BillingCare NAP - CONNECT Error (Cannot Establish Connection to BRM) (Doc ID 2988891.1)

Last updated on NOVEMBER 23, 2023

Applies to:

Symptoms

BillingCare 12.8 version is installed with existing user of 12.3 version. Upon trying to login with existing user, a banner appears as below:

Sorry, the system is unable to load the resources details from BRM at this time. Contact your systems administrator if you are unable to resolve the problem.
After a while, BillingCare page opens and when we try to use search utility, following error appears:
The system is unable to complete the task. Contact your supervisor.

Following is the error from from billingcare server log:
---------------------------------------------------------
SEVERE: Unable to retrieve the records for template
DeterminateError - ERR_NAP_CONNECT_FAILED
CreateConnections Error ERR_STREAM_EOF
java.lang.String:0: ErrBuf Fields:
Error=ERR_STREAM_EOF Loc=PCP
Field=UnknownField0 Rec=0 reserved=0
Facility=0 MessageID=0 Time=7:28 AM Version=0 Reserved2=0
Args=<none>
Nested Error:
<none>
:0: ErrBuf Fields:
Error=ERR_NAP_CONNECT_FAILED Loc=Unknown Location
Field=UnknownField0 Rec=0 reserved=0
Facility=0 MessageID=2 Time=7:28 AM Version=0 Reserved2=0
Args=<none>
Nested Error:
<none>

Following is the error from from BRM CM log:
------------------------------------------------
E Mon Nov 20 09:31:56 2023 <HOSTNAME> cm:1107181 cm_login_pw001.c(28):551 2:<HOSTNAME>:cm:1031736:-1486712329:1700494316:1::::
bad login for "root.0.0.0.1 ((null))", failure type 6
E Mon Nov 20 09:31:56 2023 <HOSTNAME> cm:1107181 cm_login_pw001.c(28):718 2:<HOSTNAME>:cm:1031736:-1486712329:1700494316:1::::
bad pcp_send, err 39
E Mon Nov 20 09:31:56 2023 <HOSTNAME> cm:1107181 cm_child.c(142):2733 2:<HOSTNAME>:cm:1031736:-1486712329:1700494316:1::::
CM bad login attempt from ip_addr=<HOSTNAME>.com:42662, err=56(PIN_ERR_BAD_LOGIN_RESULT), field=0(0)

Cause

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