Avamar: Avamar Client Manager (/aam) loading webpage hangs on login
Summary: Avamar : Avamar Client Manager (/aam) loading webpage hangs on login. The login may never finish or take tens of minutes to complete.
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This article is not tied to any specific product.
Not all product versions are identified in this article.
Symptoms
Avamar : Avamar Client Manager (/aam) loading webpage hangs on login.
The login may never finish or take tens of minutes to complete.
The page may not timeout but leave you waiting a long time.
The login may never finish or take tens of minutes to complete.
The page may not timeout but leave you waiting a long time.
Cause
The cause for this issue may be split into two:
1. A large amount of remote servers added to a single Avamar Client Manager causing the load on the tomcat webserver to increase.
We can see a large amount of remote servers added to this one Avamar from the tomcat database axion_server table
2. A remote server with MCUser password issue
From the table output above, Avamar Server AVAMAR300.EX.COM had an issue with the MCUser password.
On the AVAMAR300.EX.COM, the MCS service was running and a login test with MCUser passed fine in the GUI as well as command-line.
Example:
We can see that although this looks fine, on the remote server AVAMAR300.EX.COM the mcserver.out log shows there is a clear issue with the MCUser password.
1. A large amount of remote servers added to a single Avamar Client Manager causing the load on the tomcat webserver to increase.
We can see a large amount of remote servers added to this one Avamar from the tomcat database axion_server table
psql -p 5556 emdb select id, lastcontact, axionsystemname from axion_server; id | lastcontact | axionsystemname ---------------+---------------------+------------------------------ 1629287858128 | 1969-12-31 19:00:00 | AVAMAR10.EX.COM 1629287980100 | 1969-12-31 19:00:00 | AVAMAR20.EX.COM 1629287647775 | 1969-12-31 19:00:00 | AVAMAR30.EX.COM 1629287949115 | 1969-12-31 19:00:00 | AVAMAR19.EX.COM 1660563561277 | 1969-12-31 19:00:00 | AVAMAR40.EX.COM 1629287597140 | 1969-12-31 19:00:00 | AVAMAR50.EX.COM 1629287775889 | 1969-12-31 19:00:00 | AVAMAR60.EX.COM 1629287812033 | 1969-12-31 19:00:00 | AVAMAR70.EX.COM 1629288006387 | 1969-12-31 19:00:00 | AVAMAR80.EX.COM 1629287515457 | 1969-12-31 19:00:00 | AVAMAR90.EX.COM 1 | 1969-12-31 19:00:00 | AVAMAR100.EX.COM 1629287732083 | 1969-12-31 19:00:00 | AVAMAR200.EX.COM 1629288102775 | 1969-12-31 19:00:00 | AVAMAR300.EX.COM 1662042283060 | 1969-12-31 19:00:00 | AVAMAR400.EX.COM 1651676768316 | 1969-12-31 19:00:00 | AVAMAR500.EX.COM (15 rows)
2. A remote server with MCUser password issue
From the table output above, Avamar Server AVAMAR300.EX.COM had an issue with the MCUser password.
On the AVAMAR300.EX.COM, the MCS service was running and a login test with MCUser passed fine in the GUI as well as command-line.
Example:
avmgr logn --id=MCUser --ap=MyMCUserPass 1 Request succeeded 7161 privilege level (enabled,create,read,backup,access,move,delete,maint,fullmanage,noticketrequired) 2 block type (directory)
We can see that although this looks fine, on the remote server AVAMAR300.EX.COM the mcserver.out log shows there is a clear issue with the MCUser password.
vi /usr/local/avamar/var/mc/server_data/prefs/mcserver.out === BEGIN === check.mcs (prestart) check.mcs passed === PASS === check.mcs PASSED OVERALL (prestart) Starting Administrator Server at Tue Aug 30 15:04:25 EDT 2022 ... Upgrade MCS Preference: processing time = 325ms Upgrade MCDB: processing time = 262ms Check node list: processing time = 1527ms Prepare MC SSL Properties: processing time = 2ms Init node: processing time = 420ms Install service: com.avamar.mc.prefs.MCSPreferencesService, processing time = 12ms Install service: com.avamar.mc.message.MessageEventService, processing time = 15ms Event Size: 18548 Install service: com.avamar.mc.event.EventService, processing time = 11388ms Install service: com.avamar.mc.jms.push.JmsPushService, processing time = 40ms Install service: com.avamar.mc.dpn.DPNProxyService, processing time = 2031ms Install service: com.avamar.mc.datatap.MCDataTapService, processing time = 22ms Install service: com.avamar.mc.cm.ClusterManagerService, processing time = 12ms [output shortened...] Install service: com.avamar.mc.ws.MCJettyService, processing time = 1272ms Install service: com.avamar.mc.repl.ReplicationService, processing time = 85ms Install service: com.avamar.mc.st.SessionTicketService, processing time = 1434ms Install service: com.avamar.mc.ras.McEbmsService, processing time = 2051ms Install service: com.avamar.mc.migration.MigrationService, processing time = 60ms Start service container: processing time = 51304ms log4j:WARN No appenders could be found for logger (org.apache.axiom.util.stax.dialect.StAXDialectDetector). log4j:WARN Please initialize the log4j system properly. Init crontab: processing time = 3800ms Update axion system table: processing time = 3ms Update connect emc email subject: processing time = 70ms Administrator Server started at Tue Aug 30 15:05:26 EDT 2022. Update connect emc email subject: processing time = 70ms Administrator Server started at Tue Aug 30 15:05:26 EDT 2022. MCS Preference has been decrypted failed: com/avamar/mc/dpn/users/MCUSERAP MCS Preference has been decrypted failed: com/avamar/mc/dpn/users/MCUSERAP MCS Preference has been decrypted failed: com/avamar/mc/dpn/users/MCUSERAP MCS Preference has been decrypted failed: com/avamar/mc/dpn/users/MCUSERAP MCS Preference has been decrypted failed: com/avamar/mc/dpn/users/MCUSERAP ERROR: Invalid AES key length MCS Preference has been decrypted failed: com/avamar/mc/dpn/users/MCUSERAP MCS Preference has been decrypted failed: com/avamar/mc/dpn/users/MCUSERAP MCS Preference has been decrypted failed: com/avamar/mc/dpn/users/MCUSERAP
Resolution
Steps
1. Remove ALL axion servers BESIDES the source server (the server that you are adding other servers to). The ID column for the source server that you will not touch has an ID = 1.
Original Table contents from cause section
5. Log into Client Manager (/aam) webpage again and try to add remote servers again by hostname/MCUser credential. In this example, we tried to add AVAMAR300.EX.COM which threw an error. We can see in the ACMTrace.log after the tomcat server was restarted the following logs for trying to add AVAMAR300.EX.COM.
6. Now we know there is an issue with the MCUser credential on the AVAMAR300.EX.COM, refer to the Cause #2 section for details. Like mentioned before, MCUser was unable to be decrypted so when the source Avamar tries to register the remote Avamar using its MCUser credential it fails.
We must run change-passwords as root user to udpate MCUser on AVAMAR300.EX.COM.
The password does not need to be changed from what it currently is, the same password can be entered in the script but the script must be run to update the password in all of the configuration files with the proper encryption/decryption key applied.
7. After updating MCUser password on the remote server, refresh the source server Client Manager (/aam) webpage (AVAMAR100.EX.COM). Then attempt to successfully re-add AVAMAR300.EX.COM to the source server.
1. Remove ALL axion servers BESIDES the source server (the server that you are adding other servers to). The ID column for the source server that you will not touch has an ID = 1.
Original Table contents from cause section
psql -p 5556 emdb select id, lastcontact, axionsystemname from axion_server; id | lastcontact | axionsystemname ---------------+---------------------+------------------------------ 1629287858128 | 1969-12-31 19:00:00 | AVAMAR10.EX.COM 1629287980100 | 1969-12-31 19:00:00 | AVAMAR20.EX.COM 1629287647775 | 1969-12-31 19:00:00 | AVAMAR30.EX.COM 1629287949115 | 1969-12-31 19:00:00 | AVAMAR19.EX.COM 1660563561277 | 1969-12-31 19:00:00 | AVAMAR40.EX.COM 1629287597140 | 1969-12-31 19:00:00 | AVAMAR50.EX.COM 1629287775889 | 1969-12-31 19:00:00 | AVAMAR60.EX.COM 1629287812033 | 1969-12-31 19:00:00 | AVAMAR70.EX.COM 1629288006387 | 1969-12-31 19:00:00 | AVAMAR80.EX.COM 1629287515457 | 1969-12-31 19:00:00 | AVAMAR90.EX.COM 1 | 1969-12-31 19:00:00 | AVAMAR100.EX.COM 1629287732083 | 1969-12-31 19:00:00 | AVAMAR200.EX.COM 1629288102775 | 1969-12-31 19:00:00 | AVAMAR300.EX.COM 1662042283060 | 1969-12-31 19:00:00 | AVAMAR400.EX.COM 1651676768316 | 1969-12-31 19:00:00 | AVAMAR500.EX.COM (15 rows)
Run delete command to delete each server except the id=1 server (AVAMAR100.EX.COM)
// connect to emdb psql -p 5556 emdb // delete each server besides source server delete from axion_server where id!='1';
2. Confirm the other remote servers are all deleted.
select id, lastcontact, axionsystemname from axion_server; id | lastcontact | axionsystemname ---------------+---------------------+------------------------------ 1 | 1969-12-31 19:00:00 | AVAMAR100.EX.COM
3. Exit the emdb using postgresql syntax.
\q
4. Restart tomcat so we can identify when the servlet re launches and get the latest logs for the issue, as root user
emwebapp.sh --restart
5. Log into Client Manager (/aam) webpage again and try to add remote servers again by hostname/MCUser credential. In this example, we tried to add AVAMAR300.EX.COM which threw an error. We can see in the ACMTrace.log after the tomcat server was restarted the following logs for trying to add AVAMAR300.EX.COM.
vi /usr/local/avamar-tomcat/logs/ACMTrace.log
// latest logs post tomcat restart start with "Servlet Context Launched."
2022-09-21 16:03:57,802 INFO [localhost-startStop-1]-listeners.ContextLauncher: Servlet Context Launched.
2022-09-21 16:04:00,623 INFO [localhost-startStop-1]-sdk.ServiceConnection: Wait for task: STORAGE_INFO: Getting storage information
2022-09-21 16:04:01,625 INFO [localhost-startStop-1]-sdk.ServiceConnection: Task done: STORAGE_INFO
2022-09-21 16:04:01,660 INFO [localhost-startStop-1]-utils.ACMProperties: Cas Server Url Ssl Prefix: https://AVAMAR300.EX.COM
2022-09-21 16:04:06,669 INFO [ajp-nio-0:0:0:0:0:0:0:1-8509-exec-1]-filters.ImageLocaleFilter: Locale in China: false
2022-09-21 16:04:07,926 INFO [ajp-nio-0:0:0:0:0:0:0:1-8509-exec-8]-filters.ImageLocaleFilter: Locale in China: false
2022-09-21 16:04:10,172 WARN [ajp-nio-0:0:0:0:0:0:0:1-8509-exec-1]-helper.LDAPManagerUserAuth: LDAP property 'ldap.url.*' is not defined
2022-09-21 16:04:10,176 WARN [ajp-nio-0:0:0:0:0:0:0:1-8509-exec-1]-helper.LDAPManagerUserAuth: LDAP property 'ldap.url.*' is not defined
2022-09-21 16:04:10,178 WARN [ajp-nio-0:0:0:0:0:0:0:1-8509-exec-1]-helper.LDAPManagerUserAuth: LDAP property 'ldap.url.*' is not defined
2022-09-21 16:04:10,179 WARN [ajp-nio-0:0:0:0:0:0:0:1-8509-exec-1]-helper.LDAPManagerUserAuth: LDAP property 'ldap.url.*' is not defined
2022-09-21 16:04:10,180 INFO [ajp-nio-0:0:0:0:0:0:0:1-8509-exec-1]-auth.AvamarAuthConfigurationUserAuth: Authentication Type: Web Restore Avamar
2022-09-21 16:04:11,037 WARN [ajp-nio-0:0:0:0:0:0:0:1-8509-exec-1]-cli.MCInternalCLIUserAuth: MCCLI exec catch Execption: Unable to initialize MCCLI
2022-09-21 16:04:11,043 INFO [ajp-nio-0:0:0:0:0:0:0:1-8509-exec-1]-cli.MCInternalCLIUserAuth: authenticate result out: 0,23000,CLI command completed successfully.
2022-09-21 16:04:11,310 WARN [ajp-nio-0:0:0:0:0:0:0:1-8509-exec-1]-cli.MCInternalCLIUserAuth: MCCLI exec catch Execption: Unable to initialize MCCLI
2022-09-21 16:04:11,312 INFO [ajp-nio-0:0:0:0:0:0:0:1-8509-exec-1]-cli.MCInternalCLIUserAuth: get privilege command output: <CLIOutput>
<Results>
<ReturnCode>0</ReturnCode>
<EventCode>23000</EventCode>
<EventSummary>CLI command completed successfully.</EventSummary>
</Results>
<Data>
<Row>
<Name>erx1mxe</Name>
<Role>Administrator</Role>
<Domain>/</Domain>
<Authenticator>Axion Authentication System</Authenticator>
<Domain>/</Domain>
<Authenticator>Axion Authentication System</Authenticator>
</Row>
</Data>
</CLIOutput>
2022-09-21 16:04:11,692 INFO [ajp-nio-0:0:0:0:0:0:0:1-8509-exec-2]-sdk.ServiceConnection: Wait for task: STORAGE_INFO: Getting storage information
2022-09-21 16:04:12,693 INFO [ajp-nio-0:0:0:0:0:0:0:1-8509-exec-2]-sdk.ServiceConnection: Task done: STORAGE_INFO
2022-09-21 16:04:32,272 WARN [ajp-nio-0:0:0:0:0:0:0:1-8509-exec-1]-helper.LDAPManagerUserAuth: LDAP property 'ldap.url.*' is not defined
2022-09-21 16:04:32,273 WARN [ajp-nio-0:0:0:0:0:0:0:1-8509-exec-1]-helper.LDAPManagerUserAuth: LDAP property 'ldap.url.*' is not defined
2022-09-21 16:04:32,273 WARN [ajp-nio-0:0:0:0:0:0:0:1-8509-exec-1]-helper.LDAPManagerUserAuth: LDAP property 'ldap.url.*' is not defined
2022-09-21 16:04:32,273 WARN [ajp-nio-0:0:0:0:0:0:0:1-8509-exec-1]-helper.LDAPManagerUserAuth: LDAP property 'ldap.url.*' is not defined
2022-09-21 16:04:32,274 INFO [ajp-nio-0:0:0:0:0:0:0:1-8509-exec-1]-auth.AvamarAuthConfigurationUserAuth: Authentication Type: Web Restore Avamar
2022-09-21 16:04:32,528 WARN [ajp-nio-0:0:0:0:0:0:0:1-8509-exec-1]-cli.MCInternalCLIUserAuth: MCCLI exec catch Execption: Unable to initialize MCCLI
2022-09-21 16:04:32,529 INFO [ajp-nio-0:0:0:0:0:0:0:1-8509-exec-1]-cli.MCInternalCLIUserAuth: authenticate result out: 0,23000,CLI command completed successfully.
2022-09-21 16:04:32,791 WARN [ajp-nio-0:0:0:0:0:0:0:1-8509-exec-1]-cli.MCInternalCLIUserAuth: MCCLI exec catch Execption: Unable to initialize MCCLI
2022-09-21 16:04:32,792 INFO [ajp-nio-0:0:0:0:0:0:0:1-8509-exec-1]-cli.MCInternalCLIUserAuth: get privilege command output: <CLIOutput>
<Results>
<ReturnCode>0</ReturnCode>
<EventCode>23000</EventCode>
<EventSummary>CLI command completed successfully.</EventSummary>
</Results>
<Data>
<Row>
<Name>root</Name>
<Role>Administrator</Role>
<Domain>/</Domain>
<Authenticator>Axion Authentication System</Authenticator>
</Row>
</Data>
</CLIOutput>
2022-09-21 16:04:33,073 INFO [ajp-nio-0:0:0:0:0:0:0:1-8509-exec-2]-sdk.ServiceConnection: Wait for task: STORAGE_INFO: Getting storage information
2022-09-21 16:04:34,074 INFO [ajp-nio-0:0:0:0:0:0:0:1-8509-exec-2]-sdk.ServiceConnection: Task done: STORAGE_INFO
6. Now we know there is an issue with the MCUser credential on the AVAMAR300.EX.COM, refer to the Cause #2 section for details. Like mentioned before, MCUser was unable to be decrypted so when the source Avamar tries to register the remote Avamar using its MCUser credential it fails.
We must run change-passwords as root user to udpate MCUser on AVAMAR300.EX.COM.
The password does not need to be changed from what it currently is, the same password can be entered in the script but the script must be run to update the password in all of the configuration files with the proper encryption/decryption key applied.
change-passwords
7. After updating MCUser password on the remote server, refresh the source server Client Manager (/aam) webpage (AVAMAR100.EX.COM). Then attempt to successfully re-add AVAMAR300.EX.COM to the source server.
Affected Products
AvamarArticle Properties
Article Number: 000203605
Article Type: Solution
Last Modified: 08 Jan 2026
Version: 9
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