Smart IT/RSSO in 18.05 (unpatched) gives a spinning wheel icon/blank page when attempting to log in

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    PRODUCT:

    Remedy with Smart IT


    APPLIES TO:

    Remedy with Smart IT 18.05



    PROBLEM:

    **PreReq: Patch 05 of 18.05 AR/ITSM/Smart IT is not installed

    When attempting to log in, the customer is experiencing an infinite spinning wheel together with a blank white page, it cannot process any longer and the customer can't log in.

     


    CAUSE:

    defect SW00550472 is the culprit, check esc 134704


    SOLUTION:

     

    <plugin> 
    <name>ARSYS.AREA.RSSO</name> 
    <classname>com.bmc.rsso. 
    plugin.area.RSSOPlugin</classname> 
    <pathelement type="location">{AR}/pluginsvr/rsso-area-plugin-all.jar</pathelement> 
    <pathelement type="location">{AR}/pluginsvr/gson-2.3.1.jar</pathelement> 
    <userDefined> 
    <configFile>{AR}/Conf/rsso.cfg</configFile> 
    </userDefined> 
    </plugin> 

    Ensure the .jar files are inside these directories     
    On this specific use case all things mentioned above where checked, yet the customer still experienced the issue. Below snippet was seen in the logs 

    smartit.log snippet  

    08:39:06.363 | io-10.32.180.118-8443-exec-869 | RID: 221959 | INFO    | c.b.b.m.u.ErrorResourcesHandler | Failed to login: Authentication Failure
    com.bmc.arsys.api.ARException: ERROR (623): Authentication failed; loginnamex
        at com.bmc.arsys.apitransport.ApiProxyJRpcBase.arCall(ApiProxyJRpcBase.java:298)
        at com.bmc.arsys.apitransport.ApiProxyJRpcBase.arCall(ApiProxyJRpcBase.java:170)
        at com.bmc.arsys.api.ProxyJRpc.ARVerifyUser(ProxyJRpc.java:228)
        at com.bmc.arsys.api.ARServerUser.verifyUser(ARServerUser.java:1161)
        at com.bmc.bsm.mobile.vo.profile.MobilityARUser.verifyUser(MobilityARUser.java:136)
        at com.bmc.bsm.myit.filter.handlers.ExistingSessionHandler.authenticate(ExistingSessionHandler.java:49)
        at com.bmc.bsm.myit.filter.SSODecisionFilter.authenticateWithHandlers(SSODecisionFilter.java:273)
        at com.bmc.bsm.myit.filter.SSODecisionFilter.handleBypassForNonOauthSso(SSODecisionFilter.java:158)
        at com.bmc.bsm.myit.filter.SSODecisionFilter.handleSsoBypass(SSODecisionFilter.java:138)
        at com.bmc.bsm.myit.filter.SSODecisionFilter.doFilter(SSODecisionFilter.java:71)
        at org.springframework.web.filter.DelegatingFilterProxy.invokeDelegate(DelegatingFilterProxy.java:346)
        at org.springframework.web.filter.DelegatingFilterProxy.doFilter(DelegatingFilterProxy.java:262)
        at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:239)
        at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:206)
        at com.bmc.bsm.myit.filter.ExpiresFilter.doFilter(ExpiresFilter.java:1273)
        at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:239)
        at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:206)
        at org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java:219)
        at org.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java:106)
        at org.apache.catalina.authenticator.AuthenticatorBase.invoke(AuthenticatorBase.java:502)
        at org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java:142)
        at org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java:79)
        at org.apache.catalina.valves.AbstractAccessLogValve.invoke(AbstractAccessLogValve.java:617)
        at org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.java:88)
        at org.apache.catalina.connector.CoyoteAdapter.service(CoyoteAdapter.java:518)
        at org.apache.coyote.http11.AbstractHttp11Processor.process(AbstractHttp11Processor.java:1091)
        at org.apache.coyote.AbstractProtocol$AbstractConnectionHandler.process(AbstractProtocol.java:668)
        at org.apache.tomcat.util.net.JIoEndpoint$SocketProcessor.run(JIoEndpoint.java:279)
        at java.util.concurrent.ThreadPoolExecutor.runWorker(Unknown Source)
        at java.util.concurrent.ThreadPoolExecutor$Worker.run(Unknown Source)
        at org.apache.tomcat.util.threads.TaskThread$WrappingRunnable.run(TaskThread.java:61)
        at java.lang.Thread.run(Unknown Source)


    Solution: Asked the customer to apply patch 05 on remedy stack which resolved the issue. Culprit is defect,   SW00550472 if you are in 18.08 ensure the customer is in patch 01 for the remedy stack too. 

     


    Article Number:

    000169729


    Article Type:

    Solutions to a Product Problem



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