AIM 6.X and Higher Client Cannot Login with Cached Credentials: Connection failed

Article:TECH92354  |  Created: 2009-01-12  |  Updated: 2010-10-13  |  Article URL http://www.symantec.com/docs/TECH92354
Article Type
Technical Solution

Product(s)

Issue



Some end users are not able to login to AIM 6.X or higher. They receive a Connection Failed error message in the AIM 6.X or higher client.

Symptoms
 

  • When AIM SSL logging is enabled there are similar lines in the logging:

      00:04.20 HttpRequest 01E9AB60: Payload received
      00:04.20  00: 05 0C 00 05 00 00 00 00 00 00 00 00 59 FB 00 DE |............Y...|
      00:04.20  10: 5D BC 40 0C BD D2 01 BB 00 08 6A 61 6D 79 31 39 |].@.......heys54|
      00:04.20  20: 37 35 00 01 00 00 00 01 40 00 00 00 00 00 07 00 |75......@.......|
      00:04.20  30: 02 00 02 00 03 00 03 00 02 00 01 00 01 00 24 00 |..............$.|
      00:04.20  40: 08 50 61 73 73 77 6F 72 64 00 03 00 01 00 08 75 |.Password......u|
      00:04.20  50: 73 2D 61 73 63 69 69 00 02 00 02 65 6E 00 03 00 |s-ascii....en...|
      00:04.20  60: 02 55 53 00 04 00 35 00 19 45 6E 74 65 72 20 79 |.US...5..Enter y|
      00:04.20  70: 6F 75 72 20 70 61 73 73 77 6F 72 64 20 61 67 61 |our password aga|
      00:04.20  80: 69 6E 00 03 00 01 00 08 75 73 2D 61 73 63 69 69 |in......us-ascii|
      00:04.20  90: 00 02 00 02 65 6E 00 03 00 02 55 53 00 05 00 04 |....en....US....|
      00:04.20  A0: 00 00 00 78 00 0F 00 04 00 00 00 00 00 0E 00 0A |...x............|
      00:04.20  B0: 34 30 33 34 37 35 32 34 34 30 00 02 00 07 00 5E |4034752440.....^|
      00:04.20  C0: 68 74 74 70 3A 2F 2F 61 69 6D 2E 61 6F 6C 2E 63 |http://aim.aol.c|
      00:04.20  D0: 6F 6D 2F 72 65 64 69 72 65 63 74 73 2F 70 61 73 |om/redirects/pas|
      00:04.20  E0: 73 77 6F 72 64 2F 63 68 61 6E 67 65 5F 70 61 73 |sword/change_pas|
      00:04.20  F0: 73 77 6F 72 64 2E 61 64 70 3F 53 63 72 65 65 6E |sword.adp?Screen|
      00:04.20 100: 4E 61 6D 65 3D 6A 61 6D 79 31 39 37 35 26 63 63 |Name=janedoea&cc|
      00:04.20 110: 6F 64 65 3D 55 53 26 6C 61 6E 67 3D 65 6E 00 08 |ode=US&lang=en..|
      00:04.20 120: 00 48 68 74 74 70 3A 2F 2F 77 77 77 2E 61 69 6D |.Hhttp://www.aim|
      00:04.20 130: 2E 63 6F 6D 2F 72 65 64 69 72 65 63 74 73 2F 69 |.com/redirects/i|
      00:04.20 140: 6E 63 6C 69 65 6E 74 2F 72 65 73 65 74 70 61 73 |nclient/resetpas|
      00:04.20 150: 73 77 6F 72 64 2E 61 64 70 3F 6C 6F 67 69 6E 49 |sword.adp?loginI|
      00:04.20 160: 64 3D 6A 61 6D 79 31 39 37 35                   |d=janedoeaa     |
      00:04.20 BufferSpool 01EA9BA0 deleted
      00:04.20 SocketCache 01EA9728: Reclaiming socket 01EA9C08
      00:04.20 Timer 01EA98B8: started, interval=75000
      00:04.20 TUasAuthorizer 01EA95D8: Rcvd TGP__CHALLENGE
      00:04.20 TUasAuthorizer 01EA95D8: Sent TGP__RESPONSE
      00:04.20 HttpHeader 01E9AF38 created
      00:04.20 HttpRequest 01EA9370 created
      00:04.20 HttpRequest 01EA9370: POST https://im.symantec.com/
      00:04.20  00: 05 0C 00 06 00 00 00 00 00 00 00 00 59 FB 00 DE |............Y...|
      00:04.20  10: 5D BC 00 00 00 01 00 08 6A 61 6D 79 31 39 37 35 |].......janedoe|
      00:04.20  20: 00 00 00 00                                     |....            |
      00:04.20 SocketCache 01EA9728: Processing request 01E9D170 for im.symantec.com:443
      00:04.20 SocketCache 01EA9728: Using existing socket 01EA9C08
      00:04.20 Timer 01EA98B8: stopped
      00:04.20 Timer 01E830A0 created
      00:04.20 Timer 01E830A0: started, interval=30000
      00:04.20 Timer 01E84760: stopped
      00:04.20 Timer 01E84760 deleted
      00:04.20 HttpRequest 01E9AB60 deleted
      00:04.20 HttpHeader 01530F08 deleted
      00:04.20 HttpHeader 01EA1EB0 deleted
      00:04.20 HttpReceiver 01E856E0 deleted
      00:04.20 SslBoxNss 01EA9C90: OnDataAvailable
      00:04.20 BufferSpool 01E856E0 created
      00:04.20 HttpReceiver 01EA9BA0 created
      00:04.20 SslBoxNss 01EA9C90: InternalWrite
      00:04.20 SslBoxNss 01EA9C90: OnSend, actual=228
      00:04.20 SslBoxNss 01EA9C90: InternalRead for 4096 bytes, read -1
      00:04.21 HttpReceiver 01EA9BA0: received 0 bytes
      00:04.29 SslBoxNss 01EA9C90: OnDataAvailable
      00:04.29 SslBoxNss 01EA9C90: OnRecv, actual=5
      00:04.29 SslBoxNss 01EA9C90: OnRecv, actual=562
      00:04.29 SslBoxNss 01EA9C90: InternalRead for 4096 bytes, read 546
      00:04.29 HttpReceiver 01EA9BA0: received 546 bytes
      00:04.29 HttpHeader 01E858B8 created
      00:04.29 HttpReceiver 01EA9BA0: Header received, status=200, length=262
      00:04.29 HttpRequest 01EA9370: Header received, status 200
      00:04.29 HttpReceiver 01EA9BA0: Payload received
      00:04.29 HttpRequest 01EA9370: Payload received
      00:04.29  00: 05 0C 00 04 00 00 00 00 00 00 00 00 59 FB 00 08 |............Y...|
      00:04.29  10: 6A 61 6D 79 31 39 37 35 04 0B 00 1E 55 73 65 72 |heys5475....User|
      00:04.29  20: 20 68 61 73 20 63 61 6E 63 65 6C 65 64 20 74 68 | has canceled th|
      00:04.29  30: 65 20 72 65 71 75 65 73 74 2E 00 03 00 01 00 08 |e request.......|
      00:04.29  40: 75 73 2D 61 73 63 69 69 00 02 00 02 65 6E 00 03 |us-ascii....en..|
      00:04.29  50: 00 02 55 53 00 00 00 02 00 0D 00 5E 68 74 74 70 |..US.......^http|
      00:04.29  60: 3A 2F 2F 61 69 6D 2E 61 6F 6C 2E 63 6F 6D 2F 72 |://aim.aol.com/r|
      00:04.29  70: 65 64 69 72 65 63 74 73 2F 70 61 73 73 77 6F 72 |edirects/passwor|
      00:04.29  80: 64 2F 63 68 61 6E 67 65 5F 70 61 73 73 77 6F 72 |d/change_passwor|
      00:04.29  90: 64 2E 61 64 70 3F 53 63 72 65 65 6E 4E 61 6D 65 |d.adp?ScreenName|
      00:04.29  A0: 3D 6A 61 6D 79 31 39 37 35 26 63 63 6F 64 65 3D |=janedoea&ccode=|
      00:04.29  B0: 55 53 26 6C 61 6E 67 3D 65 6E 00 0E 00 48 68 74 |US&lang=en...Hht|
      00:04.29  C0: 74 70 3A 2F 2F 77 77 77 2E 61 69 6D 2E 63 6F 6D |tp://www.aim.com|
      00:04.29  D0: 2F 72 65 64 69 72 65 63 74 73 2F 69 6E 63 6C 69 |/redirects/incli|
      00:04.29  E0: 65 6E 74 2F 72 65 73 65 74 70 61 73 73 77 6F 72 |ent/resetpasswor|
      00:04.29  F0: 64 2E 61 64 70 3F 6C 6F 67 69 6E 49 64 3D 6A 61 |d.adp?loginId=he|
      00:04.29 100: 6D 79 31 39 37 35                               |ys5475         |
      00:04.30 BufferSpool 01E856E0 deleted
      00:04.30 SocketCache 01EA9728: Reclaiming socket 01EA9C08
      00:04.30 Timer 01EA98B8: started, interval=75000
      00:04.30 TUasAuthorizer 01EA95D8: Rcvd TGP__FAILURE
      00:04.30 TUasAuthorizer 01EA95D8: TGP__FAILURE code: 1035
      00:04.30 TUasAuthorizer 01EA95D8: TGP__FAILURE message: User has canceled the request.
      00:04.30 TUasAuthorizer 01EA95D8: TGP__FAIL_OPTS_CHANGE_PASSWORD_URL: http://aim.aol.com/redirects/password/change_password.adp?ScreenName=janedoe&ccode=US&lang=en
      00:04.30 TUasAuthorizer 01EA95D8: TGP__FAIL_OPTS_FORGOT_PASSWORD_URL: http://www.aim.com/redirects/inclient/resetpassword.adp?loginId=janedoe

      00:04.30 Error 01E9AD10 created
      00:04.30 Error set, cat=20, code=1025, subcode=0, url=http://www.aim.com/redirects/inclient/resetpassword.adp?loginId=janedoe

      To enable AIM SLL logging follow the steps in this KB article: How To Capture AIM Client Logging for AIM 6.X
       

Conditions:
 

  • There are users that are able to connect using AIM 6.X or higher through IM Manager.
    To verify this condition follow these steps:
    1. Login to the IM Manager Administration Console.
    2. Click on Status->Activity->Active Users.
    3. Having users in the report using AIM 6.X clients indicates this condition.
  • Using a different screenname to login to AIM 6.X or higher from the affected user's workstation is allowed to login.




 


Cause



The cached credentials for the affected AIM 6.X or higher users are corrupted.


Solution



Manually re-enter the password for the affected user into the AIM 6.X or higher client and login.


References
How to Troubleshoot AIM 6.X and Higher Login Problems



 



Legacy ID



2009021213153554


Article URL http://www.symantec.com/docs/TECH92354


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