000036862 - Unable to authenticate to RSA Link using the Jive for Outlook plugin

Document created by RSA Customer Support Employee on Oct 22, 2018Last modified by RSA Customer Support Employee on Oct 22, 2018
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Article Number000036862
Applies ToRSA Product Set: RSA Link (community.rsa.com)
RSA Product/Service Type: Jive for Outlook Plugin
Platform: Lithium JX (formerly Jive-x), Microsoft Outlook
IssueAfter installing the Jive for Outlook plugin in Microsoft Outlook. the plugin seems to hang at a loading screen with the message below after logging in with my RSA Link credentials.

Please wait while verifying your credentials

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After attempting to load for several minutes I am then presented with the following error message:

Connection failed
Please try again or check server configuration

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The Jive for Outlook log files report errors similar to the example below.

17:47:15,565 [9   ] ERROR [$ R228&] ServerInfoResolver: There was an error getting the systeminfo: Unexpected system info json (Input string was not in a correct format.)
OffiSync.Common.Utilities.JsonException: Unexpected system info json ---> System.FormatException: Input string was not in a correct format.
   at System.Version.VersionResult.SetFailure(ParseFailureKind failure, String argument)
   at System.Version.TryParseComponent(String component, String componentName, VersionResult& result, Int32& parsedComponent)
   at System.Version.TryParseVersion(String version, VersionResult& result)
   at System.Version.Parse(String input)
   at System.Version..ctor(String version)
   at OffiSync.Providers.Jive.JiveParsingHelper.ParseServerInfo(JsonObject jsonObj)
   at OffiSync.Providers.Jive.Handlers.ServerInfoResolver.OnLoadSystemInfoCompleted(ResponseData response, Uri serverUrl, Action`3 callback)
   --- End of inner exception stack trace ---
17:47:15,579 [9   ] ERROR [$ R228&] ServerInfoResolver: The system info could not be parse. going to browser fallback.

CauseThis issue occurs when the Lithium JX (formerly Jive-x) version cannot be properly parsed by the plugin when being accessed for the first time.
With the release of version 2018.x of the Lithium JX platform, Lithium began appending _jx to the end of their versions to differentiate them from the releases for the Jive-n platform which is owned and managed by Aurea.

The current version of the Lithium JX platform used on RSA Link can be found by navigating to https://community.rsa.com/admin prior to logging in.

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However, the Jive for Outlook plugin is developed to only look for a version with numbers and periods (e.g. 2016.3.10) and is unable to parse the version that appends the _jx string.  This prevents the authentication process from completing.
ResolutionThis issue is being corrected in the Lithium JX release that is scheduled for October 26, 2018, which will not have _jx appended to the version number.
If you continue to experience the error after this date, please contact RSA Customer Support and reference this article number for further assistance.
NotesThis issue is unrelated to the Jive for Outlook plugin version, and users that had installed the Jive for Outlook plugin prior to the release of any Lithium JX platform version that began appending the _jx will be able to upgrade to the latest version of the plugin without any negative impact.