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Support Article

Cannot Access Pega



All Users cannot login Pega Server by using their ID and Password
It was observed around 4:15pm(Asia/Hong_Kong).

The user re-boot the Pega Application and SQL Servers around 4:25pm(Asia/Hong_Kong).
However, It seems that the Pega System cannot be accessed after re-boot.
This was not a solution and worse than before.

Environment information:
AP server | IBM Websphere
DB server | MS SQL Server 2008 R2

Error Messages

External authentication failed:
javax.naming.AuthenticationException: [LDAP: error code 49 - 80090308: LdapErr: DSID-0C0903A9, comment: AcceptSecurityContext error, data 775, v1db1

Steps to Reproduce

Login to behavior reported environment.

Root Cause

A defect or configuration issue in the operating environment This was simply operational failure incident, not any issue.
The issue came from LDAP connectivity(A). and the user's restarting sequence was wrong(B),
(A) LDAP connecitity check.
Error log (
- External authentication failed):shows LDAP connection failuer, before restarting server, had be better to check the LDAP connectivity.
(B) Restart sequece.
The user restarting sequece was, stop DB before Application server restart. It caused collaptions of cache and Application server never comes up while DB server stops.


Make the following change to the operating environment:

A.For access failure,
check 3rd party LDAP connectivity when LDAP error log on the PegaRULES.log.

B: Server restart operation sequence is below

1. Stop Application server in safe. (signal sending to application process).
2. Stop database server
3. Start database server
4. Start Application server.

Published July 7, 2017 - Updated October 8, 2020

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