Troubleshooting: Arculix Error "An error occurred while communicating with the authentication server"

Version Affected: Arculix
 
 

Overview

When attempting to log in through Arculix, users may see the error "An error occurred while communicating with the authentication server."

Cause

This is caused by clock skew on the server hosting the Arculix LDAP Agent.

Resolution:

Correct the time on the server hosting the LDAP Agent.

The screenshot above shows the error as it appears to the user during login.

Checking the Event Viewer on the server hosting the LDAP Agent shows the underlying error corresponding to this issue:

time="2022-12-13T05:27:44-08:00" level=error msg="Couldn't decode the invoke request: Invalid token: Cannot verify JWT claims: square/go-jose/jwt: validation field, token issued in the future (iat)"

Correcting the time manually resolves the issue in the short term, but it is likely to recur unless the server is configured to use Network Time Protocol (NTP). Consult your server's documentation for how to configure NTP so the clock stays accurate going forward.


 

SecureAuth Knowledge Base Articles provide information based on specific use cases and may not apply to all appliances or configurations. Be advised that these instructions could cause harm to the environment if not followed correctly or if they do not apply to the current use case.

Customers are responsible for their own due diligence prior to utilizing this information and agree that SecureAuth is not liable for any issues caused by misconfiguration directly or indirectly related to SecureAuth products.