Login errors

System Administrator Guide for VSP 5000 Series
Version
90-09-2x
Audience
anonymous
Part Number
MK-98RD9009-16

The following table lists login errors and provides recommended actions for each error condition.

Error condition Probable cause / Recommended action
Failed to log in is displayed. Check that the user name and password are correct. If you forget your password, log in with the Security Administrator (View & Modify) and set a new password.

If you cannot log in even though you enter the correct user name and password, ask the administrator whether the account is locked or disabled.

When user account security policies are set, if you cannot log in even though you enter the correct user name and password, check the following probable causes:

  • The account is disabled due to expiration of the password.
  • The account is locked or disabled due to excessive login attempts.
  • The account is locked or disabled due to excessive login attempts caused by automatic authentication (such as API authentication).

    If the cause is determined, log in as a user that has the Security Administrator (View & Modify) role and take the corrective action.

  • If the account is locked, log in to the maintenance utility and then, in the Edit User dialog box, change the password and unlock the account.
  • If the account is disabled, log in to the maintenance utility and then, in the Edit User dialog box, enable the account. If the password has expired, also change the password.

When you are using an external authentication server such as LDAP, check the following:

  • The authentication server has been started.
  • The authentication server can be accessed from the SVP via the network
  • The user account has been established on the authentication server
  • The settings for the authentication server are correct.
  • The certificate used for communication with the external authentication server satisfies the requirements.

If the symptom recurs even after you correct the above settings, use the dump tool to collect HDvM - SN normal dump files to some recording media and then contact customer support.

If Hitachi Command Suite (HCS) is used, the certificate used for communication with the HCS server satisfies the requirements.

Changing the password failed. The new password might not comply with the password policies (for example, number of characters).

Specify a password that complies with the password policies.
The page is not displayed because of an invalid syntax error. Enter the URL of the desired SVP in the Trusted sites section of the Internet Options dialog box.
The HDvM - SN window is not displayed.

Make sure that the TLS setting of SVP and that of the browser are correct.

HDvM - SN does not start even with repeated attempts. Close all the web browser windows and then clear the web browser cache.

Use the Task Manager to check for "hung" or duplicate processes.

A network error occurred when you logged in to HDvM - SN. Close all dialog boxes and log in to the HDvM - SN again. If the same error occurs, check the network environment.
The login to a storage system from the Hitachi Command Suite server fails. If you change your password for a storage system, you need to change the information registered in Hitachi Command Suite. For details, see the section describing how to change storage system settings in the Hitachi Command Suite User Guide.

Check the number of tiers of the certificate chain to be used in Hitachi Command Suite. The maximum number supported is 20 tiers. Make sure to use a certificate in a certificate chain with no more than 20 tiers.
When starting HDvM - SN running in an Adobe AIR environment, the display goes gray and the login window does not open. Make sure that the TLS setting is enabled for the browser.
The login window does not open for HDvM - SN running on a web browser. Internet Explorer 11 might be used with Adobe Flash Player whose version is 10.0 or earlier. Confirm the version of Adobe Flash Player.

If you use Microsoft Edge, install Storage Device Launcher and run HDvM - SN in an Adobe AIR environment because Microsoft Edge does not support Adobe Flash Player.
An error (20121-107097) occurs and the HDvM - SN login fails. You might not have selected the cipher suites corresponding to the key type of the certificate on the TLS Security Settings dialog box.
  1. Connect to the Tool Panel dialog box via an HTTP connection, and enable all cipher suites.
  2. Make sure you can log in to Device Manager - Storage Navigator.
  3. Verify the settings of the cipher suites.
  4. The maximum number of tiers of the certificate chain is 20 tiers. Make sure to use a certificate in a certificate chain with no more than 20 tiers.
An error message "An error occurred during SVP processing." is displayed and the login to HDvM - SN cannot be performed. Retry the login to HDvM - SN.

If the login to HDvM - SN cannot be performed, collect the HDvM - SN normal dump files to media using the dump tool, and then contact customer support. For details about how to use the dump tool, see Downloading dump files using the Dump tool.