Login-Problems with AD and RDM from time to time
Hi together,
since a couple of weeks we have a reoccurring problem with the Remote Desktop Manager. From time to time it happens that we cannot login anymore into the datasource (Devolutions Server, MS SQL Database on another Server) at all, only after a complete OS restart it is possible to login again into the datasource. We had this problem at least since 12.0.8.0 (Server: 4.0.7.0) and now with 13.0.6.0 (Server: 4.7.1.0) as well. The message that we receive when this problem happens is "The username or password is incorrect", although the information was properly entered.
FYI, we do have an Active Directory connection for our user management and the users can login into other applications with their AD-User without any problems at the same time.
To find the source of the problem i enabled the debug logging in the datasource and checked the log, but so far i cannot do anything with that information that i found there.
As far as i can see the interesting part in the error log starts with this error (Attachment: RDM_log_2018.01.18_05_47PM.log) as far as i can tell the problems start from there and the error message is quite global (Invalid syntax). It then continues with this error (Attachment: RDM_log_2018.01.19_04_04AM.log) where the server is not reachable and the error "the server is not responding" gets logged (probably because of a backup-task in the night).
In the end i can see this error (Attachment: RDM_log_2018.01.19_06_12AM.log) where it tells me "UserName contains bad domain : RW" where RW is our domain name.
Since i wasn't able to find any information about the error messages above I'd like to ask here if you could help me resolve this problem.
Thanks a lot in advance!
Best regards,
Hermann
RDM_log_2018.01.19_04_04AM.log
RDM_log_2018.01.18_05_47PM.log
RDM_log_2018.01.19_06_12AM.log
Errorlog_Overview.png
All Comments (11)
Hello,
Could you please send us the DVLS Diagnostic report? This will send us your DVLS settings by email.
Best regards,
Érica Poirier
Hi Erica,
is there a possibility to send this diagnostics logs manually? Since our Devolutions Server is not connected to the internet at all I'm running into an error while trying to use the send function (Unable to connect to the remote server).
Best regards,
Hermann
Hello,
You could send me a print screen of Domain tab of the Server Settings dialog in a private message.
Best regards,
Érica Poirier
Server Settings Domain tab.png
Hello,
Thank you for the screen shot of the Domain tab.
You need to fill in the Administration credentials field with an AD account that has read permission on the AD structure. You could either use a domain administrator account or a service account. The account is required to do LDAP queries to get the AD user accounts information like AD group membership.
Best regards,
Érica Poirier
Server Settings Domain tab.png
Hi Erica,
thank you for your help, i configured the domain settings now to use the service AD-user that we created for this task. FYI, Until now it was setup to use the actual windows user to connect to the AD which also was the same service-user as we setup now.
Let's see how it works out, I'll keep you updated.
Best regards,
Hermann
Hi Erica,
today it happened again, no user was able to login into the datasource anymore until i restarted the server. The error messages are the same before so nothing changed. Do you have any other suggestions?
Best regards,
Hermann
Hello,
Sorry for the late reply.
Is it possible to send us at support@devolutions.net the detail of the logs of your DVLS instance when this issue happened? Be sure to include the detailed information of each error messages.
We will analyze the logs and see what we can do to help you with that annoying issue.
Best regards,
Érica Poirier
Hi Erica,
no problem at all, i will export the logs to and send them to the e-mail address.
Best regards,
Hermann
Hello,
Thank you for the DVLS logs.
I only see two different issues in the logs. One that is related to an incorrect username or password and I don't think it is not related to your issue.
The other error message is about an timeout issue with the SQL Server. The DVLS instance wasn't able to reach the SQL Server.
Does your SQL instance is hosted on a different machine than your DVLS instance? Do you have any other logs about a network issue between the DVLS computer and the SQL Server?
Best regards,
Érica Poirier
Hi Erica,
the database is indeed hosted on another machine, it is hosted on our SQL Cluster Installation and most probably the loss of connection in the night happens due to the backup of the vm and/or the database. But i am not really sure that this is the problem since the backup happens daily and the problem does not appear daily.
Also i think you might be wrong regarding the login-errors, due to the not working logins this errors are produced, it is no like the users enter their password wrong all the time. It might be helpful to organize a remote session to check the configuration together, what do you think?
Best regards,
Hermann
Hello,
Sure we could do a remote session. I will send you our online calendar by email so you can schedule an appointment at your convenience.
Best regards,
Érica Poirier