Unable to log on to DCE via Web or client

DCIM_Support · ‎2020-07-03

We have a VM DCE server that was showing the "Unable to retrieve data" message when opening up via the web page. We were also unable to log onto it via the DCE client. Since it was inaccessible we did a graceful shutdown and restart of the server to get it back up and running.

This time the server booted back up and we were met with a log in screen in the web interface prompting for credentials as expected. Problem is none of the credentials we have work! Some of the users are through external authentication using AD and some of them are local. However none of them work at all.

The same happens on the DCE client, we cannot log in using any of the credentials that we know to have previously worked for either local or remotely authenticated users.

Another graceful reboot was tried but still no access to the server.

So we are now locked out of this server and unable to do anything with it. No backups are available either.

How can we recover access to the DCE server?

Thanks

DCIM_Support · ‎2020-07-03

Hi Garry,

Can you check the DCE VM Console in the vSphere Client.
Are you seeing any error messages there, or do you see a login prompt?
If you are getting a login prompt there, you may be able to reset the password for the default apc user.
Follow the instructions from step 2 below.

Please follow these steps in order to reset the password on ISX Central v5.1 higher:
1. Hook up monitor/keyboard to ISXC or setup hyperterminal serial session.
2. Reboot ISXC/DCE (by cycling power)
3. Login within 5 minutes of ISXC/DCE reboot with the following username/password:
username: apcreset
password: apc
4. Follow instructions when prompted to reset apc admin user to factory defaults (i.e. apc/apc)
5.Login to the Central client with the apc/apc as admin user/password, go to Settings-Users and Device Group Access to change the Central's user and password specifically.

Regards

John T

DCIM_Support · ‎2020-07-03

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