When attempting to log in Unified Self Service (USS) it fail with an error: "Your request failed to complete. Authentication failed. Please try again"

Document ID:  TEC1280624
Last Modified Date:  07/11/2017
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Products

  • CA Service Desk Manager

Releases

  • CA Service Desk Manager:Release:14.1
  • CA Service Desk Manager:Release:17.0

Components

  • CA UNIFIED SELF-SERVICE FOR SERVICE MGMT:US4SM
Issue:

When attempting to log in USS it fail with an error:

Your request failed to complete. Authentication failed. Please try again.

Liferay logs shows the following error

21:57:43,912 ERROR [EEMLogin:120] Error during authentication in EEM
java.lang.SecurityException: JCE cannot authenticate the provider JsafeJCE


Environment:
USS 14.1 or above Windows 2008 R2 or above
Cause:

The JAVA_HOME variable set in the file wrapper.conf file was modified to use a different JRE installed in the server. USS and liferay include a JRE which is customized to the necessities of the application, other JREs use and have different libraries which may not work the same as the out of the box (OOTB) files. Unless it is authorized by CA Support the OOTB JRE configured in the file wrapper.conf file cannot be modified.


Resolution:

1. Locate the file wrapper.conf in the USS server in the following path.

..\Program Files\CA\Self Service\OSOP\tomcat-7.0.40\bin

2. Take a backup of the file wrapper.conf

3. Edit the file  under '# Specify a specific java binary:' so it looks like the following:

    set.JAVA_HOME= C:\Program Files\CA\Self Service\OSOP\tomcat-7.0.40\jre

4. Save the changes and restart the USS service.

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