000012711 - Error whn log off of Web Tier: 'Error: Internal Server Error. The server encountered an unexpected condition  which prevented it from fulfilling your request.'

Document created by RSA Customer Support Employee on Jun 16, 2016Last modified by RSA Customer Support Employee on Apr 21, 2017
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Article Number000012711
Applies ToRSA Authentication Manager 8
RSA Authentication Web Tier
Issue"Error: Internal Server Error. The server encountered an unexpected condition, whichprevented it from fulfilling your request."
CauseCause:  There is a time synchronization problem between systems. It can be any combination of AM8.x Virtual Appliances, AM8.x hardware appliances, VMWare ESX Hosts, and AM8.x Web Tier servers.  
This is common in virtualized environments when the Host systems are not properly configured for NTP.
ResolutionFix, in this order:
1.  If any components are installed on VMWare ESX , use vSphere to check  NTP Server settings for the ESX Host for all related virtual machines, and make sure they are getting the proper time. Make sure the NTP Server is a known-good source that is not running on a virtual machine.  Do NOT just manually set the time, as this will allow it to become wrong in the future.
If vMotion is used in the environment, verify that ALL of the ESX hosts that could potentially be used have proper NTP and time settings.  
2. For all virtual machines and virtual appliances (AM8.x server and Web Tier), verify the virtual machines are getting the proper time by NTP.  Do NOT just manually set the time.
3. For all systems running on hardware (Web Tier, Hardware appliance), verify they are getting the proper time by NTP.
4. Restart all Web Tier Bootstrapper services as per the Admin guide.
Legacy Article IDa64585

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