User guide

Chapter 6: Troubleshooting
6-2
Error Handling
This section explains how to respond to abnormalities that may occur during operation.
Error Investigation and Corrective Action
User
The user needs to respond to any messages displayed on the Web browser. When an error occurs that
the user cannot correct (for example a "500 Internal Server Error") they contact the Business Server
Administrator. In this case, the user must supply the following information:
• Error-detected date and time
• User ID or certificate used for authentication
• Message and status code displayed on the Web browser.
Business Server Administrator
The Business Server Administrator must do the following:
• Investigate the business server status
• Request changes to the SSO repository, repository server, and authentication server
When receiving an inquiry from a user, investigate the cause of the error in the following sequence:
1. Check the message and status code displayed on the Web-browser that are reported by the user.
Remove the cause of the trouble.
Refer to "Status Codes Reported from the Browser" in Messages for details of the message or
status code displayed on the Web browser.
When [Business Server Administrator Action] in "Status Codes Reported from the Browser"
describes user actions for the SSO repository, repository server, or authentication server errors,
post the user-reported information to the SSO administrator for investigation and any necessary
modification of settings.
2. Check the "Trouble detection date and time" and "User ID or certificate used for authentication"
reported by the user. Also check the access log of the business server and remove the cause of
the error.
Refer to "Access Log of the Business Server" of "Access Log In Single Sign-on Mode" of
"Messages Logged and Output in Single Sign-on" of Messages for details of the access log of the
business server.
3. If you cannot identify the cause of the trouble from the access log of the business server, use the
system log of the business server to remove the cause.
Refer to "sso03000 to sso03051" section in “Messages Beginning with sso" in Messages for details
of the system log of the business server.
4. If you cannot identify the cause of the trouble from the system log of the business server, post the
user-reported information to the SSO administrator, and request the investigation.