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

• BlackBerry Management Center
• Universal Device Service
• DT 3165140

There are multiple causes for this issue:

1. The BUDS.CoreModule Web Site in IIS is unable to start because the default port it wishes to bind to, 8081 is already in use by another service
2. The BUDS.CoreModule Web Site in IIS is unable to establish a connection to the Microsoft SQL® Server
3. The user credentials being entered do not exist, or are incorrect.
4. WebDav component is installed on the IIS Server.

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

   
   

Cause 1

The BUDS.CoreModule Web Site in 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 line may appear in the BlackBerry Administration Console log located under C:\Program Files\Research In Motion\BlackBerry Universal Device Service\RIM.BUDS.Gui\logs

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).

Resolution 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.

Cause 2

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

Jan 24 00:16:19 [RestTemplate] [WARN ] [http-8080-3] : GET request for "http://BUDS-W2K8.CSO.TESTNET.RIM.NET: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://BUDS-W2K8.CSO.TESTNET.RIM.NET: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

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:

Resolution 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.

Cause 3

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

The following log lines may be generated under C:\Program Files\Research In Motion\BlackBerry Universal Device Service\Logs\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://MOBILEFUSION.DINA.LOCAL:8081/dm/auth with profile default:blackberryadmin
Apr 05 12:07:33 [RestTemplate] [WARN ] [http-8443-5] : GET request for "https://URL.LOCAL: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://URL.LOCAL: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://URL.LOCAL:8081/dm/auth'.  Logged from (LoginController.java:311).

Resolution 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.

Cause 4

WebDav component is installed on the IIS Server.

Resolution 4

Remove the WebDav Component from IIS.

Cause 5

The UDS.CoreModule Application Pool within IIS is not started

The following log line may appear in the BlackBerry Administration Console log located under C:\Program Files\Research In Motion\BlackBerry Universal Device Service\RIM.BUDS.Gui\logs

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).

Resolution 5

Start the UDS.CoreModule Application Pool within IIS.

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