22 Troubleshooting Adaptive Strong Authenticator

This chapter describes common troubleshooting issues and tips to resolve them. The following topics are covered:

22.1 Server, URL, and Port Problems

A large majority of potential problems related to the Adaptive Risk Manager Online system are due to incorrect settings within client-specific properties files.

When troubleshooting a problem relating to an Adaptive Risk Manager Online installation, ensure that the following two general problems have been addressed:

Check that the port settings are correct.
Check the URL to the Web services.

22.2 Adaptive Strong Authenticator Key Pad Troubleshooting

KeyPad does not display.

Check the property:

bharosa.authentipad.image.url=kbimage?action=kbimage&

Make certain that the client application is pointing to the correct server application.

Buttons stop jittering.

Someone has changed the keypad settings. Check with your server personnel regarding property modifications they may have made.

Same image displayed to all users.

Check the properties file to make sure that the backgrounds directory setting is correct.

No image displayed in pad background.

User may have images disabled in the browser.
Users image may have been deleted from the backgrounds directory.
Check the properties file to make sure that the backgrounds directory setting is correct.
Check that Adaptive Risk Manager Online is configured to assign images for personalization.

22.3 Change Password Feature Does Not Work

Oracle Adaptive Access Manager must be integrated with another application in order for the change password feature to work, as Oracle Adaptive Access Manager does not store user passwords. For this reason, when change password is attempted in standalone "test" mode there is no password to update.

22.4 Authorization Failure for SOAP Request by Adaptive Strong Authenticator

If you are unable to access Adaptive Strong Authenticator and an "Authorization Failure" error appears in your client log file, refer to Chapter 11, "Configuring SOAP/Web Services Access" for information on setting up SOAP/Web services access.