Troubleshooting Login Issues

Cannot Log In to Axon

If your Axon license expires, users cannot log in to Axon. Logged in users automatically log out of Axon at the time of license expiry.

Perform the following tasks if your Axon license expires:

Verify that the PostgreSQL Database Service is Running

To verify that the PostgreSQL database service is running, go to the <INSTALLATION_DIR>/axonhome/third-party-app/scripts directory in the Linux environment, and run the following command:

sh postgresql status

If the service is shut down, go to the <INSTALLATION_DIR>/bin directory, and run the following command to restart the Axon services:

sh startup.sh

Note: Use the same commands to verify that the database services is running for the PostgreSQL database deployed on a different node and external nodes, such Amazon RDS and Microsoft Azure Database for PostgreSQL.

Replace Your Axon License Key

To replace your Axon license key, perform the following steps:

1. 1. Contact Informatica Global Customer Support to obtain a new license key.
2. 2. In the Linux environment, replace the expired license key file with the new license key file in the following directory:
<INSTALLATION_DIR>/axonhome/axon/
Make sure that the new license key file and expired license key file share the same name.

Note: When you clear the cache and restart the Axon services, the Axon web interface might be disrupted for some users that are logged into Axon. Informatica recommends that you update the cache after you save your changes in all the System Settings pages. Additionally, perform this action during a maintenance period when very few users are using Axon.

Cannot Log In to Axon Using SSO

When you enable Single Sign-On (SSO), users can log in to Axon using login credentials that are common to other applications in your organization. Axon uses SSO to authenticate users based on the Identity Provider (IDP) credentials.

If users cannot log in to Axon using SSO, perform the following tasks:

Verify the SSO Settings

Make sure that you have configured the SSO settings correctly. For SSO configurations, refer to Configure Single Sign-On.

1. 1. In the IDP, make sure that Axon is configured as a SAML 2.0 application.
2. 2. In the IDP, make sure that Axon details and the properties for the SAML attributes are entered correctly.
3. 3. If you cannot access the SSO settings in Axon, disable SSO from the Linux environment.
1. a. Run the following command to define the Axon environment variable so that the Linux system can access the Axon resources at the correct location:
source <INSTALLATION_DIR>/scripts/exportEnv.sh
2. b. Go to the <INSTALLATION_DIR>/axonhome/axon directory, and run the following command to disable SSO:
<INSTALLATION_DIR>/axonhome/third-party-app/php/bin/php bin/console informatica:sso-disable
4. 4. In Axon, make sure that the values of the SAML metadata are entered correctly.

Verify the SSO Settings in the SAML Response File

After Axon users enter their SSO credentials, the IDP sends a SAML response to Axon. Open the response file and verify that the following properties display the correct values for the Axon users:

Property	Value
orgunit	Organization unit of the Axon user
statusID	Status of the Axon user in the IDP database. The value must be 1.
firstName	First name of the Axon user
lastName	Last name of the Axon user
orgunitDescription	Organization unit description for the Axon user
orgunitTitle	Title of the Axon user in the organization unit
email	Email address of the Axon user
profile	Profile of the user in Axon. The value must be 4, 5 or 6.

For example, the values for the Axon user John Wilson might look like this:

Verify that the X.509 certificate values are correctly retrieved from the IDP. For example, the X.509 certificate value might look like this:

If you have configured the properties in the IDP correctly, the values in the SAML response file must match the values you enter in the IDP.