Attempts to Log In to the VSM Client Fails

Publication Date:  2012-07-19 Views:  68 Downloads:  0
Issue Description
This describes how to isolate the causes to the failure in logging in to the VSM client.
Alarm Information
None.
Handling Process
None
Root Cause
   Step 1     If error messages are displayed, perform fault diagnosis based on the errors and recover from the problem.
                                Step 2     Check the server and ensure that the server is successfully started and that the server has sufficient free storage space.
                                Step 3     In the VSM client, choose Help > License Management > License Information to check the number of online users allowed by the license.
If the number of online users reach the limit allowed by the license, wait for online users to log out or upgrade the VSM license and try again.
                                Step 4     Check and recover the ODBC data source configuration on the VSM server as described in Step 3 in 20.22.1 Failure to Log In to the Database
                                Step 5     Check the server and client versions and ensure that they are of the same version.
                                Step 6     Check the communication protocols used by the server and client  and ensure that the server and the client are using the same communication protocol.

Run the ssl_adm -cmd query command on the server to check the communication mode of the server.
                                Step 7     Check the network connectivity between the server and client.
The minimum required bandwidth between the server and client is 2 Mbit/s and the packet loss ratio must be lower than 0.1%.
To check the connectivity between the server and the client ,on the client, run this command:
> ping -t IP address of the VSM server
                                Step 8     Check whether the communication ports used by the server and client are blocked by firewall or viruses. If the client installed on the same computer as the server can log in to the server but remote users cannot, check the communication ports and firewall settings.
                                Step 9     Check whether the IP address of the client is permitted by the ACL on the server.
If not, you cannot log in to the server from the client.

If NAT is used for the communication between the server and the client, ensure that the translated IP address of the client is permitted by the ACL on the server.
                            Step 10     Check whether the number of online users reaches the limit allowed by the license. For more information, see 5.13 Number of Connections Reaches the Maximum Limit During Login to a Client.
                            Step 11     If a user fails to log in more than three consecutive times, the user will be locked out.
If so, the user will be automatically unlocked after a specified period (30 minutes by default). The user can also be manually unlocked before the period expires by an administrative user who has the authority to unlock users. To unlock the user admin, execute the svc_releaseUser.exe file in D:\vsm\server\bin, enter admin, and press Enter.
                            Step 12     Log in to the VSM Maintenance Suite client and click the Process Monitor tab and check whether the Desktop Service Process and Security Process are started. If the processes are not started, manually start them.
                            Step 13     Check the date and time of the operating system and ensure that the date and time is the current date and time.
                            Step 14     Check the memory size of the server. If the memory size of the server is smaller than 8 GB, the maximum memory of the DS is 512 MB. In this case, the maximum number of allowed concurrent online users is 10. For more information, see 5.13 Number of Connections Reaches the Maximum Limit During Login to a Client.
                            Step 15     If the fault persists, contact the technical support personnel.
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Suggestions
None

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