Troubleshooting for BaseUI (Web Application)

These troubleshooting scenarios for the BaseUI web application cover issues such as website connectivity, login problems, user authorization, certificate errors, runbook import errors, entity model build failures, localhost redirection, identity server issues, unauthorized access, and website loading problems.

BigFix Runbook AI website took too long to respond

Table 1. Table 9 – Base UI: Scenario 1
Issue Description

BigFix Runbook AI website took too long to respond.

Figure 1. Figure 1 – Website not working
Modules Impacted Web Application
Probable Root Cause Issue with connectivity to the environment

Steps to resolve

Please ensure that the user is connected to the environment and has access to the website.

jm.Invalid Login Attempt on BigFix Runbook AI Website

Table 2. Table 10 - Base UI: Scenario 2
Issue Description

Invalid Login Attempt on BigFix Runbook AI Website.

Figure 2. Figure 2 – Login Attempt
Modules Impacted Web Application
Probable Root Cause Incorrect Password entered by user

Steps to resolve

  1. Ensure that correct user id and password are entered for login.
  1. Ensure that the installer file has been unzipped as per the defined procedure and all the contents have been extracted successfully.
  2. Refer to the log and exception files (available where the installer has been unzipped) for more information.

User Not Found while login

Table 3. Table 11 - Base UI: Scenario 3
Issue Description User Not Found while logging into the application
Modules Impacted Web Application
Probable Root Cause Issue with the user id used for login

Steps to resolve

  1. Log into BigFix Runbook AI using the Super Administrator credentials.
  1. Go to Organization User Management.
  2. Create new user using Add New option.
Figure 3. Figure 3 – Add New User
Figure 4. Figure 4 - Add New User (Cont.)

“SOAP Certificate Negotiation Failure”

Table 4. Table 12 - Base UI: Scenario 4
Issue Description Error message “SOAP Certificate Negotiation Failure” appears in Component Log Screen of BaseUI
Modules Impacted Web Application
Probable Root Cause HclTech.iautomate.Web certificate is not present in MMC Local Machine Trusted People.

Steps to resolve

  1. Although the certificate is installed by the installer when its exe runs but verify if the same is present in the system.
  2. Press Win+R and type mmc. Click Ok.
    Figure 5. Figure 5 - Certificate
    Figure 6. Figure 6 - Certificate Wizard (cont.)
  3. Click File -> Add/Remove snap-in.
    Figure 7. Figure 7 - Certificate Wizard (cont.)
  4. Double Click on Certificates.
    Figure 8. Figure 8 - Certificate Wizard (cont.)
  5. Click Computer Account then click Next and then Click Finish. Then click Ok.
  6. Expand Certificates then expand Trusted People and Certificate.
  7. Verify that HclTech.iautomate.Web is present.
Figure 9. Figure 9 - Certificate Wizard (cont.)

User is not authorized to access BigFix Runbook AI

Table 5. Table 13 - Base UI: Scenario 5
Issue Description User is not authorized to access BigFix Runbook AI
Modules Impacted Web Application
Probable Root Cause Key Rotation Service (KRS) may not be working
Related Documentation Troubleshooting Steps for Key Rotation Service (KRS)

Steps to resolve

  1. To validate if KRS is working, go to URL http://<LB IP>:<port>/KeyManagement.svc. and ensure KRS WSDL is loading.
Figure 10. Figure 10 – Key Rotation Service
C:\Users\mishra_as\Pictures\a3.png
  1. If the user gets Bad Request message, it means that KRS is not working.
  2. Refer to Troubleshooting Steps for Key Rotation Service (KRS) (Web API component) for more information.

“Application Error Occurred” during runbooks import

Table 6. Table 14 - Base UI: Scenario 6
Issue Description

Error message “Application Error Occurred” under Manage Runbooks section while importing the runbooks.

Figure 11. Figure 11 – Application Error screen
Modules Impacted Recommend service, iParse, Generic Service, RBA Service, Release service
Probable Root Cause Pre-requisite Microsoft ACE OLEDB v12.0 not installed

Steps to resolve

Install Microsoft ACE OLEDB v12.0 on your machine.

Entity Model build unsuccessful

Table 7. Table 15 - Base UI: Scenario 7
Issue Description Entity Model build unsuccessful
Modules Impacted Recommend service, iParse, Generic Service, RBA Service, Release service
Probable Root Cause HCL.iAutomate.Entity service may not be running

Steps to resolve

  1. Press Win+R and type services.msc.
  1. Click OK to open the Windows Services.
Figure 12. Figure 12 - Entity Model Build Unsuccessful
C:\Users\vashistg\Desktop\iAutomate Documents\Component Troublshooting\Web10.JPG
  1. Check if the status of the service HCL.iAutomate.Entity is Running.
  2. If the service is running, then check logs in Environment Component Log for more information.

Localhost redirected too many times

Table 8. Table 16 - Base UI: Scenario 8
Issue Description

Localhost redirected you too many times

Figure 13. Figure 13 - Base UI Issue
C:\Users\vashistg\Desktop\iAutomate Documents\Component Troublshooting\Web11.JPG
Modules Impacted Web Application
Probable Root Cause HclTech.iautomate.Web certificate is not present

Steps to resolve

  1. Refer to the file global.aspx to see the exact error.
  1. If the error message is “Unable to connect to SQL Server session database’. The connection string (server='', database='ASPState') was returned by an instance of the IPartitionResolver type “iAutomateWeb.App_Code.ConnectionStringResolver”, this implies that either HclTech.iautomate.Web certificate is not present in MMC Local Machine Trusted People or the certificate is corrupted. Go to step 3.
  2. Refer to section “SOAP Certificate Negotiation Failure” to verify the presence of certificate.

Identity Server is not opening while login

Table 9. Table 17 - Base UI: Scenario 9
Issue Description

Identity Server is not opening while user is trying to login into BigFix Runbook AI

Figure 14. Figure 14 - Identity Server is not opening
C:\Users\vashistg\Desktop\iAutomate Documents\Component Troublshooting\Proposed Troubleshooting for WebApplication Images\Web13.JPG
Modules Impacted Web Application
Probable Root Cause Identity Server URL is incorrect

Steps to resolve

Ensure that the identity server URL is correct.

Unauthorized Access while login

Table 10. Table 18 - Base UI: Scenario 10
Issue Description

Unauthorized Access while logging into BigFix Runbook AI

Figure 15. Figure 15 - Unauthorized Access while logging into BigFix Runbook AI
Modules Impacted Web Application
Probable Root Cause Login User Id and Identity Server User Id are not same

Steps to resolve

Enter the same login user id in Identity server that is used for logging into BigFix Runbook AI.

Not Able to load css /js of website

Table 11. Table 19 - Base UI: Scenario 11
Issue Description

Not Able to load css /js of website when site on load Balancer.

Figure 16. Figure 16 - Site

Press F12 and see if below error exists on console.

Figure 17. Figure 17 – Base UI Error
Modules Impacted Web Application
Probable Root Cause Port forwarding in Load balancer should be 443 to different port.

Steps to resolve

  1. Ensure that the correct Port forwarding is configured in Load balancer 443 to 443.
  1. Ensure that the Permission is given to BASEUI folder.

“Unauthorized: Access denied due to invalid credentials”

Table 12. Table 20 - Base UI: Scenario 12
Issue Description

Web Site is giving unauthorized access when opening from another site/Application.

Figure 18. Figure 18– Login Attempt
Modules Impacted Web Application
Probable Root Cause Due to invalid URL Referrer

Steps to resolve

  1. Search ValidUrlReferrer key in web.config of baseui site.
  1. Add valid URL of another site/application pipe separated as a value of key “ValidUrlReferrer”.

Unable to Login

Table 13. Table 21 - Base UI: Scenario 13
Issue description Unable to login because the account has been locked
Modules impacted Web application
Probable root cause

Admin is locked

Figure 19. Figure 19 – Account Lock out error
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Steps to resolve

1. Select * from UserMaster.

2. Update UserMaster set NoOfUnsuccessfulAttempts='0' where UserId='1'

SAML user is unable to Login

Table 22 - Base UI: Scenario 13

Issue description SAML user is unable to login.
Modules impacted Web application
Probable root cause

After user enters the email id and clicks Next, either redirects to Home.aspx or redirects back to Login.aspx.

Figure 20. Figure 20 – SAML User unable to login
Steps to resolve

1. Go to web.config file of BaseUI.

2. Find “sessionState mode="SQLServer" tag in the web.config.

3. Change the value of cookieSameSite= "Lax", if already present. If not add this field in the tag.

Eg: <sessionState mode="SQLServer" cookieSameSite="Lax" allowCustomSqlDatabase="true" partitionResolverType="iAutomateWeb.App_Code.ConnectionStringResolver" regenerateExpiredSessionId="true" compressionEnabled="true" useHostingIdentity="true" timeout="20" />