000034796 - Error in Case Management User Lookup in RSA Adaptive Authentication (on Premise) 7.x

Document created by RSA Customer Support Employee on Mar 30, 2017Last modified by RSA Customer Support Employee on Apr 21, 2017
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Article Number000034796
Applies ToRSA Product Set: Adaptive Authentication (OnPrem)
RSA Version/Condition: 7.x
IssueCustomer stated they were receiving the following error when they attempt to lookup a user in case management application
“There was a problem processing your request. Error retrieving user information. Please consult your System Administrator”
Log file (rsa/bo_logs/casemanagment.log) show the following error
2017-01-26 10:30:53,347 INFO [com.rsa.csd.wrapper.AbstractValueWrapper] - <Encryption flag value = false>
2017-01-26 10:30:53,400 ERROR [com.rsa.csd.backoffice.casemanagement.action.LookupUserAction] -
<Please verify that the AA AdminService is setup correctly in the application's configuration and that the AA AdminService
is running and accepting connections.>
faultCode: {http://xml.apache.org/axis/}HTTP
faultString: (404)Not Found
{}:return code:  404
(404)Not Found
at org.apache.axis.transport.http.HTTPSender.readFromSocket(HTTPSender.java:744)
at org.apache.axis.transport.http.HTTPSender.invoke(HTTPSender.java:144)
at org.apache.axis.strategies.InvocationStrategy.visit(InvocationStrategy.java:32)
at org.apache.axis.SimpleChain.doVisiting(SimpleChain.java:118)
at org.apache.axis.SimpleChain.invoke(SimpleChain.java:83)
at org.apache.axis.client.AxisClient.invoke(AxisClient.java:165)
at org.apache.axis.client.Call.invokeEngine(Call.java:2784)
at org.apache.axis.client.Call.invoke(Call.java:2767)
at org.apache.axis.client.Call.invoke(Call.java:2443)
at org.apache.axis.client.Call.invoke(Call.java:2366)
at org.apache.axis.client.Call.invoke(Call.java:1812)

ResolutionAlthough the Adaptive Authentication Admin services were up and running the URL for Admin was configured incorrect in BackOffice Administration console.
User-added image
Fixing the URL resolved the issue.