Administration: Cannot sign in to the Finesse Administration Console

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Administration: Cannot sign in to the Finesse Administration Console

Problem Summary You attempt to sign in to the Finesse Administration Console. Sign in fails. 
Error Message Invalid ID or password. Please try again.
Possible Cause

The ID or password provided is incorrect or the Finesse database (A Cisco DB service) is out of service. 

Recommended Action

Check that the credentials (ID and password) are correct. If the credentials are correct, check whether the Finesse database is down.

  • Check the web services logs for the following error:
    "DB_RUNTIME_EXCEPTION: %[hibernate_error_message=DB Runtime Exception thrown from Hibernate Layer][hibernate_exception=org.hibernate.exception.GenericJDBCException: Cannot open connection]: DataBase not available"
  • Use the CLI command utils service list to check the status of the A Cisco DB service.
    This command returns a list of Finesse services and their status. If the following appears in the list, the database is out of service:
     A Cisco DB[STOPPED] Commanded Out of Service
  • If the database is out of service, use the following CLI command to restart it:
    utils restart A Cisco DB
  • After the service restarts, sign in to the Administration Console.
Release Release 9.1(1), Release 10.0(1), Release 10.5(1), Release 10.6(1)
Associated CDETS # None


 

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