Troubleshooting an Identity Bridge Connection

RapidIdentity Platform Documentation
Solution
Application
Content Type
Technical Documentation
Utilities & Services
ft:locale
en-US

When your Identity Bridge connection fails during testing, one of the following error messages displays:

  • "errorMessage: Unable to establish a connection to LDAP"

  • "ERROR isFile(): org.apache.commons.vfs2.FileSystemException: Could not determine the type of file"

  • "Bridge connection test failed. Failed to establish a connection over the bridge."

  • "ERROR openADConnection(): An error occurred while attempting to connect to server bridge"

  • "Your Action Sets that are setup for your bridge will also begin to fail."

  • "ERROR: Uncaught error while processing"

  • "System.ComponentModel.Win32Exception (2): The system cannot find the file specified."

To view an Identity Bridge connection status, you can navigate to Configuration in the Dashboard pop-up menu, then select System > Identity Bridge > Agents. This page displays the heartbeat status for each agent in the HEARTBEAT section.

  1. Open the Task Manager on your device and locate the chisel.exe processes.

    There should be one chisel.exe process for each Identity Bridge Agent in your RapidIdentity tenant.

  2. If chisel.exe is not present in the Task Manager, check your device to see if the file was removed by antivirus software.

    Chisel.exe is located in C:\Program Files\Identity Automation\Identity Bridge Agent\chisel.exe.

    1. Check your antivirus software quarantine list.
    2. If chisel.exe is present in the quarantine list, exclude it from your antivirus software. For information about excluding the Identity Bridge Agent, including chisel.exe, from Windows Security, see Excluding Identity Bridge Agent from Windows Security.
  3. If chisel.exe is present in the Task Manager, check your network firewall for websocket traffic restrictions.
    1. Use your network firewall's debug mode to view blocked network traffic.

      Below is an example of websocket domains that could be filtered by your network firewall

      ws://bridges.us002-rapididentity.com:80, ws://bridges.us001-rapididentity.com:80, https://ams.ia/us001-rapididentity.com/agents/<chiselID_hexcode>
    2. Add RapidIdentity websocket domains to your network firewall allowlist.
  4. Check your local firewall to determine whether chisel traffic is blocked.

    Identity Bridge communicates with the domain controller using LDAP on port 636. For troubleshooting information, see https://learn.microsoft.com/en-us/troubleshoot/windows-server/active-directory/enable-ldap-over-ssl-3rd-certification-authority#verify-an-ldaps-connection (Microsoft).

  5. Enable debug mode.
    1. Press Windows Key + R to open the Run window.
    2. Enter services.msc to open the Services window.
    3. Locate a service called Identity Bridge Automation.
    4. Right-click the Identity Bridge Automation service, then select Stop.
    5. Right-click the Notepad application, then select Run as administrator.
    6. In Notepad, open C:\Program Files\Identity Automation\Identity Bridge Agent\appsetting.json.
    7. Press Control + H to open the Find and Replace window.
    8. In the JSON file, replace all "Warning" values with the following value: "DEBUG".
    9. Replace "agent.log" with the following value: "agent_[date].log", then save the file.
    10. In the Run window, enter services.msc to open the Services window.
    11. Right-click the Identity Bridge Automation service and select Start.
    12. In your RapidIdentity administrator portal, test the Identity Bridge Agent. See Testing an Identity Bridge Connection for more information.
    13. Open C:\Program Files\Identity Automation\Identity Bridge Agent\agent.log to view specific connectivity issues in the Identity Bridge Agent logs.
    14. After you resolve the issue, open C:\Program Files\Identity Automation\Identity Bridge Agent\appsetting.json in Notepad and replace all "DEBUG" values with "Warning", then save the file.
    15. In the Services window, restart the Identity Bridge Automation service.
  6. If troubleshooting is not successful, attach C:\Program Files\Identity Automation\Identity Bridge Agent\agent.log to a service request.

Your Identity Bridge connection is restored.