Production - CAMIS Access denied

Owned by Noreen Dertinger
Last updated: Aug 30, 2023
2 min read

Example: DevOps task 289013 Troubleshoot CAMIS Access denied issue from
DevOps bug DevOps ticket 288997 CAMIS access denied


Possible causes:

EIG Login Username and Password are the user’s windows Username and Password. Issues with the login can be caused by:

  1. password entered incorrectly (or locked)

  2. Token entered incorrectly (or locked)

  3. EIG is down: nobody will be able to log into CAMIS (or NORMS) in that case.

 

  1. Verify that CAMIS Production is running by logging in with your production account: https://eig.tc.gc.ca/camis-simac/

    1. If you cannot connect (problem #3): send an email to the web service group. Include the affected links and a screenshot of the error in the email.

      1. Since NORMS is also authenticated using EIG check if EIG is working as well and include the affected link(s) applicable.

    2. If you can login, and the client provided a link to a specific item within CAMIS, verify that the link the user provided is working as well.

  2. Verify that the client’s account is active in CAMIS

    1. Should an update have to be made via the database, the record is in the
      CAMIS database table AA008_APPLICATION_USER. The record can be retrieved by USERID.

    2. There are no corresponding records in the table YA096_PERSON for CAMIS users.

    3. In the majority of cases, these users do not have 2FA access and there are no corresponding records in the TWOFA database.

  3. If steps 1 and 2 work for you, reach out to the client. Recommendation: observe how the user is logging in via a screenshare. Obtain (with permission) or ask the user to provide a screenshot of the error to confirm if the issue is with their EIG access.

    1. If the user cannot login an Orion ticket should be logged / or any existing Orion ticket directed to the client’s local service desk.