IBM Tivoli Monitoring > Version 6.3 Fix Pack 2 > Administrator's Guide > Use Tivoli Enterprise Portal user authorization

IBM Tivoli Monitoring, Version 6.3 Fix Pack 2

Troubleshooting logon error messages

Logon prompts and progress messages are displayed in the Logon window status bar. If a user cannot log on, a message is displayed.

If a user cannot log on, one of the following messages is displayed:

Failed connection to Tivoli Enterprise Portal Server

  1. On the system where the Tivoli Enterprise Portal Server is installed, click Start -> Programs -> IBM Tivoli Monitoring -> Manage Tivoli Monitoring Services.

  2. Optional: Right-click the Tivoli Enterprise Portal Server entry and click Change Startup. In the window that opens, select System Account and Allow Service to Interact with Desktop and click OK.

    This opens a command line window when the Tivoli Enterprise Portal Server is started and displays the internal commands.

  3. Ensure that the Tivoli Enterprise Portal Server is started:

    • If it is started, recycle it.

    • If it is stopped, start it.

  4. If you are still unable to connect, review the following information. If it does not apply to your situation, contact IBM Software Support.

If you are running in browser mode and going across networks to reach the Tivoli Enterprise Portal Server, it is possible the host name cannot be resolved by the network system. If this is the case, doing the following should resolve the problem:

  1. On the system where the Tivoli Enterprise Portal Server is installed, click Start -> Programs -> IBM Tivoli Monitoring -> Manage Tivoli Monitoring Services.

  2. Right-click the Tivoli Enterprise Portal Browser service and click Reconfigure.

  3. Change the host name to the IP address in two places:

    • In the Launch URL field, change hostname in http://hostname:15200 to the IP address of the Tivoli Enterprise Portal Server. For example, http://10.21.2.166:15200.

    • In the Host field, change the host name to the IP address of the Tivoli Enterprise Portal Server.

  4. Click OK.

  5. Start Tivoli Enterprise Portal browser mode using the IP address instead of the host name.

  6. If you are still unable to connect, contact IBM Software Support.

Logon password has expired

If the hub Tivoli Enterprise Monitoring Server is set to Validate Users, then passwords are required. Passwords must follow the security requirements of your organization. If this includes periodic password changes, you might get this message while attempting to log on to the portal server. Should this happen, you must change your system password before you can log on. For example, on Windows this means changing the password through the Administrative Tools User Accounts.

User authorization has failed -OR- Unable to process logon request

Tivoli Enterprise Portal uses the TEPS database to locally validate users. If your hub monitoring server is set for user validation (Windows default), the user ID is also validated at the monitoring server to verify the password.

The portal server did not validate the user credentials as entered. For the “Unable to process logon request” message, the portal server was able to validate the user credentials but did not complete the logon request. In either case, have the user try logging on again. If the message is displayed again, do the following:

  1. On the system where the monitoring server is installed, ensure that the server is running in Manage Tivoli Monitoring Services.

  2. If the monitoring server is running, ensure that the user ID has been defined in Tivoli Enterprise Portal: Click Administer Users, then find the ID in the Users list.

  3. If the user has been defined, check if host level security was turned on for the hub monitoring server and that the user ID has been authorized to the host environment:

    In Manage Tivoli Monitoring Services, right-click Tivoli Enterprise Monitoring Server, and click Reconfigure. If host level security has been configured, the Security: Validate User box is selected.

    If the monitoring server has been configured to Validate User, the user ID for Tivoli Enterprise Portal must also be added to the network domain user accounts or to the operating system where the monitoring server is installed, including a password.

    If non-ASCII characters were included in the user ID, they are not saved with the user ID.

  4. Try logging on to Tivoli Enterprise Portal with the user ID in question.

  5. If you cannot log on to Tivoli Enterprise Portal and the monitoring server is running properly, the problem might be with the Tivoli Enterprise Portal Server. Try recycling the portal server. If the user is still unable to log on, contact IBM Software Support.

This message is also displayed after a retry period of several minutes (the default is 10 minutes and can be changed through Manage Tivoli Monitoring Services) where the status bar shows Validating user credentials continuously. This can be a symptom that the monitoring server is stopped.


Parent topic:

Use Tivoli Enterprise Portal user authorization

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