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Error: A problem occurred accessing the database during authentication - Connect IT Community | Kaseya
<main> <article class="userContent"> <h2 data-id="summary"><strong>SUMMARY</strong></h2> <p>Unable to login to the system even when the correct credentials are used.</p> <h2 data-id="issue"><strong>ISSUE</strong></h2> <p></p> <p>Username and/or password are not recognized.</p> <p>The following error is reported when attempting to log in: A problem occurred accessing the database during authentication</p> <h2 data-id="resolution"><strong>RESOLUTION</strong></h2> <p></p> <h3 data-id="warning-serious-problems-may-occur-if-these-commands-are-executed-incorrectly-these-problems-may-require-redeployment-of-the-appliance-result-in-a-loss-of-data-and-or-cause-system-downtime-unitrends-cannot-guarantee-these-problems-can-be-solved-and-customers-should-proceed-at-their-own-risk"><b>Warning: Serious problems may occur if these commands are executed incorrectly. These problems may require redeployment of the appliance, result in a loss of data, and/or cause system downtime. Unitrends cannot guarantee these problems can be solved and customers should proceed at their own risk.</b></h3> <br>Use the following troubleshooting steps to resolve this error. <ol><li>Confirm the login credentials being used are correct. It is recommended to first try resetting the password. For details see: <a rel="nofollow" href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Funitrends-support.zendesk.com%2Fhc%2Fen-us%2Farticles%2F360013160437">Resetting the Web Interface User Account Password</a>.</li> <li>Apache may not be running. Connect to the appliance via SSH and run the following command to restart Apache: <pre class="code codeBlock" spellcheck="false" tabindex="0"> service httpd restart</pre> </li> <li>The Unitrends DataBase is not running. Type <b>bpmenu -c</b>, if the database is down it will tell you, if it is running you will be directed to the DPU - Bare Metal screen. If it is down run the command <b>/etc/init.d/bp_rcscript start</b> to start the Unitrends DataBase. If the database does not start within a couple minutes follow step 3b. <ol><li>Check <b>df -h</b>. If <b>/</b> is <b>100%</b>, please contact support</li> <li>Navigate to <b>cd /backups/UnitrendsDataBase/pg_log/</b> </li> <li> Type <b>ls -larth</b> this will list the database logs with the most recent log at the bottom.</li> <li> Type "cat <b><i>logfilename</i></b>* | grep Recovery"</li> <li> If there is any output then the database is in recovery mode and you need to contact Unitrends support.</li> </ol></li> <li>Permissions or ownership on the Unitrends DataBase directory are incorrect. <ol><li>Stop the Unitrends DataBase by running the command <b>/etc/init.d/bp_rcscript stop</b> </li> <li>Run the commands to correctly set the directories permissions:<br><b>chmod 700 /usr/bp/data</b><br><b>chown -h postgres:postgres /usr/bp/data</b> </li> <li>Start the Unitrends DataBase and the tasker by running the command <b>/etc/init.d/bp_rcscript start</b> </li> </ol></li> <li>Check the permissions on the system’s hosts file. <ol><li>Run the command <b>ls -al /etc/hosts</b>.</li> <li>If your permissions do not match ‘-rw-r--r-- 2 root root’, then run the command <b>chmod 644 /etc/hosts</b>.</li> </ol></li> <li>Validate the contents of /usr/bp/data/pg_service.conf <ol><li>Open pg_service.conf in an editor: <pre class="code codeBlock" spellcheck="false" tabindex="0"> vi /usr/bp/data/pg_service.conf</pre> </li> <li>At a minimum, the file should contain the following lines (more entries may be present): <pre class="code codeBlock" spellcheck="false" tabindex="0"> [localhost] user=postgres host=localhost connect_timeout=5</pre> </li> <li>If the entries above are missing, add them and save the file.</li> <li>Restart the database using the following commands: <pre class="code codeBlock" spellcheck="false" tabindex="0"> /etc/init.d/bp_rcscript stop /etc/init.d/bp_rcscript start</pre> </li> </ol></li> </ol><div> </div> </article> </main>