OTRS 5 Login not working regulary

Moderator: crythias

tsch157
OTRS newbie
Posts: 9
Joined: 20 Mar 2017, 11:45
OTRS Version?: OTRS 5

OTRS 5 Login not working regulary

Postby tsch157 » 20 Mar 2017, 12:00

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!

wurzel
OTRS guru
Posts: 2136
Joined: 08 Jul 2010, 22:25
OTRS Version?: 5.0.x

Re: OTRS 5 Login not working regulary

Postby wurzel » 20 Mar 2017, 12:17

Hi,

check your logs.


I make a lucky guess and say: Check your DNS

Florian
    OTRS 5.0.x mit ITSM, LAMP LIVE auf Ubuntu 14.04 LTS
    OTRS Business Solution™ 5 Managed Silver

    -- ich gebe keine Unterstützung für die Windows Installation :-) I don't support Windows installations :)
    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.

    tsch157
    OTRS newbie
    Posts: 9
    Joined: 20 Mar 2017, 11:45
    OTRS Version?: OTRS 5

    Re: OTRS 5 Login not working regulary

    Postby tsch157 » 20 Mar 2017, 12:19

    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!

    wurzel
    OTRS guru
    Posts: 2136
    Joined: 08 Jul 2010, 22:25
    OTRS Version?: 5.0.x

    Re: OTRS 5 Login not working regulary

    Postby wurzel » 20 Mar 2017, 12:43

    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
      OTRS 5.0.x mit ITSM, LAMP LIVE auf Ubuntu 14.04 LTS
      OTRS Business Solution™ 5 Managed Silver

      -- ich gebe keine Unterstützung für die Windows Installation :-) I don't support Windows installations :)
      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.

      tsch157
      OTRS newbie
      Posts: 9
      Joined: 20 Mar 2017, 11:45
      OTRS Version?: OTRS 5

      Re: OTRS 5 Login not working regulary

      Postby tsch157 » 22 Mar 2017, 09:42

      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

      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


      /var/log/apache2/error.log

      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


      Best regards and many thanks fo far.

      wurzel
      OTRS guru
      Posts: 2136
      Joined: 08 Jul 2010, 22:25
      OTRS Version?: 5.0.x

      Re: OTRS 5 Login not working regulary

      Postby wurzel » 22 Mar 2017, 09:59

      Hi

      First bind failed


      is mostly wrong credentials.

      Florian
        OTRS 5.0.x mit ITSM, LAMP LIVE auf Ubuntu 14.04 LTS
        OTRS Business Solution™ 5 Managed Silver

        -- ich gebe keine Unterstützung für die Windows Installation :-) I don't support Windows installations :)
        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.

        root
        Moderator
        Posts: 845
        Joined: 18 Dec 2007, 12:23
        OTRS Version?: 5.0.x
        Real Name: Roy Kaldung
        Company: Znuny Inc.
        Contact:

        Re: OTRS 5 Login not working regulary

        Postby root » 22 Mar 2017, 10:50

        775 tell you the account is locked.
        OTRS 4 /5 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

        You need professional services? Check out http://znuny.com/

        tsch157
        OTRS newbie
        Posts: 9
        Joined: 20 Mar 2017, 11:45
        OTRS Version?: OTRS 5

        Re: OTRS 5 Login not working regulary

        Postby tsch157 » 22 Mar 2017, 11:18

        wurzel wrote:Hi

        First bind failed


        is mostly wrong credentials.

        Florian


        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.

        root wrote:775 tell you the account is locked.


        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.

        Best regards!

        root
        Moderator
        Posts: 845
        Joined: 18 Dec 2007, 12:23
        OTRS Version?: 5.0.x
        Real Name: Roy Kaldung
        Company: Znuny Inc.
        Contact:

        Re: OTRS 5 Login not working regulary

        Postby root » 22 Mar 2017, 11:37

        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.


        Yes locked. I trust my sources which never failed:

        http://www-01.ibm.com/support/docview.wss?uid=swg21290631
        http://wiki.servicenow.com/index.php?title=LDAP_Error_Codes#gsc.tab=0
        OTRS 4 /5 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

        You need professional services? Check out http://znuny.com/

        root
        Moderator
        Posts: 845
        Joined: 18 Dec 2007, 12:23
        OTRS Version?: 5.0.x
        Real Name: Roy Kaldung
        Company: Znuny Inc.
        Contact:

        Re: OTRS 5 Login not working regulary

        Postby root » 22 Mar 2017, 11:38

        root wrote:
        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.


        Yes locked - the bind user. I trust my sources which never failed:

        http://www-01.ibm.com/support/docview.wss?uid=swg21290631
        http://wiki.servicenow.com/index.php?title=LDAP_Error_Codes#gsc.tab=0
        OTRS 4 /5 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

        You need professional services? Check out http://znuny.com/

        tsch157
        OTRS newbie
        Posts: 9
        Joined: 20 Mar 2017, 11:45
        OTRS Version?: OTRS 5

        Re: OTRS 5 Login not working regulary

        Postby tsch157 » 22 Mar 2017, 11:48

        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!

        root
        Moderator
        Posts: 845
        Joined: 18 Dec 2007, 12:23
        OTRS Version?: 5.0.x
        Real Name: Roy Kaldung
        Company: Znuny Inc.
        Contact:

        Re: OTRS 5 Login not working regulary

        Postby root » 22 Mar 2017, 17:01

        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!


        I did not said the users were locked. Your posted error tells that the bind user of OTRS is locked.
        OTRS 4 /5 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

        You need professional services? Check out http://znuny.com/

        tsch157
        OTRS newbie
        Posts: 9
        Joined: 20 Mar 2017, 11:45
        OTRS Version?: OTRS 5

        Re: OTRS 5 Login not working regulary

        Postby tsch157 » 24 Mar 2017, 11:10

        root wrote:
        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!


        I did not said the users were locked. Your posted error tells that the bind user of OTRS is locked.


        And you were right! Thanks alot.


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