Troubleshooting Remedy Single Sign-On integration with Smart IT
When you integrate Remedy Single Sign-On with Smart IT, you might face some issues such as authentication failure or see some errors. Use this information to understand and resolve the problem or to create a BMC Support case.
- When you log in to Smart IT, the authentication fails.
- When you try to log in to Smart IT after entering your login credentials, you see a continuous spinning wheel and cannot log in.
- When you try to log in to Smart IT, you see the following error message:
An error occurred. Please contact your administrator or retry later mm/dd/yyyy hh:mm
- The UX log shows the following entry:
Caused by: com.bmc.arsys.api.ARException: ERROR (623): Authentication failed; Incorrect username or password.
- The RSSO log shows the following entry:
SEVERE Thread_138 com.bmc.rsso.auth.Authenticator.doAuth():  User failed to login, username:userX
- One or more users experience the problem.
Perform the following steps to troubleshoot the Remedy Single Sign-On integration issues:
|1||Integrating Remedy Single Sign-On with AR System||Check that Remedy Single Sign-On has been integrated with AR System by using the installer. Perform this check before integrating the Remedy Single Sign-On agent with Smart IT.|
(BMC Remedy Single Sign-On documentation)
|2||Check processes and verify if you are able to log in to Remedy Mid Tier or Smart IT.|
|3||Check Remedy Single Sign-On integration with Remedy AR System and Smart IT.|
|4||Check Remedy Single Sign-On configuration files.|
Check the following files:
RSSO_Tomcat is the home directory of Tomcat on which Remedy Single Sign-On server is deployed.
APPLICATION_HOME is the application path which contains 'WEB-INF' folder.
AR is the home directory where Remedy AR System is installed.
|5||Check Remedy Single Sign-On log files.|
Check the following logs:
|6||Check the Remedy Single Sign-On Admin Session Report.|
To check for successfully logged in Remedy Single Sign-On user sessions, use the following URL:
Navigate to the Remedy Single Sign-On Admin console, and click the Session tab.
To check the Remedy Single Sign-On sessions, you can access the RSSO database and run the following SQL query: