OTRS 5 Login not working regulary
Moderator: crythias
OTRS 5 Login not working regulary
Hello!
We have an issue with the login to our OTRS. Our login suddenly stops working without any regularities. After some time the login works again without any actions performed by us. This error is totally random, neither we could find a way to reproduce it, nor there were any errors in our OTRS logs, apache logs or syslogs. The login simply doesn´t proceed with the message that the login credentials are invalid. We checked the AD, our Firewall, and our DNS settings, there seems to be no issue so far.
OTRS is running on a VM with Debian Jessie, our DC is running on Windows Server 2012 R2. We migrated our previous OTRS 3.0 from a dedicated machine to a VM and updated it in steps up to OTRS 5.
Does anybody have an idea where this issues comes from? Because of its randomness, it´s hard for us to grab any error here. I´d be very thankful for any ideas. I´ll glady provide any information that is required to resolve this issue.
Thanks alot in advance and best greetings!
We have an issue with the login to our OTRS. Our login suddenly stops working without any regularities. After some time the login works again without any actions performed by us. This error is totally random, neither we could find a way to reproduce it, nor there were any errors in our OTRS logs, apache logs or syslogs. The login simply doesn´t proceed with the message that the login credentials are invalid. We checked the AD, our Firewall, and our DNS settings, there seems to be no issue so far.
OTRS is running on a VM with Debian Jessie, our DC is running on Windows Server 2012 R2. We migrated our previous OTRS 3.0 from a dedicated machine to a VM and updated it in steps up to OTRS 5.
Does anybody have an idea where this issues comes from? Because of its randomness, it´s hard for us to grab any error here. I´d be very thankful for any ideas. I´ll glady provide any information that is required to resolve this issue.
Thanks alot in advance and best greetings!
Re: OTRS 5 Login not working regulary
Hi,
check your logs.
I make a lucky guess and say: Check your DNS
Florian
check your logs.
I make a lucky guess and say: Check your DNS
Florian
OTRS 8 SILVER (Prod)
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.
Re: OTRS 5 Login not working regulary
Hi Florian,
like I said, we already checked several logs and could not find any hint. Could you advise me what specific logs I should check? Maybe there are some more OTRS specific logs I did not check because I don´t know about them.
Best regards!
like I said, we already checked several logs and could not find any hint. Could you advise me what specific logs I should check? Maybe there are some more OTRS specific logs I did not check because I don´t know about them.
Best regards!
Re: OTRS 5 Login not working regulary
Hi,
your apache error log and the otrs log. This should be located in your syslog, depending on your Core::Log settings.
And it could be helpful to switch to Debug Mode Log Level for searching the error.
You also could past your log file (parts of it). Maybe someone here would find something useful
Regards
Florian
your apache error log and the otrs log. This should be located in your syslog, depending on your Core::Log settings.
And it could be helpful to switch to Debug Mode Log Level for searching the error.
You also could past your log file (parts of it). Maybe someone here would find something useful
Regards
Florian
OTRS 8 SILVER (Prod)
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.
Re: OTRS 5 Login not working regulary
Hello!
I could find something of interest in the logs. LDAP connection seems to be impossible from time to time. There are several entries like this in the corresponding logs.
/var/log/syslog
/var/log/apache2/error.log
Best regards and many thanks fo far.
I could find something of interest in the logs. LDAP connection seems to be impossible from time to time. There are several entries like this in the corresponding logs.
/var/log/syslog
Code: Select all
[b]Mar 21 17:38:24[/b] support OTRS-CGI-10[20944]: [Error][Kernel::System::CustomerUser::LDAP::_Connect][Line:198]: First bind failed! 80090308: LdapErr: DSID-0C0903D9, comment: AcceptSecurityContext error, data 775, v2580
Code: Select all
ERROR: OTRS-CGI-10 Perl: 5.14.2 OS: linux Time: Tue [b]Mar 21 17:38:24[/b] 2017
Message: First bind failed! 80090308: LdapErr: DSID-0C0903D9, comment: AcceptSecurityContext error, data 775, v2580
RemoteAddress: 10.0.128.16
RequestURI: /otrs/index.pl?Action=AgentTicketZoom;TicketID=20994
Traceback (20944):
Module: Kernel::System::CustomerUser::LDAP::_Connect Line: 198
Module: Kernel::System::CustomerUser::LDAP::CustomerUserDataGet Line: 804
Module: Kernel::System::CustomerUser::CustomerUserDataGet Line: 320
Module: Kernel::Modules::AgentTicketZoom::MaskAgentZoom Line: 1817
Module: Kernel::Modules::AgentTicketZoom::Run Line: 643
Module: Kernel::System::Web::InterfaceAgent::Run Line: 1054
Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2epl::handler Line: 40
Module: (eval) (v1.99) Line: 204
Module: ModPerl::RegistryCooker::run (v1.99) Line: 204
Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170
Module: ModPerl::Registry::handler (v1.99) Line: 31
Re: OTRS 5 Login not working regulary
Hi
Florian
is mostly wrong credentials.First bind failed
Florian
OTRS 8 SILVER (Prod)
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.
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Re: OTRS 5 Login not working regulary
775 tell you the account is locked.
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Re: OTRS 5 Login not working regulary
I can 100% assure that the credentials are correct. The issue occurs for all users at the same time. Either nobody or everybody can log in.wurzel wrote:Hi
is mostly wrong credentials.First bind failed
Florian
Locked in our AD? I guess this would have consequences for many more services we use. Nearly every authentification works trough our AD, so a locked account would result in many services not working for the user. Also it would mean that atleast all users using OTRS are randomly locked and unlocked at the same time.root wrote:775 tell you the account is locked.
Best regards!
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Re: OTRS 5 Login not working regulary
Yes locked. I trust my sources which never failed:tsch157 wrote: Locked in our AD? I guess this would have consequences for many more services we use. Nearly every authentification works trough our AD, so a locked account would result in many services not working for the user. Also it would mean that atleast all users using OTRS are randomly locked and unlocked at the same time.
http://www-01.ibm.com/support/docview.w ... wg21290631
http://wiki.servicenow.com/index.php?ti ... #gsc.tab=0
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
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Do you want to contribute or want to know where it goes ?
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Re: OTRS 5 Login not working regulary
root wrote:Yes locked - the bind user. I trust my sources which never failed:tsch157 wrote: Locked in our AD? I guess this would have consequences for many more services we use. Nearly every authentification works trough our AD, so a locked account would result in many services not working for the user. Also it would mean that atleast all users using OTRS are randomly locked and unlocked at the same time.
http://www-01.ibm.com/support/docview.w ... wg21290631
http://wiki.servicenow.com/index.php?ti ... #gsc.tab=0
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Re: OTRS 5 Login not working regulary
Ok, so we need to find the reason why the users are obviously locked and unlocked randomly at the same time. Thanks so far for your help. So the error is not within OTRS or the Linux VM.
Best regards!
Best regards!
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Re: OTRS 5 Login not working regulary
I did not said the users were locked. Your posted error tells that the bind user of OTRS is locked.tsch157 wrote:Ok, so we need to find the reason why the users are obviously locked and unlocked randomly at the same time. Thanks so far for your help. So the error is not within OTRS or the Linux VM.
Best regards!
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO
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Re: OTRS 5 Login not working regulary
And you were right! Thanks alot.root wrote:I did not said the users were locked. Your posted error tells that the bind user of OTRS is locked.tsch157 wrote:Ok, so we need to find the reason why the users are obviously locked and unlocked randomly at the same time. Thanks so far for your help. So the error is not within OTRS or the Linux VM.
Best regards!