Login failures after cloning an AEM 6.5 LTS environment on Adobe Managed Services
This article explains how to restore access after a cloned Adobe Experience Manager 6.5 LTS environment on Adobe Managed Services becomes inaccessible because of login failures. It also describes how to investigate deployment issues that occurred before the failure. To fix this, restore the affected Author and Publish environments to a previous working snapshot, verify access and functionality, review relevant logs and cloning or deployment activity, and contact Adobe Support if the issue continues.
Description description
Environment
- Adobe Experience Manager 6.5 LTS
- Adobe Managed Services
- Cloned Author and Publish environments
Symptoms
- After cloning an AEM Managed Services LTS environment, login attempts to the Author or Publish environment fail, even when you use valid credentials.
- Access to the login page or Web Console fails.
- The cloned environment becomes inaccessible for administrative operations.
- Multiple credential sets do not work.
- No explicit error messages or stack traces appear during login attempts.
- The issue occurs at URLs such as
/system/console/bundlesand/libs/granite/core/content/login.html.
Cause
The cloning or deployment activity that occurred before the failure left the affected Author or Publish environment inaccessible for login and administrative operations. The specific cause requires a review of the server logs, cloning activity, pipeline executions, and deployment steps that occurred before the login failures.
Resolution resolution
Follow these steps to restore access and investigate the login failure:
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Restore the affected AEM Author and Publish environments to a previous working snapshot where login was successful.
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After the restoration, attempt to log in to both the Author and Publish environments using valid credentials. Confirm that access is restored.
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Verify that all expected services and functionality operate normally in both environments.
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If login failures persist, collect the relevant server logs from the affected environments and capture any errors or warnings generated during the login attempts.
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Review the server cloning and deployment processes for anomalies or delays. Pay particular attention to:
- Pipeline executions that occurred before the issue.
- Deployment steps that occurred before the login failures began.
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If the issue continues, provide the collected logs and a summary of the recent cloning and deployment activities when you contact Adobe Support.
Notes:
- Use the approved Adobe Managed Services process to restore an environment from a snapshot. If you do not have the required access, contact Adobe Support.
- Remove passwords, tokens, and other sensitive information before sharing server logs or deployment details.