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Collecting data for LDAP authentication problems in Content Manager OnDemand server

Question & Answer


Question

Collecting data for LDAP authentication problems in IBM® Content Manager OnDemand server. Gathering this information before contacting IBM Support will help speed the troubleshooting process.

Answer

If you have already contacted support, begin collecting LDAP authentication problems in OnDemand server data. Otherwise, read Collecting Data for Content Manager OnDemand first.

Collecting LDAP and OnDemand server specific information

  1. Collect the OnDemand server configuration files: ars.ini and ars.cfg. On Windows®, export the registry key, HKEY_LOCAL_MACHINE\SOFTWARE\IBM\OnDemand for WinNT\@SRV@_ARCHIVE instead, where ARCHIVE is the name of your OnDemand instance.

  2. Collect a screenshot showing the OnDemand server System Parameters by logging on to the OnDemand server through the OnDemand Administrator client and right-click->System Parameters on the OnDemand server in the left panel.

  3. Collect a text summary of the OnDemand userid having authentication problems by logging on to the OnDemand server through the OnDemand Administrator client, click on Users in the left panel, right-click->Summarize on the user in the right panel, check all options, and click Create.

  4. Provide your LDAP server and version.

  5. Enable OnDemand server trace, selecting the Error, Warning, Information, and Flow trace level reporting under the LDAP component, and recreating the issue. Instructions to enable trace can be found here.



  6. Gather the OnDemand System Log messages starting 5 minutes leading to and including the problem:
    1. Log on to the OnDemand Windows Client as an administrator.
    2. Open the System Log folder.
    3. Query the System Log using the date and time range.
    4. Copy and paste the messages into a text file.

  7. If requested by IBM Support, provide a screenshot of your LDAP explorer/browser showing the attribute and atrribute values from your LDAP server that are being used in the OnDemand LDAP configuration (ars.cfg). For example, one such tool is Active Directory Explorer. Another utility that can be used to output attribute and attribute values from your LDAP server is the ldapsearch tool.

  8. Send the following files to IBM Support:
    1. OnDemand configuration files: ars.ini, ars.cfg
    2. Screenshot of System Parameters
    3. Text summary of OnDemand userid
    4. LDAP server and version
    5. OnDemand server trace
    6. OnDemand System Log
    7. LDAP explorer/browser/ldapsearch output

What to do next
Once you have collected the preceding information, submit the diagnostic information to IBM Support. See Exchanging information with IBM Support.

[{"Product":{"code":"SSEPCD","label":"Content Manager OnDemand for Multiplatforms"},"Business Unit":{"code":"BU053","label":"Cloud & Data Platform"},"Component":"--","Platform":[{"code":"PF016","label":"Linux"},{"code":"PF025","label":"Platform Independent"},{"code":"PF033","label":"Windows"}],"Version":"9.5;9.0","Edition":"","Line of Business":{"code":"LOB45","label":"Automation"}}]

Document Information

Modified date:
23 June 2018

UID

swg21410647

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