

11. Does the command work if you invoke it with HTTP (instead of HTTPS)?
Note that certain web services require that you use HTTPS by default. However, this can be disabled if you go to Admin / System and ensure that "Require secure connections" is set to no.
Legacy Article IDa66689