Unable to login to RSSO Admin Console after successful new installation

Version 1
    Share This:

    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


    Remedy Single Sign On


    Remedy Single Sign On


    BMC Remedy SSO 19.08 or later (may also be seen in earlier releases 9.1.04 or later)


    After a successful new installation of RSSO 19.02 on Microsoft Windows, when trying to login with the default Admin account into the RSSO Admin Console, the login would fail with the error:

    An error has occurred please contact your administrator

    The RSSO server log (rsso.log) contained the following error messages:

    [Date Time] [Timer-2 ] ERROR .rsso.dao.SqlAuthorizationCodeDao.cleanUpExpired(): Failed to remove expired authorization codes
    com.microsoft.sqlserver.jdbc.SQLServerException: Invalid object name 'AuthorizationCode'.

    [Date Time] [Timer-3 ] ERROR .r.a.service.RevokedJwtService.cleanUpRevokedJwt(): Failed to clean up outdated Admin JWTs. Error: Failed to clean up revoked JWTs com.bmc.rsso.dao.DatabaseException: Failed to clean up revoked JWTs
    at java.base/java.util.TimerThread.run(Timer.java:506)
    Caused by: com.microsoft.sqlserver.jdbc.SQLServerException: Invalid object name 'RevokedJWT'.


    Invalid RSSO database


    As part of the fresh install procedure that had been performed by the end-user, a copy of the RSSO 9.1.01 database had been imported into a new Microsoft SQL Server to be used as the new RSSO database for the RSSO 19.08 installation.  The RSSO server was also being moved to a new server.  During the RSSO 19.08 installation, it found the older RSSO 9.1.01 database but did not make any changes to it and left it in its current condition.

    Older databases can't be used in this way for a fresh install and can fail for an upgrade where the release time is many years apart.  In this example, RSSO 9.1.01 released in early 2016 and RSSO 19.08 released in August 2019)  To resolve the issue, the RSSO database must have all of the existing tables removed using the following steps:

    1.)  Uninstall RSSO from Add/Remove Programs.
    2.)  Stop Tomcat service.
    3.)  Remove the <Tomcat Install Path>\webapps\rsso subdirectory
    4.)  Start Tomcat service and verify connection to the Tomcat test page (e.g.: http://rsso-server.corp.local:8080)
    5.)  Manually remove the <RSSO Install Path> directory.
    6.)  Delete all RSSO tables in the RSSO database that was imported from another installation.
    7.)  Re-run the RSSO installer to completion.
    8.)  Login to RSSO Admin Console with the default Admin account.

    Additional Note:  In the event where BMC Remedy SSO database has been created successfully, ensure that correct permissions and user credentials are used to connect to the database.  

    Article Number:


    Article Type:

    Solutions to a Product Problem

      Looking for additional information?    Search BMC Support  or  Browse Knowledge Articles