When agents log in to the Agent Client system, the message "Failed to query the user authentication mode" is displayed.
1. Check whether the Agent Gateway and Agent Management service database can ping each other.
If yes, go to the next step.
If no, check the network between the Agent Gateway and the Agent Management service database to rectify the fault.
2. View the Agent Gateway logs.
a. Log in to the Agent Gateway as the elpis user.
b. View the logs.
tail -f /home/elpis/tomcat7/logs/catalina.out
3. If the error logs listed in Table 5-1 are found, rectify the fault accordingly.
Table 5-1 Troubleshooting method
4. If the fault still persists, obtain help through the channels described in Help Channels.
Network exceptions occur.
The connection between the Agent Gateway and the Agent Management service database fails.
The Agent Gateway fails to connect to the Agent Management system using the Java Messaging Service (JMS).
The Agent Gateway fails to access the Agent Management service database.