000036773 - RSA Authentication Manager Administration Server with Operations Console service fails to start when restarted from the SSH session

Document created by RSA Customer Support Employee on Sep 26, 2018Last modified by RSA Customer Support Employee on Sep 26, 2018
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Article Content

Article Number000036773
Applies ToRSA Product Set: SecurID
RSA Product/Service Type:  Authentication Manager 
RSA Version/Condition: 8.x
Issue

Behavior



  • An RSA administrator fails to access or connect to the Security Console and/or Operations Console.
  • Services will not start and the Security Console, Operations Console and Self-Service Console are not accessible.
  • When connected to the Authentication Manager server via SSH, vSphere or a direct connection, the RSA Administration Server with Operations Console service fails to start, causing all other services to fail except for the RSA Database Server service.

RSA services



Facts



  • Attempting to restart services with the ./rsaserv restart all command fails at the same stage.
  • Attempted to reset the system properties with the command ./rsautil manage-secrets -a recover, but it did not resolve the issue.
  • The machine’s host name is resolvable and the IP address is correct.
  • Date, time and time zone on the server are all correct.
  • Rebooting the server did not resolve the issue.
CauseThe AdminServerWrapper.log from the RSA_HOME/server/logs directory shows that the config.xml file was not found:
 
INFO   | jvm 1    | main    | 2018/09/24 06:24:38 | <Sep 24, 2018 6:24:38 AM EDT> <Info> <WebLogicServer> <BEA-000377> <Starting WebLogic Server with Java HotSpot(TM) 64-Bit Server VM Version 24.161-b13 from Oracle Corporation.> 
INFO   | jvm 1    | main    | 2018/09/24 06:24:40 | 
INFO   | jvm 1    | main    | 2018/09/24 06:24:40 | /opt/rsa/am/server/config not found
INFO   | jvm 1    | main    | 2018/09/24 06:24:40 | 
INFO   | jvm 1    | main    | 2018/09/24 06:24:40 | No config.xml was found.
INFO   | jvm 1    | main    | 2018/09/24 06:24:40 | Would you like the server to create a default configuration and boot? (y/n): 
INFO   | jvm 1    | main    | 2018/09/24 06:24:40 | Please enter y, n
INFO   | jvm 1    | main    | 2018/09/24 06:24:40 | There are 1 nested errors:
INFO   | jvm 1    | main    | 2018/09/24 06:24:40 | 
INFO   | jvm 1    | main    | 2018/09/24 06:24:40 | weblogic.management.internal.InteractiveConfigurationException: /opt/rsa/am/server/config not found. 
INFO   | jvm 1    | main    | 2018/09/24 06:24:40 | If you wish to have the server generate a default configuration file and boot, please re-execute your start command and respond to prompts or pass additional parameter of -Dweblogic.management.GenerateDefaultConfig.
ResolutionTo resolve this issue, the administrator needs to import the config.xml file from any other replica available in the deployment.
 

Note that during Quick Setup a user name other than rsaadmin may have been selected. Use that name when following the steps below.



  1. Connect to the replica Authentication Manager server via SCP client. 

    1. Login as the rsaadmin user with the current operating system password.
    2. Navigate to RSA_HOME/server/config
    3. Copy the config.xml file from the replica to the local machine.
  2. Connect to the primary Authentication Manager server via SCP client. 
    1. Login as the rsaadmin user with the current operating system password.
    2. Navigate to RSA_HOME/server/config
    3. Transfer the config.xml from the local machine to this directory.
  3. Launch an SSH client, such as PuTTy.
  4. Login to primary Authentication Manager server as rsaadmin and enter the operating system password.

login as: rsaadmin
Using keyboard-interactive authentication.
Password: <enter operating system password>


  1. Navigate to /opt/rsa/server.
  2. Restart the RSA Authentication Manager services following the steps in article 000012810 - How to stop, start and restart RSA Authentication Manager 8.x services at the command line.

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