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AuthenticationSupport service missing. Cannot authenticate request.

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Level 2

AEM 6.5 SP19

4GB max heap, 4 cores

 

We have the very common "AuthenticationSupport service missing. Cannot authenticate request." error.

There are no errors in the logs prior to this one (we created a custom logger for Info and org.apache + com.day.cq).

 

This is our stage environment (out of dev --> stage -> prod). 

 

We have also tried the following to no avail:

Attempt 1

 rm -rf crx-quickstart/launchpad/config/org/apache/sling/jcr/repoinit (Ref.)

Attempt 2

Ref.

rm -rf /author/crx-quickstart/repository/segmentstore/repo.lock
rm -rf /author/crx-quickstart/launchpad/felix/cache.lock

Attempt 3

We don't have custom repoinit scripts. (Also from Ref.)

Attempt 4

rm -rf /author/crx-quickstart/launchpad/felix/cache.lock (Also from Ref.)

Attempt 5

rm -rf crx-quickstart\repository\index (Ref.)

Attempt 6

Navigate to <server:port>/system/console/bundles (admin/admin) and make sure all bundles are started. Click start if they are not. The following are not started and are ok: 

AEMFD Signatures Bundleadobe-aemfd-signatures
Adobe - XMPFiles Worker platform fragment linuxcom.adobe.xmp.worker.files.native.fragment.linux
Adobe - XMPFiles Worker platform fragment macosxcom.adobe.xmp.worker.files.native.fragment.macosx
Adobe - XMPFiles Worker platform fragment wincom.adobe.xmp.worker.files.native.fragment.win
AEMDS xerces fragment for day-commons-jstladobe-aemds-core-xerces-fragment
JJWT :: Extensions :: Jacksonio.jsonwebtoken.jjwt-jackson
JJWT :: Implio.jsonwebtoken.jjwt-impl

8 Replies

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Community Advisor

what are the major changes you did before getting this error - can you track the changes?

looks to be some corruption with repository. is this error in your local environment?

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Level 2

We can track our changes and we did not make any unusual changes before it happened. Just normal content changes.

 

This is our stage environment (out of dev --> stage -> prod). 

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Community Advisor

can you raise a Adobe Support ticket or restore from last working back up?

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Level 2

Yes, we have raised numerous tickets for this issue, but Adobe has not been able to provide a solution so far.

Yes, restoring from backup (obviously) works, but is not a viable long term solution.

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Community Advisor

Hi @hnordberg ,

I have encountered this issue in past and for me the RCA  was  "java.lang.OutOfMemoryError: Java heap space" which was giving null exception and that was eventually leading to "AuthenticationSupport service missing" . 
So try to add the JVM option in your start.bat file and then restart the instance, see if that fix your issue.

Thanks
Tarun

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Level 2

There is no heap error before this error. We use 4GB max heap, 4 cores.

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Administrator

@hnordberg Did you find the suggestions from users helpful? Please let us know if more information is required. Otherwise, please mark the answer as correct for posterity. If you have found out solution yourself, please share it with the community.



Kautuk Sahni