This document is intended to provide troubleshooting support for the Data Warehouse Report Server for CCC Data v.2.2.0.
Login loops when submitting credentials. Following a long session of activity, the DWRS UI requests a login page which continues to loop to the login page following submission of known good credentials.
This issue may be related to an expired session which does not fully close. The current workaround is to open a new session within an incognito window. If a similar session expires, this incognito window should be closed and a new one established. Another option is to fully close the browser which will clear all session cookie details, but depending on other existing sessions, this option may not be feasible.
QR code not registered. A user logs in for the first time and fails to register the displayed QR code for 2 Factor Authentication before proceeding with the login.
The “otp” setting in the user’s “Credentials” tab in Keycloak must be deleted by an Administrator. The user must reattempt the first time login once again to have a new QR code generated for registration in their TOTP Authenticator solution.
TOTP code fails login verification. A user receives an invalid verification code error when attempting to login.
The TOTP two factor authentication method is a time based protocol. It requires both the device displaying the TOTP code locally and the server which compares the code to be within a couple of minutes of true time. For clients who may not be using an NTP server to keep their workstations synced with Universal time, their time may have drifted significantly enough to display one TOTP code, but the server is expecting another. A time difference of two minutes is significant enough to misalign the expected values.
New symptoms and resolutions will be added as issues arise.