Troubleshooting
Problem
When attempting to log in to Cognos, receive error:
AAA-SYS-0001 An internal error occurred
Symptom
At the time of the login:
[Full HTTP response] - bi/v1/login
{"errorCodeString":"camInternalError","messages":[{"messageString":"AAA-SYS-0001 An internal error occurred."},{"nestingLevel":1,"messageString":"java.lang.NullPointerException"},{"nestingLevel":2,"messageString":"java.lang.NullPointerException\n\tat com.ibm.cognos.camaaa.internal.auth.handler.CreateApplicationLogonSession.tieRemoteUserToPassport(CreateApplicationLogonSession.java:311)\n\tat com.ibm.cognos.camaaa.internal.auth.handler.CreateApplicationLogonSession.getPassport(CreateApplicationLogonSession.java:184)\n\tat com.ibm.cognos.camaaa.internal.auth.handler.CreateApplicationLogonSession.handleMessage(CreateApplicationLogonSession.java:249)\n\tat
... [snipped]
[cogaudit.log]
CM-REQ-4159 Content Manager returned an error in the response header. The error "cmAuthenticateFailed CM-CAM-4005 Unable to authenticate. Check your security directory server connection and confirm the credentials entered at login." can be found in the response SOAP header.
[cognosserver.log]
Failed to parse preferences cookie:
CM-CAM-4005 Unable to authenticate. Check your security directory server connection and confirm the credentials entered at login." can be found in the response SOAP header.
Ongoing messages:
[cognosserver.log]
[cognosserver.log]
Request URL: /admin-service/v1/public_profile_settings
Response status: 500
Details: {"errors":[{"code":"ADM-ERR-001","level":"error","message":"Internal error"},{"level":"error","message":"java.lang.String incompatible with com.ibm.bi.json.JsonObject"}]}
Document Location
Worldwide
[{"Type":"MASTER","Line of Business":{"code":"LOB76","label":"Data Platform"},"Business Unit":{"code":"BU048","label":"IBM Software"},"Product":{"code":"SSTSF6","label":"IBM Cognos Analytics"},"ARM Category":[{"code":"a8m50000000Cl3zAAC","label":"Administration"}],"ARM Case Number":"TS007170600","Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"All Versions"},{"Product":{"code":"SS6G84","label":"IBM Cognos Analytics on Cloud"},"Business Unit":{"code":"BU048","label":"IBM Software"},"Component":" ","Platform":[{"code":"","label":""}],"Version":"","Edition":"","Line of Business":{"code":"LOB76","label":"Data Platform"}},{"Product":{"code":"SSLKT6","label":"IBM Maximo Asset Management"},"Business Unit":{"code":"BU048","label":"IBM Software"},"Component":" ","Platform":[{"code":"","label":""}],"Version":"","Edition":"","Line of Business":{"code":"LOB77","label":"Automation Platform"}}]
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Document Information
Modified date:
15 January 2026
UID
ibm16522848