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Oops, I was wrong. Checked and found that:
- It was somehow solved, perhaps with some version change or something.
- we observed that if we copy all data from SysAid helpdesk download page (in our case http://helpdesk/Download.jsp) then Account name and Serial key were OK, but server address was not.
We using MS IIS with SSO and it does some redirection tricks. Our IIS address is http://helpdesk and is served from 80 port. But Helpdesk Tomcat is actually on 8080 port and IIS does SSO authentication of users and redirects request to 8080 post for Helpdesk. We neede to put "server address" as "http://helpdesk:8080" (i.e actual adress where SysAid's Tomcat is listening) in Sysaid Admin Tool installation.
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Not for us, we've given up 
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When sysaid support last said (see in thread upwards) "I think that we could workaround that problem by disabling SSO (with jcifs), integrating SysAid with IIS and then enable Integrated Windows Authentication on IIS." then I also tried their solution (using Windows integrated authentication via IIS) but messing with all kinds of conf files it did not work out.
Then Sysaid support did remote session to our server, didn't reinstall anything but got my IIS redirection and Tomcat properly working together.
I use also Windows 2003 on VMWare virtual server (VSphere 4 infrastructure) , IIS 6, but with MySQL (on the same machine). Since last "intervention" by Sysaid person SSO works fine.
It just tries to be a kind of encuragement, that Sysaid people should be able to cure your problem too... when they are back from Vegas or so 
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Little newer version of that translation file (v6.0)
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Hello again.
I sent the mail regarding this problem a week ago to helpdesk, but have no reply yet. Could you please investigate the cause of the problem?
Thank you.
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up...
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Yes, as administrator.
OS is Windows XP Pro.
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Hello.
I am receiving this message, when I try to install the SysAid Deployment Tool. Message is displayed after entering the Account ID and Serial Key. I copy both from SysAid Info Page (so these should be correct, in my opinion).
Is there another place I should be looking for those credentials?
Thank you in advance!
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I tried to goo IIS as suggested but failed in following:
Problem 1:
Assumptions did not match - Our SysAid is installed at path E:\SysAidServer and http port is 80.
Tried solutions: Downloaded suggested IIS.zip file and
- made path corrections in IIS.reg file and this was quite straightforward.
- made path correction in server.xml <conext> tag and port change in <connector> tag.
SysAid Service restart failed (no response browsing Helpdesk page). Seems that problems are related to new server.xml file (that was in IIS.zip file)
Sysaid.log says nothing, Wrapper.log recorded issue (I cannot unfortunately interpret to decide what exactly went wrong) see below the post.
My opinion is that wrapper.log does not report any problems related to my "corrections" (server path and port), but something else.
So basically I was already failed at p.4 (could not get SysAID running with new server.xml file.
But since I was able to run "old instance" of SysAid (with old server.xml file), I still tried next steps tp see does IIS redirector works (perhaps it should not work with old server.xml file anyway…)
Doing all requested steps IIS eventually said me (wehre it should be able open SysAid page)
HTTP Error 403.2 - Forbidden: Read access is denied.
As I suspected that it should not work with old server.xml file, I quit here.
What next?
Wrapper.log complaints when starting SysAid Server with new server.xml file:
STATUS | wrapper | 2008/08/12 13:35:42 | --> Wrapper Started as Service
DEBUG | wrapperp | 2008/08/12 13:35:43 | server listening on port 1777.
STATUS | wrapper | 2008/08/12 13:35:44 | Launching a JVM...
DEBUG | wrapper | 2008/08/12 13:35:44 | command: "E:\SysAidServer\jre\bin\java.exe" -Dcatalina.home=./tomcat -Djava.io.tmpdir=./tomcat/temp -Dsysaid.home="E:\SysAidServer" -Xms16m -Xmx256m -Djava.library.path="./lib" -classpath "./lib/wrapper.jar;./tomcat/bin/bootstrap.jar" -Dwrapper.key="erQI5PFCpC57PkCe" -Dwrapper.port=1777 -Dwrapper.debug="TRUE" -Dwrapper.service="TRUE" -Dwrapper.cpu.timeout="10" -Dwrapper.jvmid=1 com.silveregg.wrapper.WrapperStartStopApp org.apache.catalina.startup.Bootstrap 1 start org.apache.catalina.startup.Bootstrap true 1 stop
DEBUG | wrapper | 2008/08/12 13:35:44 | Java Virtual Machine started (PID=2996)
INFO | jvm 1 | 2008/08/12 13:35:44 | Wrapper Manager: JVM #1
INFO | jvm 1 | 2008/08/12 13:35:44 | Wrapper Manager: Registering shutdown hook
INFO | jvm 1 | 2008/08/12 13:35:44 | Wrapper Manager: Using wrapper
INFO | jvm 1 | 2008/08/12 13:35:44 | Calling native initialization method.
INFO | jvm 1 | 2008/08/12 13:35:44 | Initializing WrapperManager native library.
INFO | jvm 1 | 2008/08/12 13:35:44 | Java Executable: E:\SysAidServer\jre\bin\java.exe
INFO | jvm 1 | 2008/08/12 13:35:44 | Java Version : 1.6.0-b105 Java HotSpot(TM) Client VM
INFO | jvm 1 | 2008/08/12 13:35:44 | Java VM Vendor : Sun Microsystems Inc.
INFO | jvm 1 | 2008/08/12 13:35:44 |
INFO | jvm 1 | 2008/08/12 13:35:44 | Wrapper (Version 2.2.9)
INFO | jvm 1 | 2008/08/12 13:35:44 |
INFO | jvm 1 | 2008/08/12 13:35:44 | Open socket to wrapper...
INFO | jvm 1 | 2008/08/12 13:35:44 | Opened Socket
INFO | jvm 1 | 2008/08/12 13:35:44 | Send a packet 110 : erQI5PFCpC57PkCe
INFO | jvm 1 | 2008/08/12 13:35:44 | handleSocket(Socket[addr=/127.0.0.1,port=1777,localport=1328])
INFO | jvm 1 | 2008/08/12 13:35:44 | Received a packet 112 : 1
INFO | jvm 1 | 2008/08/12 13:35:44 | Wrapper Manager: LowLogLevel from Wrapper is 1
INFO | jvm 1 | 2008/08/12 13:35:44 | Received a packet 100 : start
INFO | jvm 1 | 2008/08/12 13:35:44 | calling listener.start()
INFO | jvm 1 | 2008/08/12 13:35:44 | WrapperStartStopApp: start(args)
INFO | jvm 1 | 2008/08/12 13:35:44 | WrapperStartStopApp: invoking start main method
INFO | jvm 1 | 2008/08/12 13:35:44 | 12.08.2008 13:35:44 org.apache.tomcat.util.digester.SetPropertiesRule begin
INFO | jvm 1 | 2008/08/12 13:35:44 | WARNING: [SetPropertiesRule]{Server} Setting property 'debug' to '0' did not find a matching property.
INFO | jvm 1 | 2008/08/12 13:35:44 | 12.08.2008 13:35:44 org.apache.tomcat.util.digester.SetPropertiesRule begin
INFO | jvm 1 | 2008/08/12 13:35:44 | WARNING: [SetPropertiesRule]{Server/Listener} Setting property 'debug' to '0' did not find a matching property.
INFO | jvm 1 | 2008/08/12 13:35:44 | 12.08.2008 13:35:44 org.apache.tomcat.util.digester.SetPropertiesRule begin
INFO | jvm 1 | 2008/08/12 13:35:44 | WARNING: [SetPropertiesRule]{Server/Listener} Setting property 'debug' to '0' did not find a matching property.
INFO | jvm 1 | 2008/08/12 13:35:44 | 12.08.2008 13:35:44 org.apache.tomcat.util.digester.Digester endElement
INFO | jvm 1 | 2008/08/12 13:35:44 | WARNING: No rules found matching 'Server/GlobalNamingResources/ResourceParams/parameter/name'.
INFO | jvm 1 | 2008/08/12 13:35:44 | 12.08.2008 13:35:44 org.apache.tomcat.util.digester.Digester endElement
INFO | jvm 1 | 2008/08/12 13:35:44 | WARNING: No rules found matching 'Server/GlobalNamingResources/ResourceParams/parameter/value'.
INFO | jvm 1 | 2008/08/12 13:35:44 | 12.08.2008 13:35:44 org.apache.tomcat.util.digester.Digester endElement
INFO | jvm 1 | 2008/08/12 13:35:44 | WARNING: No rules found matching 'Server/GlobalNamingResources/ResourceParams/parameter'.
INFO | jvm 1 | 2008/08/12 13:35:44 | 12.08.2008 13:35:44 org.apache.tomcat.util.digester.Digester endElement
INFO | jvm 1 | 2008/08/12 13:35:44 | WARNING: No rules found matching 'Server/GlobalNamingResources/ResourceParams/parameter/name'.
INFO | jvm 1 | 2008/08/12 13:35:44 | 12.08.2008 13:35:44 org.apache.tomcat.util.digester.Digester endElement
INFO | jvm 1 | 2008/08/12 13:35:44 | WARNING: No rules found matching 'Server/GlobalNamingResources/ResourceParams/parameter/value'.
INFO | jvm 1 | 2008/08/12 13:35:44 | 12.08.2008 13:35:44 org.apache.tomcat.util.digester.Digester endElement
INFO | jvm 1 | 2008/08/12 13:35:44 | WARNING: No rules found matching 'Server/GlobalNamingResources/ResourceParams/parameter'.
INFO | jvm 1 | 2008/08/12 13:35:44 | 12.08.2008 13:35:44 org.apache.tomcat.util.digester.Digester endElement
INFO | jvm 1 | 2008/08/12 13:35:44 | WARNING: No rules found matching 'Server/GlobalNamingResources/ResourceParams'.
INFO | jvm 1 | 2008/08/12 13:35:44 | 12.08.2008 13:35:44 org.apache.tomcat.util.digester.SetPropertiesRule begin
INFO | jvm 1 | 2008/08/12 13:35:44 | WARNING: [SetPropertiesRule]{Server/Service/Engine} Setting property 'debug' to '0' did not find a matching property.
INFO | jvm 1 | 2008/08/12 13:35:44 | 12.08.2008 13:35:44 org.apache.tomcat.util.digester.Digester endElement
INFO | jvm 1 | 2008/08/12 13:35:44 | WARNING: No rules found matching 'Server/Service/Engine/Logger'.
INFO | jvm 1 | 2008/08/12 13:35:44 | 12.08.2008 13:35:44 org.apache.tomcat.util.digester.SetPropertiesRule begin
INFO | jvm 1 | 2008/08/12 13:35:44 | WARNING: [SetPropertiesRule]{Server/Service/Engine/Realm} Setting property 'debug' to '0' did not find a matching property.
INFO | jvm 1 | 2008/08/12 13:35:44 | 12.08.2008 13:35:44 org.apache.tomcat.util.digester.SetPropertiesRule begin
INFO | jvm 1 | 2008/08/12 13:35:44 | WARNING: [SetPropertiesRule]{Server/Service/Engine/Host} Setting property 'debug' to '0' did not find a matching property.
INFO | jvm 1 | 2008/08/12 13:35:44 | 12.08.2008 13:35:44 org.apache.tomcat.util.digester.Digester endElement
INFO | jvm 1 | 2008/08/12 13:35:44 | WARNING: No rules found matching 'Server/Service/Engine/Host/Logger'.
INFO | jvm 1 | 2008/08/12 13:35:44 | 12.08.2008 13:35:44 org.apache.tomcat.util.digester.SetPropertiesRule begin
INFO | jvm 1 | 2008/08/12 13:35:44 | WARNING: [SetPropertiesRule]{Server/Service/Engine/Host/Context} Setting property 'debug' to '0' did not find a matching property.
INFO | jvm 1 | 2008/08/12 13:35:44 | 12.08.2008 13:35:44 org.apache.coyote.http11.Http11Protocol init
INFO | jvm 1 | 2008/08/12 13:35:44 | INFO: Initializing Coyote HTTP/1.1 on http-8080
INFO | jvm 1 | 2008/08/12 13:35:44 | 12.08.2008 13:35:44 org.apache.coyote.http11.Http11Protocol init
INFO | jvm 1 | 2008/08/12 13:35:44 | INFO: Initializing Coyote HTTP/1.1 on http-8009
INFO | jvm 1 | 2008/08/12 13:35:44 | 12.08.2008 13:35:44 org.apache.catalina.startup.Catalina load
INFO | jvm 1 | 2008/08/12 13:35:44 | INFO: Initialization processed in 415 ms
INFO | jvm 1 | 2008/08/12 13:35:44 | 12.08.2008 13:35:44 org.apache.catalina.mbeans.GlobalResourcesLifecycleListener createMBeans
INFO | jvm 1 | 2008/08/12 13:35:44 | SEVERE: Exception processing Global JNDI Resources
INFO | jvm 1 | 2008/08/12 13:35:44 | javax.naming.NamingException: Cannot create resource instance
INFO | jvm 1 | 2008/08/12 13:35:44 | at org.apache.naming.factory.ResourceFactory.getObjectInstance(ResourceFactory.java:143)
INFO | jvm 1 | 2008/08/12 13:35:44 | at javax.naming.spi.NamingManager.getObjectInstance(Unknown Source)
INFO | jvm 1 | 2008/08/12 13:35:44 | at org.apache.naming.NamingContext.lookup(NamingContext.java:793)
INFO | jvm 1 | 2008/08/12 13:35:44 | at org.apache.naming.NamingContext.lookup(NamingContext.java:140)
INFO | jvm 1 | 2008/08/12 13:35:44 | at org.apache.naming.NamingContextBindingsEnumeration.nextElementInternal(NamingContextBindingsEnumeration.java:113)
INFO | jvm 1 | 2008/08/12 13:35:44 | at org.apache.naming.NamingContextBindingsEnumeration.next(NamingContextBindingsEnumeration.java:71)
INFO | jvm 1 | 2008/08/12 13:35:44 | at org.apache.catalina.mbeans.GlobalResourcesLifecycleListener.createMBeans(GlobalResourcesLifecycleListener.java:137)
INFO | jvm 1 | 2008/08/12 13:35:44 | at org.apache.catalina.mbeans.GlobalResourcesLifecycleListener.createMBeans(GlobalResourcesLifecycleListener.java:109)
INFO | jvm 1 | 2008/08/12 13:35:44 | at org.apache.catalina.mbeans.GlobalResourcesLifecycleListener.lifecycleEvent(GlobalResourcesLifecycleListener.java:81)
INFO | jvm 1 | 2008/08/12 13:35:44 | at org.apache.catalina.util.LifecycleSupport.fireLifecycleEvent(LifecycleSupport.java:117)
INFO | jvm 1 | 2008/08/12 13:35:44 | at org.apache.catalina.core.StandardServer.start(StandardServer.java:703)
INFO | jvm 1 | 2008/08/12 13:35:44 | at org.apache.catalina.startup.Catalina.start(Catalina.java:57
INFO | jvm 1 | 2008/08/12 13:35:45 | at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)
INFO | jvm 1 | 2008/08/12 13:35:45 | at sun.reflect.NativeMethodAccessorImpl.invoke(Unknown Source)
INFO | jvm 1 | 2008/08/12 13:35:45 | at sun.reflect.DelegatingMethodAccessorImpl.invoke(Unknown Source)
INFO | jvm 1 | 2008/08/12 13:35:45 | at java.lang.reflect.Method.invoke(Unknown Source)
INFO | jvm 1 | 2008/08/12 13:35:45 | at org.apache.catalina.startup.Bootstrap.start(Bootstrap.java:28
INFO | jvm 1 | 2008/08/12 13:35:45 | at org.apache.catalina.startup.Bootstrap.main(Bootstrap.java:413)
INFO | jvm 1 | 2008/08/12 13:35:45 | at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)
INFO | jvm 1 | 2008/08/12 13:35:45 | at sun.reflect.NativeMethodAccessorImpl.invoke(Unknown Source)
INFO | jvm 1 | 2008/08/12 13:35:45 | at sun.reflect.DelegatingMethodAccessorImpl.invoke(Unknown Source)
INFO | jvm 1 | 2008/08/12 13:35:45 | at java.lang.reflect.Method.invoke(Unknown Source)
INFO | jvm 1 | 2008/08/12 13:35:45 | at com.silveregg.wrapper.WrapperStartStopApp.run(WrapperStartStopApp.java:100)
INFO | jvm 1 | 2008/08/12 13:35:45 | at java.lang.Thread.run(Unknown Source)
INFO | jvm 1 | 2008/08/12 13:35:45 | 12.08.2008 13:35:44 org.apache.catalina.core.StandardService start
INFO | jvm 1 | 2008/08/12 13:35:45 | INFO: Starting service Tomcat-Standalone
INFO | jvm 1 | 2008/08/12 13:35:45 | 12.08.2008 13:35:44 org.apache.catalina.core.StandardEngine start
INFO | jvm 1 | 2008/08/12 13:35:45 | INFO: Starting Servlet Engine: Apache Tomcat/6.0.16
INFO | jvm 1 | 2008/08/12 13:35:45 | 12.08.2008 13:35:44 org.apache.catalina.realm.UserDatabaseRealm start
INFO | jvm 1 | 2008/08/12 13:35:45 | SEVERE: Exception looking up UserDatabase under key UserDatabase
INFO | jvm 1 | 2008/08/12 13:35:45 | javax.naming.NamingException: Cannot create resource instance
INFO | jvm 1 | 2008/08/12 13:35:45 | at org.apache.naming.factory.ResourceFactory.getObjectInstance(ResourceFactory.java:143)
INFO | jvm 1 | 2008/08/12 13:35:45 | at javax.naming.spi.NamingManager.getObjectInstance(Unknown Source)
INFO | jvm 1 | 2008/08/12 13:35:45 | at org.apache.naming.NamingContext.lookup(NamingContext.java:793)
INFO | jvm 1 | 2008/08/12 13:35:45 | at org.apache.naming.NamingContext.lookup(NamingContext.java:153)
INFO | jvm 1 | 2008/08/12 13:35:45 | at org.apache.catalina.realm.UserDatabaseRealm.start(UserDatabaseRealm.java:253)
INFO | jvm 1 | 2008/08/12 13:35:45 | at org.apache.catalina.core.ContainerBase.start(ContainerBase.java:1037)
INFO | jvm 1 | 2008/08/12 13:35:45 | at org.apache.catalina.core.StandardEngine.start(StandardEngine.java:443)
INFO | jvm 1 | 2008/08/12 13:35:45 | at org.apache.catalina.core.StandardService.start(StandardService.java:516)
INFO | jvm 1 | 2008/08/12 13:35:45 | at org.apache.catalina.core.StandardServer.start(StandardServer.java:710)
INFO | jvm 1 | 2008/08/12 13:35:45 | at org.apache.catalina.startup.Catalina.start(Catalina.java:57
INFO | jvm 1 | 2008/08/12 13:35:45 | at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)
INFO | jvm 1 | 2008/08/12 13:35:45 | at sun.reflect.NativeMethodAccessorImpl.invoke(Unknown Source)
INFO | jvm 1 | 2008/08/12 13:35:45 | at sun.reflect.DelegatingMethodAccessorImpl.invoke(Unknown Source)
INFO | jvm 1 | 2008/08/12 13:35:45 | at java.lang.reflect.Method.invoke(Unknown Source)
INFO | jvm 1 | 2008/08/12 13:35:45 | at org.apache.catalina.startup.Bootstrap.start(Bootstrap.java:28
INFO | jvm 1 | 2008/08/12 13:35:45 | at org.apache.catalina.startup.Bootstrap.main(Bootstrap.java:413)
INFO | jvm 1 | 2008/08/12 13:35:45 | at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)
INFO | jvm 1 | 2008/08/12 13:35:45 | at sun.reflect.NativeMethodAccessorImpl.invoke(Unknown Source)
INFO | jvm 1 | 2008/08/12 13:35:45 | at sun.reflect.DelegatingMethodAccessorImpl.invoke(Unknown Source)
INFO | jvm 1 | 2008/08/12 13:35:45 | at java.lang.reflect.Method.invoke(Unknown Source)
INFO | jvm 1 | 2008/08/12 13:35:45 | at com.silveregg.wrapper.WrapperStartStopApp.run(WrapperStartStopApp.java:100)
INFO | jvm 1 | 2008/08/12 13:35:45 | at java.lang.Thread.run(Unknown Source)
INFO | jvm 1 | 2008/08/12 13:35:45 | 12.08.2008 13:35:44 org.apache.catalina.startup.Catalina start
INFO | jvm 1 | 2008/08/12 13:35:45 | SEVERE: Catalina.start:
INFO | jvm 1 | 2008/08/12 13:35:45 | LifecycleException: No UserDatabase component found under key UserDatabase
INFO | jvm 1 | 2008/08/12 13:35:45 | at org.apache.catalina.realm.UserDatabaseRealm.start(UserDatabaseRealm.java:261)
INFO | jvm 1 | 2008/08/12 13:35:45 | at org.apache.catalina.core.ContainerBase.start(ContainerBase.java:1037)
INFO | jvm 1 | 2008/08/12 13:35:45 | at org.apache.catalina.core.StandardEngine.start(StandardEngine.java:443)
INFO | jvm 1 | 2008/08/12 13:35:45 | at org.apache.catalina.core.StandardService.start(StandardService.java:516)
INFO | jvm 1 | 2008/08/12 13:35:45 | at org.apache.catalina.core.StandardServer.start(StandardServer.java:710)
INFO | jvm 1 | 2008/08/12 13:35:45 | at org.apache.catalina.startup.Catalina.start(Catalina.java:57
INFO | jvm 1 | 2008/08/12 13:35:45 | at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)
INFO | jvm 1 | 2008/08/12 13:35:45 | at sun.reflect.NativeMethodAccessorImpl.invoke(Unknown Source)
INFO | jvm 1 | 2008/08/12 13:35:45 | at sun.reflect.DelegatingMethodAccessorImpl.invoke(Unknown Source)
INFO | jvm 1 | 2008/08/12 13:35:45 | at java.lang.reflect.Method.invoke(Unknown Source)
INFO | jvm 1 | 2008/08/12 13:35:45 | at org.apache.catalina.startup.Bootstrap.start(Bootstrap.java:28
INFO | jvm 1 | 2008/08/12 13:35:45 | at org.apache.catalina.startup.Bootstrap.main(Bootstrap.java:413)
INFO | jvm 1 | 2008/08/12 13:35:45 | at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)
INFO | jvm 1 | 2008/08/12 13:35:45 | at sun.reflect.NativeMethodAccessorImpl.invoke(Unknown Source)
INFO | jvm 1 | 2008/08/12 13:35:45 | at sun.reflect.DelegatingMethodAccessorImpl.invoke(Unknown Source)
INFO | jvm 1 | 2008/08/12 13:35:45 | at java.lang.reflect.Method.invoke(Unknown Source)
INFO | jvm 1 | 2008/08/12 13:35:45 | at com.silveregg.wrapper.WrapperStartStopApp.run(WrapperStartStopApp.java:100)
INFO | jvm 1 | 2008/08/12 13:35:45 | at java.lang.Thread.run(Unknown Source)
INFO | jvm 1 | 2008/08/12 13:35:45 | 12.08.2008 13:35:44 org.apache.catalina.startup.Catalina start
INFO | jvm 1 | 2008/08/12 13:35:45 | INFO: Server startup in 179 ms
INFO | jvm 1 | 2008/08/12 13:35:46 | WrapperStartStopApp: start(args) end. Main Completed=false, exitCode=null
INFO | jvm 1 | 2008/08/12 13:35:46 | returned from listener.start()
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Thanks, I will choose time to try that migration and tell how it works.
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Hi all,
We try to use SysAID for several month as a pilote and have invested into project, but one annoying issue keeps us launching the application enterprise (Dalkia Estonia) wide.
Have tried to solve that via Sysaid own helpdesk, but no luck neither solution.
Issue: Sometimes SSO does not work. As we use it in limited pilot context I do not know how often it happens to end-users, but occasionally Administrators just cannot get in.
"Cannot get in" means that instead of SSO autologon (user is redirected transparently to their SysAID page) they get authentication window (it is like IE falls from NTLM to Basic authentication scheme). Providing domain credentials ther does not work and they are locked out. Other administrators may get in freely same time. Sometimes seems that restarting SysAid service on server or even the server OS cures the issue but not always.
Does anybody else had issues like that?
If you think you can help us, please read on, as I provide more interesting details.
Some context to our setting:
- Sysaid Sevrer is installed on WMVare virtual environment that hosts Windows 2003 server.
- SysAID version is 5.5.04, the same issue we had also before upgrading to that ver (do not remeber our exact version, but it was available in march 200.
- Database is MySQL, hosted o the same server.
- SSO is implemented against Windows 2003 AD
- Users and administrators are accessing SysAID with XP machines, IE 6 or 7 installed. Administrators have tried also access using Firefox. If all works, it works with Firefox too. If SSO failure occurs, neither browser work.
Discussions with SysAID helpdesk have covered many possible aspects but without success.
1) They always asked \SysAidServer\root\WEB-INF\logs folder what we have sent too. From discussions seems, that SysAID helpdesk people have sought problems mostly from sysaid.log, but nothing special is written there while SSO failure occurs. One suggestion they made was to increase number of allowed connections for MySQL. Currently max connections = 300. Nothing on MySQL side indicates problem that would be related to SSO issue. We tried to record all queries on SQL and found that if user can log in, then "normal" queries are there and if SSO failure occurs, nothing is queried from DB.
Also <dbPoolSettings> (serverConf.xml) were considered and revised and updated. No success.
2) Once they asked us to upgrade Tomcat what we did, current version is Apache Tomcat Version 6.0.16. No luck with our SSO issue.
3) AD security log was under question - what happens there during SSO failure. Our AD security log is recording both sucess and failure attempts. As suggested we tried different scenarios. AD security log indicates expected success records when successful logon occurs and also failure record when deliberately wrong username/password was used. But NOTHING recorded into AS Security log while SSO failures occurs. AD logon excrepts sent to SysAID helpdesk, but no solution.
Now I was trying to get Helpdesk personnel attention to one interesting thing, that might reveal the issue, but SysAID helpdesk never even commented my findings. These are following:
There is wrapper.log file in \SysAidServer\logs folder.
Exactly when SSO failure happens I discovered a record there:
I just googled the message and got interesting information about jcifs module that seemed to mach my situation quite well. My understanding was that jcifs module was responsible for NTLM authentication against AD that SSO in SysAID implemented.
SysAID helpdesk ignored my questions "Have you considered jcifs module fault (discussed widely http://lists.samba.org/archive/jcifs/)" neither did not answer about the version of jcifs version used in SysAID libraries.
I have sought on my own to find possible solutions and I am quite sure that my issue is related to jcifs module. Can anybody suggest ideas if you have had similar issue?
Thanks
Alland
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Not full but most of interface is translated. Did it for ourselves but if somebody wants to use or continue jus go for it.
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