This documentation supports the 25.1 version of BMC Helix Digital Workplace Basic and BMC Helix Digital Workplace Advanced. Icons distinguish capabilities available only for the Advanced and External license levels. For more information, see License types and features.To view an earlier version, select the version from the Product version menu.

Troubleshooting login issues in BMC Helix Digital Workplace

This topic describes how to troubleshoot the BMC Helix Digital Workplace application login issue. While troubleshooting this issue, network logs and BMC Helix Digital Workplace logs in debug mode are useful.

You can capture network logs by using the Fiddler web debugging tool. You can also capture network traffic using F12 (Developer tool). When Fiddler is not an option, you can capture traffic by pressing F12 for your browser's developer tools. See the BMC Communities knowledge article DOC-49220 for more information.

Issue symptoms

You might see one of the following symptoms:

  • While logging in, the following error appears: “Incorrect user name or password (1006)”
  • While logging in with an administrator account, you receive a #not_an_admin error:
    Error.png
  • A BMC Helix ITSM application password is changed, and you cannot log in to BMC Helix Digital Workplace.

Diagnosing and reporting an issue

Action

Steps

Reference

Make sure that User Details Pluggable Provider parameter is enabled at the database level.

  1. Log in to the BMC Helix Digital Workplace database.
  2. Access the DWP_SYSTEM.PROVIDER table, and set the User Details Pluggable Provider value from 0 to 1.

Check the BMC Helix Digital Workplace pod logs. You will see the following errors in it.

10:45:07.273 | https-jsse-nio-8443-exec-5     | RID: 84309 | ERROR   | c.b.b.m.service.SecurityService | User fairoz.gadad-v fails to login.
com.bmc.bsm.mobile.errorhandling.MobilityException: {"error":"MOBILITY_ERROR_LOGIN","errorCode":1006,"defaultMessage":"Incorrect username or password.","additionalMessage":null,"detailMessage":"ERROR (103): The length of the name parameter (or name field in a parameter) is longer than the maximum allowed length.","ARConnectionProblem":false}

If the BMC Helix Digital Workplace administrator user cannot access the admin URL and it is redirecting to #not_an_admin, make sure that the MyIT_Admin and MyIT_Super_Admin groups are assigned to the user.

  1. Log in to the BMC Helix ITSM server by using the Mid Tier URL.
  2. Open the CTM:People form.
  3. Search for the user and make sure that the MyIT_Admin and MyIT_Super_Admin groups are assigned. For more information, see Creating and modifying users

While checking the groups in the CTM:People form, make sure that the MyIT_Admin and MyIT_Super_Admin group names include the underscore.

You cannot just rename group names on the Group and User form. Instead, you must use the following queries directly from the database:

select schemaid from arschema where name = 'Group'
select * from T36 where C105='MyIT_Admin'

update T36 set C105='MyIT Admin' where C105='MyIT_Admin'

After you make these changes, the user will be able to access to the BMC Helix Digital Workplace Admin console.

If the BMC Helix ITSM application password is changed, review the dwp.log file.

  1. Review the dwp.log file, and you will find the following error:

    16:51:05.524 | http-nio-8080-exec-1 | RID: 17710 | OpId: 14908f06-12f5-4174-8d96-f4019a | ERROR | c.b.b.u.a.c.f.AbstractFormWrapper | Couldn't load entry from 'User' form due of error:
    com.bmc.arsys.api.ARException: ERROR (623): Authentication failed; Remedy Application Service
  2. Update the Action Request System(AR System) server references in BMC Helix Digital Workplace.

Not applicable

Check the BMC Helix Digital Workplace

 application logs.

  1. Replicate the issue.

  2. Check the trace or debug log for errors.

    You can find the files in the BMCDigitalWorkplaceInstallationFolder/DWP/DWP/logs folder.


 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*