"The user name or password is not correct" displayed when trying to log in to the Universal Device Service console

Article ID: KB29603

Type: Support Content

Last Modified: 07-09-2014

 

Product(s) Affected:

  • BlackBerry Enterprise Service 10
  • Universal Device Service
CollapseEnvironment
  • BlackBerry Enterprise Service 10
  • BlackBerry Management Studio
  • Universal Device Service
  • DT 3165140
  • DT 7915362
CollapseOverview

When trying to log into the Universal Device Service console, the following message is displayed:

The user name or password is not correct.

CollapseCause

Cause 1

The BUDS.CoreModule Web Site in Microsoft IIS is unable to start because the default port it wishes to bind to, 8081 is already in use by another service.

The following log lines may appear in the BlackBerry Administration Console logs which can be found under:

  • C:\Program Files\Research In Motion\BlackBerry Universal Device Service\RIM.BUDS.Gui\logs
    or
  • C:\Program Files (x86)\Research In Motion\BlackBerry Enterprise Service 10\Logs\RIM.UDS.GUI

Jan 20 14:23:15 [UwpLogger] [INFO ] [http-8080-3] : (LoginController.java:109) : AuditLog 'Failure' notice from 'login' performing 'action' for 'login with username administrator' doing 'fail to login' with problem 'I/O error: Connection reset; nested exception is java.net.SocketException: Connection reset'. Logged from (LoginController.java:109).

Cause 2

The BUDS.CoreModule Web Site in Microsoft IIS is unable to establish a connection to the Microsoft SQL Server.

The following log lines may appear in the BlackBerry Administration Console log located under:

  • C:\Program Files\Research In Motion\BlackBerry Universal Device Service\RIM.BUDS.Gui\logs
    or
  • C:\Program Files (x86)\Research In Motion\BlackBerry Enterprise Service 10\Logs\RIM.UDS.GUI\:

Jan 24 00:16:19 [RestTemplate] [WARN ] [http-8080-3] : GET request for " http:// serverFQDNname:8081/dm/auth " resulted in 500 (Internal Server Error); invoking error handler
Jan 24 00:16:19 [UwpLogger] [INFO ] [http-8080-3] : (LoginController.java:109) : AuditLog 'Failure' notice from 'login' performing 'action' for 'login with username admin' doing 'fail to login' with problem '500 Internal Server Error using URI
http:// serverFQDNname:8081/dm/auth' . Logged from (LoginController.java:109).

The following log lines may appear in the Core log located under:

  • C:\Program Files\Research In Motion\BlackBerry Universal Device Service\Core\logs
    or
  • C:\Program Files (x86)\Research In Motion\BlackBerry Enterprise Service 10\Logs\RIM.UDS.GUI

FATAL,"2012-01-24 10:42:23,099",14,0,"","Unexpected exception. Internal server error is going to be thrown",
,Type: RIM.BUDS.DataProvider.InternalDataProviderException
,Message: Error occurs when attempting to access database.
,Source: RIM.BUDS.DataProvider.MSSQL
Message: A network-related or instance-specific error occurred while establishing a connection to SQL Server. The server was not found or was not accessible. Verify that the instance name is correct and that SQL Server is configured to allow remote connections. (provider: SQL Network Interfaces, error: 28 - Server doesn't support requested protocol)
,Source: .Net SqlClient Data Provider
,Data:

Cause 3

The user credentials being entered do not exist, or are incorrect.

The following log lines may be generated in the BlackBerryAdministrationConsole logs which can be found under:

  • C:\Program Files\Research In Motion\BlackBerry Universal Device Service\RIM.BUDS.Gui\logs
    or
  • C:\Program Files (x86)\Research In Motion\BlackBerry Enterprise Service 10\Logs\RIM.UDS.GUI

Apr 05 12:07:33 [UwpLogger] [INFO ] [http-8443-5] : (AbstractEntityCache.java:50) : Entity Trace: Authorize called for default:blackberryadmin
Apr 05 12:07:33 [UwpLogger] [INFO ] [http-8443-5] : (AbstractEntityDao.java:75) : Dao Trace: Authorize called for default:blackberryadmin
Apr 05 12:07:33 [UwpLogger] [INFO ] [http-8443-5] : (AbstractEntityDao.java:75) : Dao Trace: MakeRestCall called for com.rim.mdm.dao.entity.Authentication using method GET using URI https://
serverFQDNname:8081/dm/auth with profile default:blackberryadmin
Apr 05 12:07:33 [RestTemplate] [WARN ] [http-8443-5] : GET request for "https://
serverFQDNname:8081/dm/auth" resulted in 401 (Unauthorized); invoking error handler
Apr 05 12:07:33 [UwpLogger] [INFO ] [http-8443-5] : (AbstractEntityDao.java:75) : Dao Trace: Handling exception for REST call: Not authorized: https://
serverFQDNname:8081/dm/auth
Apr 05 12:07:33 [UwpLogger] [INFO ] [http-8443-5] : (LoginController.java:311) : AuditLog 'Failure' notice from 'login' performing 'action' for 'login with username blackberryadmin' doing 'fail to login' with problem 'Not authorized: https:// serverFQDNname:8081/dm/auth'. Logged from (LoginController.java:311).

Note: If the Active Directory login credentials are correct, it could be because the Domain Controller configured within the Universal Device Service console is no longer active.  In such cases, ensure the admin account credentials are correct or reset it via a SQL script if necessary.  Please engage BlackBerry Support Helpdesk to retrieve the script.

Cause 4

WebDav component is installed on the Microsoft IIS Server.

Cause 5

The UDS.CoreModule Application Pool within Microsoft IIS is not started.

The following log line may appear in the BlackBerry Administration Console logs which can be found under:

  • C:\Program Files\Research In Motion\BlackBerry Universal Device Service\RIM.BUDS.Gui\logs
    or
  • C:\Program Files (x86)\Research In Motion\BlackBerry Enterprise Service 10\Logs\RIM.UDS.GUI

May 21 11:03:57 [UwpLogger] [INFO ] [http-8443-7] : (AbstractEntityDao.java:75) : Dao Trace: Handling exception for REST call: 503 Service Unavailable using URI https://serverFQDNname:8776/dm/auth

May 21 11:03:57 [UwpLogger] [INFO ] [http-8443-7] : (LoginController.java:311) : AuditLog 'Failure' notice from 'login' performing 'action' for 'login with username admin' doing 'fail to login' with problem '503 Service Unavailable using URI https://serverFQDNname:8776/dm/auth' . Logged from (LoginController.java:311).

Cause 6

The password for the default administrator account that was entered during the installation of BlackBerry Enterprise Service 10, contained a \ character. As a result of this, the function to convert the provided password into an encrypted form fails to complete successfully and this password is not valid for logging into the Universal Device Service console.

To identify this issue, check the Core logs for the time of the installation. In these, the following will be seen:

DEBUG,"2013-09-24 12:44:18,579",9,0,"dd35150e-0cf9-4ffa-981c-76c7eb8cbc46","Request User-Agent: A RIM.BUDS.Installer Program/1.0",
WARN,"2013-09-24 12:44:18,595",9,0,"dd35150e-0cf9-4ffa-981c-76c7eb8cbc46","Fail to process request content: Index was outside the bounds of the array.",
,Type: System.IndexOutOfRangeException
,Message: Index was outside the bounds of the array.
,Source: RIM.BUDS.Framework

CollapseResolution

Resolution for Cause 1

Verify that port 8081 is not being used by another application. You can either change the port of the BUDS.CoreModule Server or change the port of the application that is using 8081.

Resolution for Cause 2

Verify that the Name Pipes protocol is Enabled on the SQL Server that is hosting the Universal Device Service database and that the server hosting the BUDS.CoreModule Web Site is able to communicate with this SQL Server.

Resolution for Cause 3

Ensure that the user account which is attempting login, has a role which can perform this action by logging in with another user and viewing available administrative users.

Resolution for Cause 4

Remove the  WebDav Component from Microsoft IIS.

Resolution for Cause 5

Start the UDS.CoreModule Application Pool within Microsoft IIS.

If UDS.CoreModule Application does not startup, verify that the correct service account is used for the UDS.CoreModule Application Pool identity within Microsoft IIS:

  1. Open Internet Information Services.
  2. Expand the server and click on Application Pools.
  3. Right-click the UDS.CoreModule Application Pool and select Advanced Settings.
  4. Under the Process Model header make sure that the Identity is correctly set to the desired service account.
  5. Click Ok and then proceed to start the UDS.CoreModule Application Pool.

Resolution for Cause 6

Contact BlackBerry Technical Support Services to request a script which can be used to reset the administration account's password for Universal Device Service to a known value.

Once this has been done, log in to the console using this reset password. You can change the password for the account back to the password that contained the \ character, as this will work successfully from within the console.

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