Problem Definition
The following License server location error message was received when starting the Password Manager Agent:
Citrix Password Manager Agent is unable to retrieve the license server location. Check to see if the Agent can connect to synchronization point.
Citrix Password Manager Agent is disabled.
Environment
• Active Directory Sync-point
• Password Manager 4.1 Console with Hotfix PM411W003 for the console
• Password Manager 4.5.121 agent
• Single user configuration pointing to the Active Directory root
• Sync-point upgraded from 2.5 version.
Troubleshooting Methodology
1. Opened the Access Management Console and verified the license server setting in the user configuration.
2. Enabled agent logging as per CTX110326 – Using the Citrix Password Manager Agent Logging Facility.
3. Verified that user configuration objects were in the correct location using “Microsoft Active Directory Users and Computers” tool, Figures 1 and 2:
a. CN=ssoadminoverride
b. CN=ssoadminsyncstate
c. CN=ssoentlist
d. CN=ssoftulist
Figure 1 – Active Directory Users and Computers settings to view objects in the environment
Figure 2
4. Navigating the OU structure, checked each OU that the user was under, Figure 3.
a. Here we found that there were sso objects associated with a user configuration:
i. The objects did not contain all the data required for a valid user configuration..
ii. A user configuration for these objects was not displayed in the Access Management Console
Figure 3
Resolution
Note: Back up the Active Directory structure before any objects are deleted.
Deleting the following Active Directory objects from every OU and User where there was no user configuration set in the:
§ CN=ssoadminoverride
§ CN=ssoadminsyncstate
§ CN=ssoentlist
§ CN=ssoftulist
