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Cisco Security Manager

"Error - Login Failed. The client cannot connect to the Authentication service" Error Message Troubleshooting on the CSM

Document ID: 116183

Updated: Jun 26, 2013

Contributed by Corey Lawrence and David Houck, Cisco TAC Engineers.

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Introduction

This document describes how to resolve the Error - Login Failed. The client cannot connect to the Authentication service error message on the Cisco Security Manager (CSM).

Note: This document focuses on a common problem that is encountered on the CSM Version 4.3 (CSM 4.3); however, it is possible that the same problem and solution applies to other versions as well.

Problem

Users are unable to log into the CSM client application and encounter one or both of these error messages:

  • Error - Login Failed. The client cannot connect to the Authentication service
  • Login URL access is forbidden

Additionally, attempts to log into the CiscoWorks/Prime web GUI might generate this error message:

403 - Forbidden Error

Solution

Complete the steps that are described in this section in order to re-register the Apache service on the CSM server. The CSM client application uses the Apache service in order to log in.

  1. On the CSM server, navigate to Start > Run... > services.msc in order to open the Microsoft Windows Services console.

  2. Ensure that the Startup Type for all of the CSM services is set to Manual (except for the Cisco Security Manager Daemon Manager (CRMDmgtd) service, which should be set to Automatic).

  3. Stop the Cisco Security Manager Daemon Manager (CRMDmgtd) service, and wait for it to stop all of the dependent services.

  4. Navigate to Start > All Programs > Accessories > Command Prompt, right-click the Command Prompt shortcut, and choose Run as administrator in order to open a privileged command prompt.

  5. Enter this command in order to manually unregister the CSM Apache service:
    pdreg -u Apache
  6. Enter this command in order to manually re-register the CSM Apache service:
    pdreg -r Apache -e "C:\PROGRA~2\CSCOpx\MDC\Apache\bin\Apache.exe" -f "-d
    C:\PROGRA~2\CSCOpx\MDC\Apache -D SSL" -d Tomcat

    Note: The path must be input in DOS 8.11 format. For example, C:\PROGRA~2 instead of C:\Program Files (x86). On 64-bit versions of Microsoft Windows, the CSM root directory default location is C:\PROGRA~2\CSCOpx; on 32-bit versions of Microsoft Windows, the CSM root directory default location is C:\PROGRA~1\CSCOpx.

  7. Enter this command in order to re-generate the Secure Sockets Layer (SSL) certificate for the CSM:
    cd C:\Progra~2\CSCOpx/MDC/Apache
    gencert.bat
  8. Restart the Cisco Security Manager Daemon Manager (CRMDmgtd) service, and wait for it to restart all of the dependent services.

Related Information

Updated: Jun 26, 2013
Document ID: 116183