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.

Problem	Probable cause	Fix/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 BMC 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 BMC 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	Verify the load-balancer settings about the http redirection (3xx status after agent request is unwanted) Correct the BMC Remedy Single Sign-On servel URL in agent connection. For more information, see Manually integrating Remedy SSO with BMC applications.
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).

Troubleshooting common errors and issues

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