000012711 - Error when logging off the RSA Authentication Manager 8.x 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 on Apr 16, 2019
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Article Number000012711
Applies ToRSA Product Set: SecurID
RSA Product/Service Type: Authentication Manager
RSA Version/Condition: 8.x
IssueWhen logging off the RSA Authentication Manager 8.x Web Tier, the following error is seen in the interface:
 
Error: Internal Server Error. The server encountered an unexpected condition, which prevented it from fulfilling your request.


 
CauseThere is a time synchronization problem between systems. It can be any combination of RSA Authentication Manager 8.x virtual appliances/hardware appliances, VMware ESX hosts, and Authentication Manager 8.x Web Tier servers.  

This is common in virtualized environments when the host systems are not properly configured for NTP.

 
ResolutionTo resolve this issue, complete these steps in 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.



  1. 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 (that is, the RSA Authentication Manager 8.x server and Web Tier), verify the virtual machines are getting the proper time by NTP. 

Do NOT just manually set the time, as this will allow it to become wrong in the future.



  1. For all systems running on hardware (Web Tier, RSA Authentication Manager hardware appliance), verify they are getting the proper time by NTP.
  2. Restart all Web Tier Bootstrapper services, as per the RSA Authentication Manager Administrator's Guide for your version of the product.
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