Call Management System 16.3: Some user could not login to supervisor because of password issue

Doc ID		SOLN259855
Version:		2.0
Status:		Published
Published date:		16 Dec 2014
Created Date:		22 Nov 2014

Author:

Ming Jiang

Details

"The server did not recognize your login ID adn/or Password, your Login shell is not set to CMS, or (V8 or later CMS only) cmsadm backup is running."
Product: CMS 16.3
r16.3eg.f3 users encountered the problem again today.
Used one of the ID to login using putty and it was able to login but not with the CMS Supervisor Client.

System was working fine. No changes were made.

Problem Clarification

Some users are not able to login to CMS. Need to access the CMS server to "kill user" for the user to login. Haven’t made any changes to the system prior to the issue.

Many users are sharing the same supervisor id, look at the below screenshot for example:

tectrfc2 pts/429 Tue 2pm 20:20 /bin/sh /usr/bin/cms

aeg02 pts/457 7:28am 3:50 /bin/sh /usr/bin/cms

aeg02 pts/463 5:40pm 17:38 /bin/sh /usr/bin/cms

strtrf2 pts/468 7:51am 3:27 /bin/sh /usr/bin/cms

aeg02 pts/467 7:48am 3:31 /bin/sh /usr/bin/cms

aeg02 pts/465 Mon 2pm 2days /bin/sh /usr/bin/cms

ptitrfc3 pts/461 7:58am 3:21 /bin/sh /usr/bin/cms

aeg02 pts/469 Tue11am 23:21 /bin/sh /usr/bin/cms

aeg02 pts/479 Tue12pm 23:07 /bin/sh /usr/bin/cms

aeg02 pts/481 8:02am 3:17 /bin/sh /usr/bin/cms

GT8555 pts/486 6:12am 5:06 /bin/sh /usr/bin/cms

ptitrfc1 pts/489 8:55am 2:23 /bin/sh /usr/bin/cms

aeg02 pts/493 7:42am 3:36 /bin/sh /usr/bin/cms

aeg02 pts/495 8:48am 2:30 /bin/sh /usr/bin/cms

ptitrfc1 pts/496 9:18am 2:00 /bin/sh /usr/bin/cms

techmrt2 pts/497 6:27am 4:51 /bin/sh /usr/bin/cms

str03 pts/511 7:54am 3:24 /bin/sh /usr/bin/cms

root pts/512 13Oct14 18:36 24 -ksh

ptitrfc1 pts/488 11:05am 13 /bin/sh /usr/bin/cms

ptitrfc1 pts/510 7:02am 4:17 /bin/sh /usr/bin/cms

strtrf2 pts/483 8:03am 3:15 /bin/sh /usr/bin/cms

Cause

You have 3 defunct process related to password changing, that indicates someone change the password not following the correct procedure:
(1310BDYF17)-(Primary)=# ps -ef | grep defunct
root 22625 1 0 - ? 0:00
root 9786 22278 0 10:50:10 pts/315 0:00 grep defunct
root 23923 1 0 - ? 0:00
root 9090 1635 0 - ? 0:00
root 18636 1 0 - ? 0:00
(1310BDYF17)-(Primary)=# ps -ef | grep 22625
root 22625 1 0 - ? 0:00
root 22700 22625 0 Oct 23 pts/307 0:00 passwd techmrt1
root 9799 22278 0 10:50:25 pts/315 0:00 grep 22625
(1310BDYF17)-(Primary)=# ps -ef | grep 23923
root 27233 23923 0 Apr 21 pts/223 0:00 passwd
root 23923 1 0 - ? 0:00
root 9843 22278 0 10:50:39 pts/315 0:00 grep 23923
(1310BDYF17)-(Primary)=# ps -ef | grep 9090
root 9090 1635 0 - ? 0:00
root 9862 22278 0 10:50:53 pts/315 0:00 grep 9090
(1310BDYF17)-(Primary)=# ps -ef | grep 18636
root 10010 22278 0 10:51:21 pts/315 0:00 grep 18636
root 18917 18636 0 Jun 13 pts/255 0:00 passwd GT7115
root 18636 1 0 - ? 0:00

Solution

To fix and to prevent, there’s a need to carry out the following procedures:
1. Each supervisor user should have its unique supervisor id, this will help system to manage each user’s process and memory usage easily. Reduce the opportunities of error.
2. Schedule the maintenance window to reboot the server. Avaya recommend to reboot the server every 90 days. Periodically rebooting your CMS server is a recommended procedure targeted at minimizing the risk of a system failure. Rebooting your CMS server lessens the possibility of your system being adversely impacted by anomalies such as memory leaks, packet loss, unreleased file locks, data inconsistency, data corruption, and storage space fragmentation. These types of problems are known to occur on any computer system.
3. Change password command should be only executed by system administrator. If customer do not know how to change the password, they will consult with their administrator.

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