Troubleshooting

This section describes symptoms of installation and configuration problems and how to correct or avoid them.

• ERROR: "Please Contact Your Administrator" Message Appears on Forms

• PROBLEM: Project Manager in ALM Project Cannot See Requirements or Transition Requirements Approval Management Workflows

• PROBLEM: User Cannot View Requirements Associated to ALM Project or Dev CR

• PROBLEM: RM to RQM Connector Process App Fails

• PROBLEM: Requirements Approval Failed to Link to a Dimensions RM Requirements Document Version (Snapshot).

• ERROR: "ALF SSO Gatekeeper error has occurred: Error obtaining security token"

ERROR: "Please Contact Your Administrator" Message Appears on Forms

If you experience a problem where the message Please Contact Your Administrator keeps appearing on various forms, it is likely that a report that is being used in an embedded report widget is missing. This will cause the error to appear, and not be cleared for a period of time, thus appearing on other pages. The solution is to make sure all reports exist and that the widgets are properly calling them.

To check that the reports are set up correctly:

1. In the user environment view an item (almproj, ram, etc).

2. View each tab that has an embedded report.

   • If you see the report showing data, or even if you just see the columns and there is no data, then that report is setup correctly

   • If the report is not there and it says something like: This report may be deleted or You do not have permissions to see this report or any other error message, then the report has not been set up correctly.

To create a report with a reference name:

1. Go to the process application (in the SBM user environment) where the report lives (For example, if the report is All CR's in a Project then you want the CR tab.)

2. Click Reports in the bottom left.

3. Click on Browse application reports.

4. Find the name of the missing report. For example, for CR's associated to a Project look for "CRs associated to this project".

5. Click Edit.

6. Click Save As.

7. Copy and paste the reference name from the comment into the Reference Name field.

8. Give the report a unique name. For example, change "CRs" to "CR(s)".

9. Save the report.

PROBLEM: Project Manager in ALM Project Cannot See Requirements or Transition Requirements Approval Management Workflows

Users fulfilling the role of Project Manager in ALM Projects must also have at least the Viewers role in Requirements Approval Management.

For information on assigning roles, see Assign Roles.

PROBLEM: User Cannot View Requirements Associated to ALM Project or Dev CR

All users who need to view requirements must have at least the Viewers role in Requirements Approval Management.

For information on assigning roles, see Assign Roles.

PROBLEM: RM to RQM Connector Process App Fails

Possible causes include:

• Service account user not having all System privileges

• Service account user not residing in the Administrators role in the Requirement Approval Management Process App

• Invalid RM credentials in the aux table RM Server Connections records

See Create a Service User and Edit RM Server Connections.

PROBLEM: Requirements Approval Failed to Link to a Dimensions RM Requirements Document Version (Snapshot).

If communication with the Dimensions RM server is lost during the creation of a Requirements Approval (after retrieving the list, but before clicking OK), the Requirements Approval will be created without an association to a requirements document.

ERROR: "ALF SSO Gatekeeper error has occurred: Error obtaining security token"

If when attempting to log on to the Serena ALM Configurator, you receive the error:

ALF SSO Gatekeeper error has occurred: Error obtaining security token.

Detail

Validation of WS-Federation token failed with code 40:Token issuer not allowed.

You will need to update your SSO STS certificates by carrying out the following steps:

On the server where SBM is installed:

1. Start SBM Configurator and navigate to Security | SSO Trust Keys | STS.

2. Use the Generate Keypair button to regenerate the STS certificate.

3. Use the Export Certificate button to export the newly generated certificate to a .pem file (for example to C:\Temp\sts.pem).

4. Click Apply to apply the changes.

If you are using SBM 10.1.1.4:

1. Start SBM Configurator and navigate to Security | Secure SBM | Trust Keys | STS.

2. Under Actions, select Generate Keypair to regenerate the STS certificate.

3. Under Actions, select Export Certificate to export the newly generated certificate. Save this as a .pem file (for example to C:\Temp\sts.pem).

4. Click Apply to apply the changes.

On each machine where the Serena Common Tomcat is installed:

1. Stop Tomcat.

2. Copy the sts.pem file to that machine (for example to C:\Temp\sts.pem).

3. Under the folder where the common Tomcat is installed, for example:

   C:\Program Files\Serena\Common Tools\tomcat\6.0\...

   C:\Program Files\Common\tomcat\6.0\...

   C:\Program Files\Serena\Dimensions 12.2\Common Tools\tomcat\6.0

   Navigate to \alfssogatekeeper\conf and make a backup of the truststore.jks file.

4. Under the Common Tools or Common folder, Navigate to \jre\6.0\bin.

5. Delete the existing STS certificate, for example using the following command:

   keytool -delete -keystore "C:\Program Files\Serena\Common Tools\tomcat\6.0\alfssogatekeeper\conf\truststore.jks -alias sts

   Enter the default password changeit when prompted.

6. Import the certificate from the C:\Temp\sts.pem file into truststore.jks, for example by using the following command:

   keytool -import -keystore "C:\Program Files\Serena\Common Tools\tomcat\6.0\alfssogatekeeper\conf\truststore.jks -file "C:\temp\sts.pem" -alias sts

   After entering the password, when prompted with Trust this certificate? [no]:, reply Y.

7. Restart Tomcat.

If this is the Dimensions CM Server, also do the following:

1. Stop the Dimensions Listener service.

2. Create a backup of:

   C:\Program Files\Serena\Dimensions 12.2\CM\dfs\sts.pem

3. Copy the file C:\Temp\sts.pem to C:\Program Files\Serena\Dimensions 12.2\CM\dfs\sts.pem.

4. Restart the Dimensions Listener service.