Unable to Load Login Page

From DocWiki

Revision as of 19:20, 15 November 2011 by Ginod (Talk | contribs)
(diff) ← Older revision | Latest revision (diff) | Newer revision → (diff)
Jump to: navigation, search


Scenario Setup

File Server

  1. Edit app server's setenv bat on File Server to change instance name to "wrongName": SET JBOSS_INSTANCE_NAME=wrongName
  2. Remove permissions for IIS user from Cisco share

Web Server

  1. Set IIS "Anonymous user" password for "default" to "P@ssword" which is incorrect

Application Server

  1. Stop Cisco Service, wait 15 seconds, start Cisco Service

Problem Statement

Users are unable to access the default partition's login page.

You are not authorized to view this page

Start by trying to load the default partition login page. You should be greeted by an error page informing you of your lack of authorization.


What about the System partition? See if this issue is isolated to the default partition or consistent across both.


Current Status

Both pages say you are not authorized, but have slightly different messages.

  • Default partition: Permission error "...using the credentials that you supplied."
  • System partition: "...due to the access control list (ACL) that is configured for this resource on the Web server."

IIS Permissions

Two different permission-related problems in IIS. As a simple first step, let's just try to reset IIS.


IIS Manager

When you type http://<webserver>/default into your web browser, IIS pulls content from the Cisco share on the File Server. Load IIS Manager from Start > Control Panel > Administrative Tools > IIS Manager and expand out the tree to Web Sites > Default Web Site > Default. Can you see the files?


This means that IIS is unable to read the Cisco Share on the File Server. First make a note of what user IIS is using to connect to the File Server. Right-click default > Properties > Virtual Directory tab > Connect As...


File Server Permissions

Go to the File Server and check the sharing permissions on the folder C:\CIM.


Add the user configured in IIS to have Full Control over this share.


Refresh the IIS view for default. You should now see the C:\CIM\eService folder structure from the File Server.


Now try to load the default partition from the Agent Desktop. You should still receive the same error: "...using the credentials that you supplied." But if you load the System partition, the CIM error page loads!


This means that the "ACL" error message was referring to the lack of permission for the IIS user to connect to the File Server's Cisco share. We are now able to access the Application Server from the System partition, but not the login page.

Updated status

  • Default partition: Permission error "...using the credentials that you supplied."
  • System partition: "...due to the access control list (ACL) that is configured for this resource on the Web server."
  • System partition: CIM Error "connecting to the Application Server from the Web Server."

Default Partition: IIS Access

When a page is loaded from the web browser, IIS uses a different user for Anonymous Access. Check to make sure this is enabled and the correct user is set in IIS: Right-click default > Properties > Directory Security tab > Authentication and Access Control > Edit.


The "Enable anonymous access" box is checked, and the correct user appears to be set. However, we can't be sure about the password. Let's reset it to be 100% sure.


Now, return to your Agent Desktop and try to load the default partition. Success! When web sites and applications running on an IIS webserver require anonymous access, IIS must be configured with a user account specifically for anonymous access. We have now corrected the permission issues on IIS and can move on to the next problem.


Updated status

  • Default partition: Permission error "...using the credentials that you supplied."
  • Default partition: CIM Error "connecting to the Application Server from the Web Server."
  • System partition: "...due to the access control list (ACL) that is configured for this resource on the Web server."
  • System partition: CIM Error "connecting to the Application Server from the Web Server."

Cisco Interaction Manager Error

Ruling out the Web Server

Note where it says that the error occurs connecting to the Application Server from the Web Server. We can try to bypass the Web Server and connect directly to the default partition on the Application Server with the following link:



This still fails. We can now rule out the Web Server component, and shift our focus to the Application Server.

Application Server Issues

The primary purpose of the Application Server is the JBoss server, which runs as a single Java.exe process consuming ~270MB. Check the Task Manager to confirm this process is running.


Cisco Service.exe has started a Java.exe but it is only using 20MB - or not even running at all. Something is wrong with JBoss.

Troubleshooting JBoss

Our JBoss instance name is "cisco." Navigate to the following directory to check the boot.log.


Does the file show any sign of startup? It appears that the file ended after a Shutdown was initiated.

20:38:44,523 DEBUG [Server] Shutdown hook added

Try recreating the JBoss instance. This should not be necessary in 4.3(2) if the customer correctly enabled NULL PERSISTENCE from the 4.3(2) release notes to address CSCth85857. But let's be certain by re-running through those steps.

  1. Stop the Cisco Service and ensure the Java.exe process is terminated.
  2. Browse to the JBoss_Home > server folder. Do the following:
    1. Delete the folder of the JBoss instance used by Cisco Interaction Manager. In our case, it is "cisco"
    2. Locate the folder default, right-click it, and select Copy.
    3. Paste the folder in the same location, JBoss_Home > server.
    4. Rename the newly copied folder to "cisco"
  3. Browse to JBoss_Home > server > JBoss_Instance_Name > deploy > jms. Do the following:
    1. Locate and delete the hsqldb-jdbc2-service.xml file.
    2. From install media \Unified_EIM_and_WIM_4.3.2_for_Unified_CCE\Post_Install\Null Persistence, copy and paste the null-persistence-service.xml file into the jms folder.
  4. Start the Cisco Service and check that the Java.exe process starts.

JBoss Recreated, but still only 20MB

The fix is applied, but the Java.exe still remains at 20MB memory usage. Note that all of the JBoss folders/files were not properly created when the Cisco Service was started, and no boot.log has been written. Are there any other instance folders in C:\jboss-4.2.3.GA\server?


Check the boot.log in C:\jboss-4.2.3.GA\server\wrongName\log.

22:37:13,393 DEBUG [UnifiedLoaderRepository3] Failed to update pkgs for cl=org.jboss.mx.loading.UnifiedClassLoader3@12a3722{ url=file:/C:/jboss-4.2.3.GA/server/wrongName/conf/ ,addedOrder=1}
java.io.FileNotFoundException: C:\jboss-4.2.3.GA\server\wrongName\conf (The system cannot find the file specified)

The Cisco Service is trying to start the Application Server from the wrong folder. Since you had not previously copied the contents from a "default" folder and named it "wrongName", there is no conf folder, so JBoss cannot create the new instance.


Now, where is this instance defined? There aren't many files on the Application Server, so search C:\CIM\eService for files containing the word "INSTANCE_NAME"

Instance name.png

We see 4 bat files, all in the same directory: C:\CIM\eService\bin\platform\windows
In setenv.bat we see the INSTANCE_NAME is set correctly as "cisco"


CiscoService.exe --> Bat file --> Bat file

When the Cisco Service runs on an Application Server, it actually calls the egainstart.bat file on the Application Server, which in turn calls a setenv bat file on the File Server. In the egainstart.bat below, we can see the Application Server calling the setenv_eimApp.eim.lab.bat file on the File Server in the same directory (C:\CIM\eService\bin\platform\windows)

echo on

SET HOSTNAME=eimApp.eim.lab

call %INSTALL_DIR%\bin\platform\windows\setenv_%HOSTNAME%.bat NT-SERVICE
start %INSTALL_DIR%\bin\platform\windows\start.bat NT-SERVICE


Back to the File Server

Navigate to the same directory on the File Server machine. You should notice a setenv file for each Application Server. In this file, we can see that the INSTANCE_NAME is set incorrectly.


Set it to "cisco" and save. Return to the Application Server, stop the Cisco Service and Java process, then start the Cisco Service. Looks good!



Return to your Agent Desktop and attempt to load the Default Partition.



This scenario reinforced the interaction between the Web, Application, and File Servers. We found:

  1. File Server permissions on the Cisco share missing for IIS Network Directory user
  2. IIS Anonymous user password set incorrectly
  3. Application Server instance not created for INSTANCE_NAME defined in setenv bat file

Rating: 5.0/5 (1 vote cast)

Personal tools