Mideye Authentication & Error Guide
This guide helps you diagnose and resolve common issues with Mideye Server. Each section focuses on specific problem areas with practical solutions based on real-world customer scenarios.
How to Use This Guide
Section titled “How to Use This Guide”- Start with symptoms — If you see an error message, search for it in this guide or check the Quick Reference
- Use the web interface — Most issues are visible in the web administration interface under Log Files, Authentication Logs, and Audit Logs
- Follow diagnostic steps — Each section provides step-by-step troubleshooting procedures
- Apply solutions — Implement fixes via the web interface when possible, then verify resolution
- Contact support — If issues persist, collect logs and contact Mideye Support
Quick Symptom Finder
Section titled “Quick Symptom Finder”| Symptom | Most Likely Section |
|---|---|
| ”Phone or token number is invalid or missing” | Phone Number Issues |
| Service fails to start after upgrade | Installation & Upgrade Issues |
| ”Failed to connect to LDAP profile” | LDAP Connection Issues |
| Database connection errors on startup | Database Issues |
| Magic link authentication not working | External Service Issues |
| RADSEC certificate errors | Certificate & RADSEC Issues |
| Service starts but authentication fails | Startup & Timing Issues |
| Special characters in username/password | Character Encoding Issues |
| SMS OTP not delivered / Switch unreachable | External Service Issues |
| SSL proxy intercepting Switch traffic | External Service Issues |
Troubleshooting Sections
Section titled “Troubleshooting Sections”Common problems during package installation and upgrades:
- Service starts before configuration files are ready
- Missing or inaccessible configuration files
- File permission errors after upgrade
- Database not ready during first startup
- Database migration failures
Phone number authentication and validation problems:
- “Phone or token number is invalid or missing” errors
- Hidden characters from copy-paste operations
- Wrong plus sign Unicode characters
- LDAP attribute mapping issues
- Phone number format requirements
Problems connecting to LDAP or Active Directory:
- Connection timeout errors
- Certificate validation failures with LDAPS
- “User does not exist” vs connection errors
- SSL/TLS configuration
- Testing directory connectivity
Database connectivity and configuration problems:
- Connection pool errors
- Database not available during startup
- Database migration lock issues
- Verifying database connectivity
Problems with Mideye external services:
- MAS Magic Link connectivity
- Mideye Switch primary/secondary failover
- SSL proxy and MITM interception of Switch traffic
- Proxy configuration issues
- Verifying external endpoints
Certificate and RADSEC configuration problems:
- Self-signed certificate issues
- RADSEC certificate loading failures
- Certificate format requirements
- Certificate expiration
- Using the Certificate Management page
Service initialization and timing problems:
- Service start order dependencies
- Silent failures during initialization
- External services not ready at startup
- Health check procedures
How to read and interpret Mideye Server logs:
- Using the web interface Log Files page
- Authentication failure patterns
- Connection error identification
- Error code reference
- Collecting logs for support
Character encoding and internationalization problems:
- RADIUS encoding types per client
- Username with special characters
- Password encoding issues
- Database character encoding
Fast lookup reference:
- Common error messages and solutions
- File locations (Linux and Windows)
- Default ports and protocols
- Emergency recovery procedures
General Troubleshooting Approach
Section titled “General Troubleshooting Approach”1. Identify the Problem
Section titled “1. Identify the Problem”- What failed? Authentication, service startup, configuration change?
- When did it start? After upgrade, config change, or spontaneously?
- Error messages? Note exact text including error codes
- Reproducible? Does it happen consistently or intermittently?
2. Gather Information Using the Web Interface
Section titled “2. Gather Information Using the Web Interface”- Check Authentication Logs for user authentication issues
- Review Log Files for system errors
- Examine Audit Logs for recent configuration changes
- Check service status from the operating system
3. Isolate the Cause
Section titled “3. Isolate the Cause”- Test individual components (LDAP, database, external services)
- Review recent changes (upgrades, configuration, network)
- Compare with known working configuration
- Check firewall and network connectivity
4. Apply Solution
Section titled “4. Apply Solution”- Use the web administration interface for configuration changes when possible
- Apply fixes incrementally
- Test after each change
5. Verify Resolution
Section titled “5. Verify Resolution”- Test the original failing scenario
- Monitor logs for recurring errors
- Verify dependent functionality works
Getting Help
Section titled “Getting Help”If you cannot resolve an issue using this guide:
-
Collect diagnostic information:
- Export relevant log files from the Log Files page
- Note exact error messages and timestamps
- Document reproduction steps
- Capture screenshots if relevant
-
Contact Mideye Support:
- Provide collected diagnostic information
- Include Mideye Server version
- Describe expected vs actual behavior
- Share relevant configuration (sanitize passwords and secrets)
-
Include context:
- Operating system and version
- Database type and version
- LDAP/AD infrastructure details
- Network topology (firewalls, proxies, VPNs)
- Recent changes to environment