Troubleshooting IMS and Connection Client
The following troubleshooting steps should be followed when users are having issues with logging into the Connection Client using a federated IMS account.
- Have the user try to login into the following with their federated company email address and password.
- https://ims.bentley.com/IMS/Account/Login?ReturnUrl=%2fIMS%2fprofile
- The Email field should automatically populate and clicking on Sign In will redirect the user to their IDP. If this does not work it could be an issue with the Federation established between the users IDP and Bentley IMS. Bentley will need to review the users IDP and see why it is not doing a redirect.
- Have the user attempt to login from the IDP page. If successful then the user will be redirected to their profile page. The user should verify their information is correct, especially their organization.
- If any of the steps above result in errors then Bentley will need to check on the IMS Server side.
- If everything works in the first test outlined above but the Connection Client still will not connect, then the Conection Client (CC) logs will need to be pulled from the local computer and sent to Bentley for review.
- To get the CC log files go to Windows Explorer and enter the following folder path. Send all files in this location with a .LOG extension to Bentley for review. %localappdata%\bentley\logs
- If the issue cannot be determined and corrected from the log files provided above then the Telerik Fiddler tool can be run to get a better picture of the IMS traffic and what is happing during the communication.
**Please note that Fiddler is a network sniffer much like WireShark. Please check your corporate policy or with your company security team before running Fiddler on your computer or company network**
- Telerik Fiddler can be downloaded from the following vendor website.
https://www.telerik.com/fiddler
- Admin rights may be required to install Fiddler software on the user computer. Perform the default installation.
- Once installation has completed, open the Fiddler application from the Start menu and click on Tools > Options and check the box to Decrypt HTTPS traffic on the HTTPS Tab as shown below.
- For additional information on decrypting the HTTPS traffic please visit the following. http://docs.telerik.com/fiddler/Configure-Fiddler/Tasks/DecryptHTTPS
- Close and restart the Fiddler application. You should now see IMS traffic in the trace window as shown below.
- While the Fiddler application is running, you will need to reproduce the error with the connection client. All traffic and errors related to this connection will be logged.
- Finally, you will need to click on File > Save > All Sessions… and create a .SAZ file containing the log information that can be zipped up and sent to Bentley for review.