Hi Dear

I am experiencing an issue with the Guardium GUI login process.

When I access the Guardium login page and enter valid credentials, the authentication process does not complete successfully. Instead, the GUI remains stuck on the loading screen indefinitely, preventing access to the system.

The issue affects the following users:

• admin

• accessmgr

As part of my troubleshooting efforts, I have verified that all certificates are valid and up to date. However, the issue persists.

This problem was initially observed in Guardium version 11.5.4.5. To resolve it, I upgraded the system to the latest available version, 11.5.8.0. Unfortunately, the issue remains unchanged after the upgrade.

It is important to note that I do not experience this problem on Guardium version 11.4.9.1, where the GUI login works normally.

Could you please assist in identifying the root cause of this issue and advise on any recommended troubleshooting steps, known defects, or fixes?

Thank you for your assistance.

Best regards,

Baousi

Hi Milad,

Did you try to "unlock admin" and/or "unlock accessmgr" through CLI commands?

Br,

Nadja

Hi Nadja,

Yes, I tried both "unlock admin" and "unlock accessmgr" through the CLI commands, but unfortunately, the issue was not resolved.

Br,
Milad

Hi Rizwan,

Thank you for your suggestion.

I ran the clear servlet command from the CLI and restarted the GUI, but unfortunately, the issue still persists.

Regards,
Milad

Hello Milad,

A few similar Guardium cases have been reported where the login page remains on the loading screen even though the credentials are valid.

Since the issue affects both admin and accessmgr accounts, persists after upgrading from 11.5.4.5 to 11.5.8.0, and does not occur on 11.4.9.1, I would recommend focusing on the GUI and authentication components rather than the user accounts themselves.

A few things to check:

• Verify whether the accounts are locked and, if necessary, unlock them from the CLI.
• Review the Guardium application and authentication logs around the time of the login attempt.
• Collect a MustGather package for authentication/UI troubleshooting and review it for errors.
• Confirm whether any LDAP, SAML, or other external authentication configuration is in use.
• Check whether the appliance is using the default Tomcat certificate. IBM has documented cases where restoring the Tomcat certificate resolved GUI loading issues.

IBM references:

• IBM Documentation – Running MustGather from the CLI for authentication and UI issues.
• IBM Support – "IBM Security Guardium - GUI not Loading."
• IBM Community discussion: "GUI is loading can't able to login."

If you can share any errors from the logs or browser console, it may be possible to narrow this down further and determine whether this is a configuration issue or a known defect in the 11.5.x code stream.

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Allan Solomon Mejia
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Hi Allan,

We have checked the system logs and reviewed the MustGather authentication logs.

The user accounts are not locked.

The users are not connected to LDAP.

We also could not find any article related to the "GUI not loading" issue.

After the upgrade to version 11.5.8.0, the Tomcat certificates were updated as part of the process.

Please let me know if any further analysis is required.

Regards,
Milad

Hi Milad,

Sharing the following links for your reference: 

IBM Support: https://www.ibm.com/support/pages/ibm-security-guardium-gui-not-loading-0

IBM Documentation – Running MustGather from the CLI for authentication and UI issues:

https://www.ibm.com/docs/en/gdp/12.x?topic=problems-running-mustgather-from-cli

IBM Community Discussions (Similar Symptoms):

Unable to Access GUI
https://community.ibm.com/community/user/discussion/unable-to-access-gui
No Access to IBM Guardium Web Interface
https://community.ibm.com/community/user/discussion/no-access-to-ibm-guardium-web-interface
Guardium Central Manager GUI Issue
https://community.ibm.com/community/user/discussion/guardium-central-manager-gui-issue

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Allan Solomon Mejia
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