This documentation supports the 18.02 version of Remedy Single Sign-On.

To view the latest version, select the version from the Product version menu.

Troubleshooting common errors and issues

Following table lists down the errors and issues that you may encounter with BMC Remedy Single Sign-On. A corresponding workaround or a fix is given with details next to the problems.

ProblemProbable causeFix/Workaround

BMC Remedy Single Sign-On server is not started

Configuration issue during start up

  • Verify the rsso.log file (located at <CATALINA_HOME>/logs) for the exceptions related to the DB connectivity (JDBC URL, DB user login/password.)

  • Verify the rsso.log file for the exceptions, related to the unmarshalling of the configuration data.
    Note: Unmarshalling refers to automatic creation of the Java objects from the XML source using the JAXB approach.
After you are successfully authenticated by Identity Provider (IdP), the login page reappears.Authentication cookie is not recognized by the browser
  • If you try to access resource without using Fully Qualified Domain Network (IP-address or short name).
  • Cookie name / domain is not configured properly.

Server exception, stack trace includes reference to the com.bmc.arsys.api.session

BMC Remedy Mid Tier authenticator configuration issue

Verify the BMC Remedy Mid Tier authenticator configuration file to define the RSSO authentication plugin. For more information, see Manually integrating Remedy SSO with Remedy applications.
623 AR Error

RSSO AREA plugin configuration

Verify the following:

  • General AREA configuration
  • Configuration of the plugin server (ASSO-related info is commented)
  • Corresponding property points to the RSSO base URL in the rsso.cfg file

For more information, see Manually integrating Remedy SSO with Remedy applications.

In HA mode, server exception, stack trace includes reference to the ‘com.bmc.rsso.sdk.token.CookieTokenManager

BMC Remedy Single Sign-On agent cannot connect to the BMC Remedy Single Sign-On server to obtain piece of configuration

When using SAML-based IdP, server exception with the Failed to validate … condition text is displayed in the stacktrace.

Note: Stracktrace refers to the diagnostic information in the log file that indicates which was the Java stack when the exception was raised.


Time at the BMC Remedy Single Sign-On server and IdP server is out of sync
Synchronize the time across the servers.
BMC Remedy Single Sign-On logs do not include diagnostic information

Log records with the levels of ‘TRACE’ and ‘DEBUG’ are filtered by the ‘Logging level’ setting

  • Check the logging level using Administrator UI (on the BMC Remedy Single Sign-On server). For more information, see Configuring server settings for BMC Remedy SSO
  • Check the log configuration file (<RSSO_APP>/WEB-INF/classes/ log4j.properties).
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