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.
|Unable to set up HTTPS connection
|Problem with handshake while using HTTPS connection
BMC Remedy Single Sign-On server is not started
Configuration issue during start up
|After you are successfully authenticated by Identity Provider (IdP), the login page reappears.
|Authentication cookie is not recognized by the browser
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:
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
When using SAML-based IdP, server exception with the
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.
When using LDAP-based IdP, the following error is recorded in the RSSO logs:
|The maximum number of entries that the LDAP server can process in one call is less than the number of user entries the RSSO server requests in a single call.
To extend the default limit of 2000 of entries, increase the Page Size value in the LDAP authentication configuration. For more information about how to do this, see Configuring Remedy SSO for authenticating users with LDAP.
|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