Question

Login to Pega not possible. please assist asap.

Hi Team,

please advice on below.

There is issue with pega login with one of the user (user_id : xyz). however we have analyse logs with normal user (user_id: abc " who is able to login successfully.). please find below analysis.

1- user "abc" and "xyz" both generated and valid in pega database checked by using below.

select * FROM ADVANTAGE.USER_DEFINITION U WHERE U.USER_ID IN ( "abc", "xyz")

we could see both users are valid/present in database. also correct credentials given while login to PMD.

2- we also see pega is fetching user credential/profile details entry from "Vantage.init" file correctly. this can be seen by below logs.

Vantage.init logs for "xyz"

7760: V2 ConnectForLoginVariables-Using Server : dbkpcdccmd01.rze.de.db.com Connection : CDMOUT User : zwd090 GLOBAL FUNCTIONS :: ConnectForLoginVariables-Using Server : dbkpcdccmd01.rze.de.db.com Connection : CDMOUT User : xyz
17760: V2 Variable setting for VenvUseVantageAccount returned : False GLOBAL FUNCTIONS :: Variable setting for VenvUseVantageAccount returned : False
17760: V2 Variable setting for VenvUserAccount returned : Geh55NeMA1yY4RWXAAY6Vg== GLOBAL FUNCTIONS :: Variable setting for VenvUserAccount returned : XXXXXXXXXXXXXXX_xyz==

Vantage.init logs for "abc"

17288: V2 ConnectForLoginVariables-Using Server : dbkpcdccmd01.rze.de.db.com Connection : CDMOUT User : i2q160 GLOBAL FUNCTIONS :: ConnectForLoginVariables-Using Server : dbkpcdccmd01.rze.de.db.com Connection : CDMOUT User : abc
17288: V2 Variable setting for VenvUseVantageAccount returned : False GLOBAL FUNCTIONS :: Variable setting for VenvUseVantageAccount returned : False
17288: V2 Variable setting for VenvUserAccount returned : mrJnSczO+oBHqaiqb37Icw== GLOBAL FUNCTIONS :: Variable setting for VenvUserAccount returned : XXXXXXXXXXXXXXXX_abc==

Note: XXXXXXXXXXXXXXXX_abc== and XXXXXXXXXXXXXXXX_xyz== is being fetched fine from "Vantage.init" file while login to Pega marketting director (PMD)

3-

3- only strange point encountered is when user ""xyz"" tryes to login to PMD then one line gets added (17760: V2 OK.:30406 -8 )in logs like below however its not in case of user "abc" login.

17760: V2 Method : PrV2App.clsLPConnection ViewId Entered GLOBAL FUNCTIONS :: Method : PrV2App.clsLPConnection ViewId Entered

17760: V2 Method : PrV2App.clsLPConnection ViewId Exited GLOBAL FUNCTIONS :: Method : PrV2App.clsLPConnection ViewId Exited

17760: V2 OK.:30406 -8

17760: V2 Method : PrV2App.clsLPConnection ViewId Entered GLOBAL FUNCTIONS :: Method : PrV2App.clsLPConnection ViewId Entered

17760: V2 Method : PrV2App.clsLPConnection ViewId Exited GLOBAL FUNCTIONS :: Method : PrV2App.clsLPConnection ViewId Exited

just attaching logs in same comment. please assist what needs to be done to fix login access.

asap response much appriciated. Thanks for support!

Regards,

Sarvesh

Comments

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September 16, 2019 - 1:15pm

Hi Sarvesh,

 

Could you please login with some other user(abc) and then check for the non working operator (xyz) if it is disabled or not. 

What message do you see in the login page when you are trying to login?

Also you haven't attached the Pega-RULES log.

September 16, 2019 - 1:54pm
Response to Vikash Karn

Hi Vikash,

i have updated logs. in same comment. 

user is getting below error.

" your job profile stored in the system is not for manual closing completion of acqusition "

September 16, 2019 - 2:15pm
Response to Vikash Karn

Hi Vikash,

can you please tell where i can find Pega-RULES log. is there any table or any directory/path/location on unix server ? if yes so please assist so that we can provide you more details to you. thanks for your response. 

Regards,

sarves

September 16, 2019 - 2:47pm
Response to sarveshwers

You can check the Pega-RULES log in below path:
Designer Studio > System  > Operations > Logs

Did you check in the designer studio if the operator is enabled or not?

 

September 16, 2019 - 3:44pm
Response to Vikash Karn

Hi Vikas,

i am using "chordiant marketting director" tool. version 6.6.3

can you please let me know where i can find Pega_RULS.logs in this application ?

as i am not able to find Designer Studio > System  > Operations > Logs  in it. 

your reply much appriciated. thanks!

Regards,

sarvesh

September 16, 2019 - 4:19pm
Response to sarveshwers

Hi Sarvesh,

I was not knowing that this is a chordiant environment. I don't have any experience in chordiant. May be someone with chordiant expertise can help you.

 

Pega
September 16, 2019 - 10:00pm

Hi,

Is xyz a new operator that you have configured in Vantage.init file using the same configuration as abc?

Pega
September 16, 2019 - 10:04pm

Also, please share the following details:

 - The tech stack of your environment

 - Provide the login credentials, and the server address/IP, then continue pressing tab button in keyboard until you see an error. Please share the screenshot of this error.

Pega
September 17, 2019 - 12:07am

Hi Sarvesh,

Seems to be some issue with the password given. Please let me know the steps followed for creating the user "zwd090" at DB side? Also share the latest Vantage.init file.

********************************

17760: V2 DisplayLoginError : Your database user name and/or password is incorrect. Please retype your user name and/or password GLOBAL FUNCTIONS :: DisplayLoginError : Your database user name and/or password is incorrect. Please retype your user name and/or password
11936: SCClient Information: 1 : NamedTimer: OnTimerTick timeToRemindRequired, next period interval = 2250 milliseconds (Microsoft.SoftwareCenter.Client.Common.NamedTimer at OnTimerTick)
17760: V2 Method : modLPCommon Connect Exited GLOBAL FUNCTIONS :: Method : modLPCommon Connect Exited
****************************

 

Regards,

Srini

 

September 17, 2019 - 8:21am

Hi Srini,

 

Thanks for your reply...

please find below update for further investigation.

 

1- we have validated vantage entry and its correct in system. and also its present in logs itself. please find below logs for vantage. 

 

Tool is fetching correct vantage for user zwd090:

--------------------------------------------------

17760: V2 ConnectForLoginVariables-Using Server : dbkpcdccmd01.rze.de.db.com Connection : CDMOUT User : zwd090 GLOBAL FUNCTIONS :: ConnectForLoginVariables-Using Server : dbkpcdccmd01.rze.de.db.com Connection : CDMOUT User : zwd090

17760: V2 Variable setting for VenvUseVantageAccount returned : False GLOBAL FUNCTIONS :: Variable setting for VenvUseVantageAccount returned : False

17760: V2 Variable setting for VenvUserAccount returned : Geh55NeMA1yY4RWXAAY6Vg== GLOBAL FUNCTIONS :: Variable setting for VenvUserAccount returned : Geh55NeMA1yY4RWXAAY6Vg==

 

2- As you provided below error logs for login attempt by invalid credentials . So just to make you aware like this was  "intentionally negative test " was performed to check wather user created correctly on database or not. 

   after anlysing/validating user on database. we asked user to login with correct credentials. please find below logs. 

    

Logged in with correct credentials( line starting from 17760 ): 

----------------------------------------------------------------------------------

The login settings used were:

User name: zwd090

Server name / IP address: dbkpcdccmd01.rze.de.db.com

DB Connection: CDMOUT

Error found (-8)

Unknown login error. Please contact your system administrator GLOBAL FUNCTIONS :: DisplayLoginError : There has been an error during login. Please contact your system administrator

The login settings used were:

User name: zwd090

Server name / IP address: dbkpcdccmd01.rze.de.db.com

DB Connection: CDMOUT

Error found (-8)

Unknown login error. Please contact your system administrator

1936: SCClient Information: 1 : NamedTimer: OnTimerTick timeToRemindRequired, next period interval = 2250 milliseconds (Microsoft.SoftwareCenter.Client.Common.NamedTimer at OnTimerTick)

11936: SCClient Information: 1 : NamedTimer: OnTimerTick timeToRemindRequired, next period interval = 2250 milliseconds (Microsoft.SoftwareCenter.Client.Common.NamedTimer at OnTimerTick)

11936: SCClient Information: 1 : NamedTimer: OnTimerTick timeToRemindRequired, next period interval = 2250 milliseconds (Microsoft.SoftwareCenter.Client.Common.NamedTimer at OnTimerTick)

11936: SCClient Information: 1 : NamedTimer: OnTimerTick timeToRemindRequired, next period interval = 2250 milliseconds (Microsoft.SoftwareCenter.Client.Common.NamedTimer at OnTimerTick)

11936: SCClient Information: 1 : NamedTimer: OnTimerTick timeToRemindRequired, next period interval = 2250 milliseconds (Microsoft.SoftwareCenter.Client.Common.NamedTimer at OnTimerTick)

11936: SCClient Information: 1 : NamedTimer: OnTimerTick timeToRemindRequired, next period interval = 2250 milliseconds (Microsoft.SoftwareCenter.Client.Common.NamedTimer at OnTimerTick)

11936: SCClient Information: 1 : NamedTimer: OnTimerTick timeToRemindRequired, next period interval = 2250 milliseconds (Microsoft.SoftwareCenter.Client.Common.NamedTimer at OnTimerTick)

11936: SCClient Information: 1 : NamedTimer: OnTimerTick timeToRemindRequired, next period interval = 2250 milliseconds (Microsoft.SoftwareCenter.Client.Common.NamedTimer at OnTimerTick)

11936: SCClient Information: 1 : NamedTimer: OnTimerTick timeToRemindRequired, next period interval = 2250 milliseconds (Microsoft.SoftwareCenter.Client.Common.NamedTimer at OnTimerTick)

11936: SCClient Information: 1 : NamedTimer: OnTimerTick timeToRemindRequired, next period interval = 2250 milliseconds (Microsoft.SoftwareCenter.Client.Common.NamedTimer at OnTimerTick)

11936: SCClient Information: 1 : NamedTimer: OnTimerTick timeToRemindRequired, next period interval = 2250 milliseconds (Microsoft.SoftwareCenter.Client.Common.NamedTimer at OnTimerTick)

11936: SCClient Information: 1 : NamedTimer: OnTimerTick timeToRemindRequired, next period interval = 2250 milliseconds (Microsoft.SoftwareCenter.Client.Common.NamedTimer at OnTimerTick)

17760: V2 Method : modLPCommon Connect Exited GLOBAL FUNCTIONS :: Method : modLPCommon Connect Exited

17760: V2 Method : uclLogin CommandLoginClicked Exited GLOBAL FUNCTIONS :: Method : uclLogin CommandLoginClicked Exited

 

Logged in with incorrect credentials( B/W line 17760 to 11936):  Negative testing was done.

--------------------------------------------------------------------------------------------

17760: V2 Method : modLPCommon SaveConnectionSettings Exited GLOBAL FUNCTIONS :: Method : modLPCommon SaveConnectionSettings Exited

17760: V2 DisplayLoginError : Your database user name and/or password is incorrect. Please retype your user name and/or password GLOBAL FUNCTIONS :: DisplayLoginError : Your database user name and/or password is incorrect. Please retype your user name and/or password

11936: SCClient Information: 1 : NamedTimer: OnTimerTick timeToRemindRequired, next period interval = 2250 milliseconds (Microsoft.SoftwareCenter.Client.Common.NamedTimer at OnTimerTick)

17760: V2 Method : modLPCommon Connect Exited GLOBAL FUNCTIONS :: Method : modLPCommon Connect Exited

17760: V2 Method : uclLogin CommandLoginClicked Exited GLOBAL FUNCTIONS :: Method : uclLogin CommandLoginClicked Exited

11936: SCClient Information: 1 : NamedTimer: OnTimerTick timeToRemindRequired, next period interval = 2250 milliseconds (Microsoft.SoftwareCenter.Client.Common.NamedTimer at OnTimerTick)

11936: SCClient Information: 1 : NamedTimer: OnTimerTick timeToRemindRequired, next period interval = 2250 milliseconds (Microsoft.SoftwareCenter.Client.Common.NamedTimer at OnTimerTick)

11936: SCClient Information: 1 : NamedTimer: OnTimerTick timeToRemindRequired, next period interval = 2250 milliseconds (Microsoft.SoftwareCenter.Client.Common.NamedTimer at OnTimerTick) 

 

 

Additionally if you see "17760: V2 OK.:30406 -8" is extra like we are getting for unsuccessfull login attaemt of user "zwd090" which is not the case with user "i2q090".

we have also attached vantage.init screen shot for user "zwd090". kindly have look and assist further.

Thanks for your help.

please assist what need to be done next......? 

 

Regards,

Sarvesh

Pega
September 18, 2019 - 10:08pm

Hi Sarvesh,

Seems to be some issues with DB user account creation. Can you please raise a Support ticket for further analysis and resolution.

Regards,

Srini

 

 

September 19, 2019 - 1:59am
Response to raos

Hi @sarveshwers - 

As suggested, create an SR for the query. Once you do so, share the SR# here for us to connect this query to the SR. It helps the engineer working on the issue.

Thanks.

Vidyaranjan | Community Moderator | Pegasystems Inc.

September 24, 2019 - 4:36am

Hi Srini,

can you please guide me where i can raise SR ? 

any link or URL ?

 

Regards,

sarvesh

Pega
September 24, 2019 - 4:55am
Response to sarveshwers

Hi,

You can raise it through your My Support Portal (MSP).

September 24, 2019 - 5:12am
Response to Srinivas21

Hi Srini,

i have attached screen shot for support request. kindly check and confirm if its correct page to raise request. 

but i am not getting any new/submit button to submit request.

should I have any special access to do this ?

Regards,

sarvesh

Pega
September 24, 2019 - 5:38am
Response to sarveshwers

Hi Sarvesh,

To create, update, and view Support Requests (SRs), PDN registrants (users) must be linked with an account and specifically authorized with one or more support roles. The process of adding a PDN registrant to the list of Support Contacts for an account and granting them a support role is generally referred to as Support Contact Linking. This process may also be referred to as Support Contact Association. Please contact with your Administrators.

Thanks

Mod
September 24, 2019 - 5:40am
Response to sarveshwers

Hi Sarvesh,

Yes, you are required to be affliated/linked to your organization/account. A support admin has the access to do that for you. Please reach out to your Pega Account Executive to get this access. You could also check within your team to see if anyone has affliation and they can create an SR for you.

Regards,

Lochana | Community Moderator | Pegasystems Inc.