000034128 - Offline Access Sync Status sticks on "Restart Sync" for RSA Archer

Document created by RSA Customer Support Employee on Oct 4, 2016•Last modified by RSA Customer Support on Jul 3, 2019
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Article Number000034128
Applies ToRSA Product Set: Archer
RSA Product/Service Type: Archer
Platform: Windows
 
Issue
  • RSA Archer Offline Access Sync Status sticks on Restart Sync.  
  • The REST API call failed and sync did not complete.  Sync status does not get updated.
  • The following errors may occur:

<Message>The remote server returned an error: (500) Internal Server Error.</Message>
<Description>The validation message not found. The message key is WebApi:WebApiRemoteServerError</Description>
<Message>Unable to login with specified credentials</Message>


  • The following snippets are from the Archer Offline log files:

<E2ETraceEvent xmlns="http://schemas.microsoft.com/2004/06/E2ETraceEvent">
    <ApplicationData>
        <TraceData>
            <DataItem>
                <TraceRecord Severity="Error" xmlns="http://schemas.microsoft.com/2004/10/E2ETraceEvent/TraceRecord">
                    <TraceIdentifier>Archer.NET</TraceIdentifier>
                    <Description>The remote server returned an error: (500) Internal Server Error.</Description>
                    <AppDomain>Archer.Offline.Tools.Controller.exe</AppDomain>
                    <Exception>
                        <ExceptionType>System.Net.WebException, System, Version=4.0.0.0, Culture=neutral, PublicKeyToken=b77a5c561934e089</ExceptionType>
                        <Message>The remote server returned an error: (500) Internal Server Error.</Message>
                        <Source>System</Source>
                        <StackTrace>
   at System.Net.WebClient.UploadDataInternal(Uri address, String method, Byte[] data, WebRequest&amp; request)
   at System.Net.WebClient.UploadString(Uri address, String method, String data)
   at Archer.Offline.WebApi.OfflineSyncController.&lt;&gt;c__DisplayClass2.&lt;BuildOfflineSyncDownload&gt;b__1()
   at Archer.Offline.WebApi.ApiUtility.ExecuteApiMethod[T](Func`1 method)
                        </StackTrace>
                    </Exception>
                </TraceRecord>
            </DataItem>
        </TraceData>
    </ApplicationData>
</E2ETraceEvent>
<E2ETraceEvent xmlns="http://schemas.microsoft.com/2004/06/E2ETraceEvent">
    <ApplicationData>
        <TraceData>
            <DataItem>
                <TraceRecord Severity="Error" xmlns="http://schemas.microsoft.com/2004/10/E2ETraceEvent/TraceRecord">
                    <TraceIdentifier>Archer.NET</TraceIdentifier>
                    <Description>The validation message not found. The message key is WebApi:WebApiRemoteServerError</Description>
                    <AppDomain>Archer.Offline.Tools.Controller.exe</AppDomain>
                </TraceRecord>
            </DataItem>
        </TraceData>
    </ApplicationData>
</E2ETraceEvent>
<E2ETraceEvent xmlns="http://schemas.microsoft.com/2004/06/E2ETraceEvent">
    <ApplicationData>
        <TraceData>
            <DataItem>
                <TraceRecord Severity="Error" xmlns="http://schemas.microsoft.com/2004/10/E2ETraceEvent/TraceRecord">
                    <TraceIdentifier>Archer.NET</TraceIdentifier>
                    <Description>Unable to login with specified credentials</Description>
                    <AppDomain>Archer.Offline.Tools.Controller.exe</AppDomain>
                    <Exception>
                        <ExceptionType>System.Exception, mscorlib, Version=4.0.0.0, Culture=neutral, PublicKeyToken=b77a5c561934e089</ExceptionType>
                        <Message>Unable to login with specified credentials</Message>
                        <Source>ArcherTech.Utility</Source>
                        <StackTrace>
   at ArcherTech.Utility.AccessControl.SessionContextAdministrator.CreateSession(String instanceName, String userName, String password, String userDomain)
   at ArcherTech.Utility.AccessControl.SessionContextAdministrator.GetSessionContext(String instanceName, String userName, GetPassword getPasswordDelegate, String userDomain)
   at Archer.Offline.Kernel.Managers.SecurityManager.GetOfflineServiceAccountSession()</StackTrace>
                    </Exception>
                </TraceRecord>
            </DataItem>
        </TraceData>
    </ApplicationData>
</E2ETraceEvent>


 
CauseThe errors occur when
  1. Unable to pass API call to authenticate the RESTful API.
  2. The identity running the API application for the RSA Archer site in Microsoft IIS does not have Full Control permissions.






 
WorkaroundTo resolve this error, do the following on each web server:
  1. Open Microsoft IIS Manager.
  2. Select the RSA Archer Site.
  3. Select the API application.
  4. Select Authentication.
  5. Ensure that Anonymous Authentication is the only authentication method enabled
  6. Right click Anonymous Authentication and select Edit.
  7. Select Specific user and set IUSR then click OK.
  8. Right click on the API application and select Edit Permissions.
  9. Select the Security tab.
  10. Locate IIS_IUSRS and ensure it has Full Control.

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