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Remedy Single Sign On
Remedy SSO 9.1.x or higher
Getting below error after entering credentials:
623 Authentication Failed
Error may appear this way on the web browser:
Authentication failed : username
Error Timestamp (Mid-Tier Server): Aug 1, 2019 1:00:00 PM
Possible issues with AR Server configuration
Here are two possible errors in AR Server configuration that may cause the ARERR 623
when connecting to Mid-Tier using RSSO:
1.) The ar.cfg found the following entry missing in configuration:
Server-Plugin-Alias: AREA AREA <servername>:9999
Added the entry then restart AR service. In this case, the AR Server
was using LDAP.
2.) The arjavaplugin.log contained the following repeating error:
ERROR (8768): Could not load/Save the plugin server configuration file; Error parsing file:/C:/BMC%20Software/ARSystem/pluginsvr/pluginsvr_config.xml
It was found that the AR Server had run out of disk space and the pluginsvr_config.xml had
become corrupted. Once the disk space issue was resolved, RSSO worked normally.
Another possible reason for pluginsvr_config.xml file is corrupted is that there was an AR Server hotfix build deployed in environment.
This hotfix deployment make pluginsvr_config.xml file corrupted.
We use another working pluginsvr_config.xml file backup one, have "ARSYS.AREA.RSSO" plugin added on pluginsvr_config.xml file.
User Authentication works.
As the RSSO plugin within AR Server is loaded by the <AR Server Install Path>\pluginsvr\pluginsvr_config.xml
file, if there are any problems with the pluginsvr_config.xml or the RSSO plugin within that file, this
can cause the ARERR 623 problem until the pluginsvr_config.xml issue is addressed.