Troubleshooting external authentication

Several problems and solutions are provided to help you troubleshoot external authentication issues.

Important: These troubleshooting instructions assume that you are using Sterling External Authentication Server version 2.3.01 or later.

Issue: Users that are configured for external authentication might see an error that states: Client external authentication password check failed. This error might occur because an invalid password was entered or because of a communication problem between the IBM® Sterling Control Center Monitor engine and the Sterling External Authentication Server it is configured to use.

Resolution: Refer to the IBM Sterling Control Center Monitor engine log file to know whether the issue is caused by a communication problem.

Whenever IBM Sterling Control Center Monitor connects to the Sterling External Authentication Server, log file records are written indicating:
  • A secure or non-secure connection is to be established.
  • The primary Sterling External Authentication Server or Alternate Sterling External Authentication Server is being connected to.
  • The address and port of the Sterling External Authentication Server being connected to.
  • The type and location of the key and truststore that is used for secure connections.

Issue: No users can log in to IBM Sterling Control Center Monitor. If all IBM Sterling Control Center Monitor users are configured for external authentication, and the IBM Sterling Control Center Monitor engine is unable to connect with the primary and secondary external authentication server, it cannot verify user credential validation and no users can log in to IBM Sterling Control Center Monitor

Resolution: When you are creating IBM Sterling Control Center Monitor users, create a user capable of running administrative tasks that are not externally authenticated. As a result, at least one user can access the system if both the primary and alternative servers are unavailable.