RSSO Error occurred during processing of HTTP request/response. Error: 'SSO Service: Error retrieving SSO configuration'

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    PRODUCT:

    Remedy Single Sign On


    COMPONENT:

    Remedy Single Sign On


    APPLIES TO:

    BMC Remedy SSO 9.1.x, 18.x



    PROBLEM:

    When setting up a new Remedy RSSO environment a problem was found when testing RSSO in which the web browser gave the following message trying to access the https://midtier-fqdn/arsys:8443 URL:

    An error occurred. Please contact your administrator or retry later. <Date-time>

    The rsso-agent.log in <Mid-Tier Tomcat install path>\logs directory, yielded the following
    error:

    ...
    ...
    <Date-Time> SEVERE Error occurred during processing of HTTP request/response. Error: 'SSO Service: Error retrieving SSO configuration'
    ...
    ...

     


    CAUSE:

    SSL configuration error


    SOLUTION:

    We were able to determine that the keytool command used to build the RSSO Tomcat keystore and SSL certificate had an issue with a keytool -dname switch:

    E.g.,: 
    keytool ... -dname "CN=abc-rsso-server.corp.local, O=Company-name, ..." ...

    All switches for keytool were correctly setup, except the -dname switch was missing the OU=Company-name value.

    E.g.,: 
    keytool ... -dname "CN=abc-rsso-server.corp.local, OU=Group-name, O=Company-name, ..."

    E.g., 2:
    keytool ... -dname "CN=abc-rsso-server.bmc.com, OU=Admins, O=BMC Software, ..."

    Once the keystore was reconfigured for this SSL with the OU=Group-name, the Mid-Tier had
    to be restarted in order to reinitialize the Mid-Tier/RSSO Agent. 

    Once the above was completed, the https://midtier-fqdn/arsys:8443 login attempt authenticated successfully.
     


    Article Number:

    000159910


    Article Type:

    Solutions to a Product Problem



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