Article Number
000012711
Applies To
RSA Product Set: SecurID
RSA Product/Service Type: Authentication Manager
RSA Version/Condition: 8.x
Issue
When logging off the RSA Authentication Manager 8.x Web Tier, the following error is seen in the interface:
Error: Internal Server Error. The server encountered an unexpected condition, which prevented it from fulfilling your request.
Cause
There is a time synchronization problem between systems. It can be any combination of RSA Authentication Manager 8.x virtual appliances/hardware appliances, VMware ESX hosts, and Authentication Manager 8.x Web Tier servers.
This is common in virtualized environments when the host systems are not properly configured for NTP.
Resolution
To resolve this issue, complete these steps
in order:
- If any components are installed on VMware ESX , use vSphere to check NTP server settings for the ESX host for all related virtual machines, and make sure they are getting the proper time. Make sure the NTP server is a known-good source that is not running on a virtual machine.
Do NOT just manually set the time, as this will allow it to become wrong in the future.
- If vMotion is used in the environment, verify that ALL of the ESX hosts that could potentially be used have proper NTP and time settings.
- For all virtual machines and virtual appliances (that is, the RSA Authentication Manager 8.x server and Web Tier), verify the virtual machines are getting the proper time by NTP.
Do NOT just manually set the time, as this will allow it to become wrong in the future.
- For all systems running on hardware (Web Tier, RSA Authentication Manager hardware appliance), verify they are getting the proper time by NTP.
- Restart all Web Tier Bootstrapper services, as per the RSA Authentication Manager Administrator's Guide for your version of the product.
