000021772 - Error: 'An Unexpected Error Occurred' when logging on to RSA ClearTrust Entitlements Manager during upgrade to RSA ClearTrust 5.5.3

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 Number000021772
Applies ToRSA ClearTrust 5.5.3 Entitlements Manager (Admin GUI)
Microsoft Windows 2000 Server SP4
IssueError: "An Unexpected Error Occurred" when logging on to RSA ClearTrust Entitlements Manager during upgrade to RSA ClearTrust 5.5.3
When upgrading to RSA ClearTrust 5.5.3, attempting to log on to Entitlements Manager fails. The user receives the error message in the web app "An Unexpected Error Occurred"; in the Entitlements Server log, the error is recorded "AdministrativeGroupID: UniqueIdentifier (Data Store Type: LDAP Store ID: Testv1 Class Identifier: 1) DN: "cn=Default Administrative Group,ou=ctscAdminRepository,dc=sc,dc=cat,dc=com" sirrus.da.exception.DataStoreException: The result set does not contain any entries."
ResolutionAs a workaround, disable entitlements server caching, which is a new feature of the RSA ClearTrust and later branches of ClearTrust, and is enabled by default in 5.5.3. Find the following setting in eserver.conf, or add it if it isn't there:

# Specifies whether the Entitlements Server will use caching. In some
# environments caching can improve the performance of the Entitlements Server.
# When multiple Entitlements Servers are deployed, their caches will not be
# synchronized.
# Allowed Values:
#   true or false
# Default Value:
#   true

Also ensure that the line cleartrust.eserver.cache.enabled=false is uncommented.

Legacy Article IDa25050