Unable to login or access thick apps or web application from the Power Monitoring Expert engineering client after a clean install

Issue

The thick apps and the web application will be inaccessible

The error message when attempting to login to the thick apps will look like the following screen capture:

The error shown in the web application will look like the following screen capture

The error will look like the following in text:

A problem occurred calling provider 789d8792-8f58-42c4-aa24-f1b6818edba7 with parameters [5]: Status has not been requested from the provider engine

Product Line

Power Monitoring Expert 7.2.2
Power Monitoring Expert 8.2
Power Monitoring Expert 9.0
Power Monitoring Expert 2020
Power Monitoring Expert 2021
Power Monitoring Expert 2022
Power Monitoring Expert 2023
Power Monitoring Expert 2024

Environment

Thick Apps (Management Console, Vista, etc.)

Web Application

Cause

Cause 1:

The Power Monitoring Expert System guide states the following:

The PME server, database server, and clients must be able to communicate with each other over the network using the TCP/IP protocol. The licensing component of PME requires that PME clients and the server can resolve each other’s addresses by name (not just fully qualified domain names or IP addresses). If a proxy server is used on the network, then a local address bypass must be configured on the PME server. An Internet connection is not required for PME to function correctly.

Cause 2:

The kerberos client receives an error message when the eng client tries logging into the thick apps causing the login to fail. The screen capture below depicts the error message received in the window's event viewer

Resolution

Resolution 1:

Check the windows settings of the PME app server, the database server (if distributed architecture) and the eng client to make sure that either there is no proxy server set or that it is being bypassed. The following screen capture shows the windows setting page where this can be configured

bypass proxy server

no proxy server being used

no proxy server being used

Resolution 2:

The following screen capture shows the commands needed to set the SPN, resolving the error seen in the window's event viewer.

However, in some cases, the PME services are being run by a service account instead of the default accounts (local system, local service, network service, etc.). In this case, the PME application (and the security token generated when a user attempts to login to the thick apps) will no longer be recognized by Kerberos as the server's name, but instead will be recognized as the service account's name.

To resolve the error message seen in the window's event viewer, you must create an alias for the service name running under the server's name, by creating an SPN record using the server and service name

For example:

SETSPN -S HTTP/<Server Name> <DOMAIN>\<Account>

This can be seen in the example line printed from the CMD PRMPT screen capture above.