Trending this month: Issues with accessing the Administration Console and Operation Console
We have seen several issues where users have reported errors when attempting to access the Administration and/or Operation Console across different versions of BPPM. The most common access error was the following: “BMC-BSW000002E User admin cannot be logged in: java.lang.NoClassDefFoundError”
Upon investigation we see that there can be several different causes for this type of issues. Here are a few key items to check when you are not able login:
- verify host name resolution is working correctly
- verify the BPPM license is not expired
- check the ias0.log for “unable to bind to port errors (already in use)” errors
- checked Services to verify if the BMC Impact Admin service is also running, if so, stop the BMC Impact Admin service (needs to be disabled)
- then stop the BPPM Server (pw system stop)
- start the BPPM Server ( pw system start)
- verify if you are now able to log in to BPPM.
If those checks fail, please review these other possible causes:
This problem can occur if you are NOT using Active Directory authentication for your users but in pw\pronto\conf\ias.properties it is enabled:
If this is the case the solution is to disable it by setting the following in the pw\pronto\conf\ias.properties and restarting BPPM server:
Another cause of this issue may be loopback settings. Here are details to troubleshoot this cause of the error:
1. Check etc/hosts file in BPPM server machine
2. Look at the line for loopback address (127.0.0.1)
3. Ensure the line for loopback address does not contain the mapping to the BPPM server hostname.
If that line in your etc/hosts file is similar to the one below (being bppmsrv1 the hostname of your BPPM Server):
127.0.0.1 localhost.localdomain localhost.localdomain localhost4 localhost4.localdomain4 localhost bppmsrv1
Then remove bppmsrv1 value from the line to look like below:
127.0.0.1 localhost.localdomain localhost.localdomain localhost4 localhost4.localdomain4 localhost
4. Save etc/hosts file after the change
5. Restart your BPPM Server components (pw system start) to ensure the new values from etc/hosts are properly cached by BPPM
6. Try the connection to the BPPM Admin console
Note. What happened with the remote admin is that it tried to connect to the BPPM server and first connects, then it is redirected to 127.0.0.1 which fails, and then the error message appears.
After changing the port number on the pronet.rmi.port variable in the pronet.conf file located in the \pw\custom\conf directory on the BPPM server, the user could not log into the local ProactiveNet Administration Console (that resides on the same server as the BPPM application). Changing the server field to use the hostname, IP address, and localhost will fail with the same error message.
The root cause of this issue is that the local ProactiveNet Administration Console (that resides on the same server as the BPPM application) is unable to read the pronet.rmi.port variable in the pronet.conf file located in the \pw\custom\conf directory on the BPPM server. It is only reading the variable in the pronet.conf file located in the \pw\pronto\conf directory on the BPPM server.
If using the local ProactiveNet Administration Console, set the pronet.rmi.port variable to the desired port number in the pronet.conf file located in the \pw\pronto\conf directory on the BPPM server
If the issue continues, please contact Support for further assistance.
Access Specific Knowledge Articles:
KA347372 Unable to log into Proactivenet Admin or Operations Console, and getting the error "BMC-BSW000002E User admin cannot be logged in: java.lang.NoClassDefFoundError:"
KA321075 Unable to login to Admin console "BMC-BSW000002E User admin cannot be logged in: Please make sure that mcell is up and running."
KA355549 Administration Console "Error Message' - "BMC-BSW000002E User admin cannot be logged in: License file has been tampered."
KA393375 Receiving a 'BMC-BSW000002E Login is not available. Failure to connect to server ' pop-up message when attempting to log into the ProactiveNet Administration Console using any ProactiveNet user account
KA381789 Receiving a "BMC-BSW000002E Login is not available. Failure to connect to server <hostname>" pop-up message when attempting to log into the ProactiveNet Administration Console using any ProactiveNet user accounts
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