WEM Agent not launching - Error while retrieving user token groups list
Article ID: CTX232091
Updated On:
Description
Event ID: 0 event viewer error Log Name: Norskale Agent Service Source: Norskale Agent Service Description: Error while retrieving user token groups list
Resolution
Increase the "Directory Services Timeout" value from 2000 ms to 20000 ms on the WEM Admin console under Advanced Settings > Agent Options > Extra Features.
If user groups cannot be retrieved it could be that the search is taking too long to return from AD to WEM agent, either because of AD structure (multiple domains) or user belongs to many user groups and this takes more time to be retrieved, ultimately causing a timeout.
if above does not resolve, gather agent and broker debug logs and verify AD setup, and troubleshoot from that perspective
If user groups cannot be retrieved it could be that the search is taking too long to return from AD to WEM agent, either because of AD structure (multiple domains) or user belongs to many user groups and this takes more time to be retrieved, ultimately causing a timeout.
if above does not resolve, gather agent and broker debug logs and verify AD setup, and troubleshoot from that perspective
Issue/Introduction
User logs in and agent fails to start. In agent host log file you see the following error: Error while retrieving user token groups list
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