Chat now with support
Chat with Support

One Identity Safeguard for Privileged Passwords 2.5 - Administration Guide

Introduction System requirements Installing the One Identity Safeguard for Privileged Passwords desktop client Setting up Safeguard for Privileged Passwords for the first time Getting acquainted with the console Privileged access requests Toolbox Accounts Account Groups Assets Asset Groups Directories Entitlements Partitions Settings
Access Request settings Appliance settings Asset Management settings Backup and Retention settings Certificate settings Cluster settings External Integration settings Messaging settings Profile settings Access settings Sessions settings
Users User Groups Disaster recovery and clusters Administrator permissions Preparing systems for management Troubleshooting Frequently asked questions
How do I access the API How do I audit transaction activity How do I configure external federation authentication How do I manage accounts on unsupported platforms How do I modify the appliance configuration settings How do I prevent Safeguard for Privileged Passwords messages when making RDP connections How do I see which assets and/or accounts are governed by a profile How do I set the appliance system time How do I setup discovery jobs How do Safeguard for Privileged Passwords database servers use SSL What are the access request states What do I do when an appliance goes into quarantine What is required for One Identity Safeguard for Privileged Passwords, embedded sessions module What is required to integrate with Starling Identity Analytics & Risk Intelligence What needs to be set up to use Application to Application What role-based email notifications are generated by default When does the rules engine run for dynamic grouping and tagging Why did the password change during an open request Why join Safeguard for Privileged Passwords to One Identity Starling
Safeguard Desktop Player Appendix: Safeguard ports

Replica not adding

If you receive a persistent message that says, "An internal request has timed out..." when you attempt to add an appliance to a cluster, ensure that the appliance is at the same version of Safeguard for Privileged Passwords as the primary. All members of a cluster must be the same.

System services did not update or restart after password change

If the system services do not update or restart after an automatic password change, first check your audit logs in the Activity Center.

Note: You can also check the Support Bundle logs.

If the audit logs do not adequately explain the problem, then check the options on the Change password tab of the profile that governs the service account. For more information, see Creating a partition profile.

For service accounts that run system services or scheduled system tasks, verify the options on the profile's Change password tab that enable or disable automatic service update, or restart. You must update the Change Password Setting to change these options. For more information, see Change Password.

SPP to SPS join issues

In addition to the monitoring tools in Safeguard for Privileged Passwords, you can use the monitoring and troubleshooting tools in Safeguard for Privileged Sessions (SPS) during the join process. Several SPS tools are described below.

Join process fails and real-time monitoring

If the join process fails for any reason, consult the system logs.

To view the Safeguard for Privileged Sessions logs, navigate to Basic Settings | Troubleshooting | View log files.

To show only the logs for the join process:

  1. Select a Logtype of syslog.
  2. Select the Day; today is the default.
  3. In the Show only messages containing text box, enter spp-join.

Use the buttons at the bottom of the dialog to perform the following tasks:

  • To download the log file, click Download.
  • To follow the current log messages real-time, click Tail. The latest logs will update in a browser window while you interact with the join process.
  • To display the log messages, click View.

To increase the level of detail in the log, enable debug level logging at Basic Settings | Management | Debug logging | Enable debug logs.

Join successful but connections do not work

When SPP and SPS report a successful join, but the connections don't work, view the SPS connection logs.

In Safeguard for Privileged Sessions, navigate to Basic Settings | Troubleshooting | View log files.

To show only the logs for the join process:

  1. Select a Logtype of ssh or rdp.
  2. Select the Day (today is the default).
  3. In the Show only messages containing text box, enter spp-join.

To change the verbosity level of SPS, complete the following steps in Safeguard for Privileged Sessions:

  1. Navigate to the Global Options page of the traffic for which you want to change the log level. For example, go to SSH Control | Global Options to change the log level of SSH traffic, RDP Control | Global Options for remote desktop traffic, and so on.

  2. Select the desired log level from the Verbosity level field. The verbosity level ranges from 1 (no logging) to 10 (extremely detailed), with level 4 being the default normal level.

CAUTION: High verbosity levels generate a very large amount of log messages and might result in a very high load on the machine. Log levels set around 9 to 10, may result in logs with highly sensitive data, for example, passwords in plain text format.

Testing network issues

In addition to using Safeguard for Privileged PasswordsDiagnostics tools, you can use Safeguard for Privileged Sessions tools to test network issues. The following commands are available:

  • ping: Sends a simple message to the specified host to test network connectivity.
  • traceroute: Sends a simple message from SPS to the specified host and displays all hosts on the path of the message. It is used to trace the path the message travels between the hosts.
  • connect: Attempts to connect the specified host using the specified port. It is used to test the availability or status of an application on the target host.

To execute one of the above commands, complete the following steps in Safeguard for Privileged Sessions:

  1. Navigate to Basic Settings | Troubleshooting.
  2. Enter the IP address or the hostname of the target host into the Hostname field of the command. For the Connect command, enter the target port into the TCP port field. Use an IPv4 address.
  3. Click the action button to execute the command.
  4. Check the results in the pop-up window. Log files are displayed in a separate browser window.
Creating an SPS Support Bundle

If you have an issue which needs Support assistance, you may be asked to provide an SPS Support Bundle. To collect system-state information (also known as a debug bundle) in Safeguard for Privileged Sessions:

  1. Navigate to Basic Settings | Troubleshooting | Create debug bundle for support ticket.
  2. Click Create and save debug bundle from current system state.
  3. Save the created zip file. The name of the file uses the debug_info-<hostname>YYYYMMDDHHMM format.

To collect information for a specific error, complete the following steps in Safeguard for Privileged Sessions :

  1. Navigate to Basic Settings | Troubleshooting | Create debug bundle for support ticket.

  2. Click Start.

    NOTE: Starting debug mode increases the log level of SPS, and might cause performance problems if the system is under a high load.

    For troubleshooting purposes, the logs can contain highly sensitive data, for example, passwords and keys in plain text format. If you are concerned about the presence of sensitive data, check the collected log files before submitting them to the Support Portal.

  3. Reproduce the event that causes the error, for example connect to a server.

  4. Click Stop.

  5. Click Save debug bundle and save the created zip file. The name of the file uses the debug_info-<hostname>YYYYMMDDHHMM format.

    SPS includes the configuration files of any plugins installed. Note that depending on the plugin, these configuration files can contain sensitive information, such as passwords or API keys. In this case, edit the plugin-related files in the plugins directory of the debug bundle and delete the sensitive information.

  6. Attach the file to your support ticket.

For more information, see the One Identity Safeguard for Privileged Sessions Administration Guide. Use this link to view the latest documentation: https://support.oneidentity.com/one-identity-safeguard-for-privileged-sessions/download-tech-doc.

SPP to SPS join error resolution

Common join error resolutions follow which may occur when joining Safeguard for Privileged Passwords (SPP) to Safeguard for Privileged Sessions (SPS).

Typo in SPP's address

  • ERROR: Request to https://192.0.2.123/RSTS/oauth2/token failed, response (HTTP 0):

    Error: <urlopen error [Errno 113] No route to host>

  • Resolution: Make sure that the correct address is entered in the IP address of SPP appliance: prompt.
Typo in SPP's address, the address is alive, but not an SPP

  • ERROR: Request to https://192.0.2.123/RSTS/oauth2/token failed, response (HTTP 404):

    b'<!DOCTYPE html><html...

  • Resolution: Make sure that the correct address is entered in the IP address of SPP appliance: prompt.
SPP's certificate does not match its IP address
  • ERROR: <class 'requests.exceptions.SSLError'>: HTTPSConnectionPool(host='192.0.2.123', port=443): Max retries exceeded with url: /service/a2a/v2/PsmValidation (Caused by SSLError(CertificateError("hostname '192.0.2.123' doesn't match '192.0.2.42'",),))
  • Resolution: Set up an SSL server certificate for SPP which matches its IP address in the certificate's Common Name or subjectAltName fields (see SSL Certificates) and retry joining. Wait about five minutes to let the timeout of the failed join request expire before starting a new join request after a failed incomplete one . (Alternatively, see Reversing the SPP to SPS join.)
Typo in SPP credentials
  • ERROR: Request to https://192.0.2.123/RSTS/oauth2/token failed, response (HTTP 400): 
{
    "error": "invalid_request",
    "error_description": "Access denied.",
    "success": false
}
  • Resolution: Make sure that the correct username and password are entered in the SPP username: and SPP password: prompts.
SPP is unable to connect to SPS with the given credentials

  • ERROR: Request to https://192.0.2.123/service/core/v2/Cluster/SessionModules failed, response (HTTP 400):

    {

    "Message": "Failed to verify the given credentials and SSL certificate."

    }

  • Resolution: Make sure that a working username and password are entered in the SPS User: and SPS User's password: prompts. The user must have at least read-only access to "REST server/REST configuration".
SPS is already joined to SPP
  • ERROR: Request to https://192.0.2.123/service/core/v2/Cluster/SessionModules failed, response (HTTP 400): 
{
    "Message": "The session connection has a missing, invalid, or non-unique value for Name."
}
Joining takes too long (more than five minutes)
  • ERROR: Request to https://192.0.2.123/service/a2a/v2/PsmValidation failed, response (HTTP 403): 
{
    "Code": 60108,
    "Message": "Authorization is required for this request.",
    "InnerError": null
}
  • Resolution: Make sure that SPS is not overloaded and try joining again.
Related Documents