TEP desktop login hangs with message "KFWITM006I Validating user credentials"

TEP desktop login hangs with message "KFWITM006I Validating user credentials"

Problem(Abstract)
Correct user authentication parameters (login name and password) are given in the TEP Desktop Client, but the login hangs at the message "KFWITM006I Validating user credentials."

Cause
One possibility is that there has been some change in the java installation affecting it's ability to retrieve various java classes.

Diagnosing the problem
1) Check whether the installed java version satisfies the minimum requirement for the TEP version you are at.

2)If installed java version is correct, then when the TEP login hangs with the message "KFWITM006I", click "Cancel" and look for the following entries in TEP desktop client logs.
Location of TEP desktop client logs is : %candlehome%\cnp\logs

Look for error kcjras1.log: Error loading User Permission Cross-Reference tables:candle.fw.model.RequestNotSupportedException:KFWITM219E Request failed during creation.

If this error is present, then look at KCJ.log. The KCJ.log file is appended each time, therefore open this file and look for errors/exceptions at the end of the file. Some of the examples or errors/exceptions seen are as below:

i) JVMJ9VM019E Fatal error: Unable to find and initialize required class java/lang/Object

ii) Exception in thread "Thread-6" java.lang.ExceptionInInitializerError

Check if any one or more similar errors are present at the bottom of KCJ.log

Note: "Thread-6" is dynamic value and it can change between invocations.

Resolving the problem
Reinstall java version as per following steps:

If any ITM components other than TEP desktop client are also present on the same machine then stop those components.

1)Go to "Add/Remove programs" in control panel and uninstall Java.

2)after uninstall is complete it will ask to reboot the machine.

3)click "yes" and reboot the machine.

4)Default IBM java installation directory is : C:\Program Files\IBM\Java50

Default sun Java installation directory is : C:\Program files\Java.

5)Go to java installation directory , rename and back up installation directory to some other place and then completely remove it completely from installation location.

6)Reinstall Java. Reboot machine if asked.

Start ITM components other than TEP desktop client (if present).

Login to TEP desktop client.