KB35489: When using Integrated Authentication (Kerberos) with MicroStrategy Web 9.x or 10.x users see the projects page then the login page then the projects page again in a loop sequence

SYMPTOM:
Using Strategy Web 9.x or 10.x whilst setting up Integrated Authentication, Kerberos, if projects first is configured and Integrated Authentication is one of the authentication modes but not the default one the end user experiences the following sequence of events:
 
Projects Page is displayed
 

 
Logging Page is displayed
 

 
After user clicks on Integrated Authentication the projects page appears again
 

 
If the user clicks on the project the login page will appear one more time and so on...
 
CAUSE:
There is an issue with the SPN Internet Explorer is using to query the Key Distribution Center (KDC or Domain Controller) to gain access to the service. Before Internet Explorer can gain access to the Web Service being hosted in the Web Server Machine it queries the KDC for a SPN with the following format: HTTP/
 
If there is an error from the KDC, i.e. SPN was not found, the user is not trusted for delegation... Internet Explorer will not be able to successfully connect to the Web Server and might show the above described behaviour.
 
ACTION:

• Use Wireshark in the client machine to learn the SPN Internet Explorer is using to query the KDC.
• Start Wireshark, reproduce and stop the trace.
• Filter the Wireshark trace by the Kerberos protocol. If Wireshark does not show any Kerberos traces log out the client machine, log back in and try again until Wireshark captures the Kerberos requests sent from Internet Explorer.

An example of an error:

KRB5 KRB Error: KRB5KDC_ERR_S_PRINCIPAL_UNKNOWN

• Make sure the SPN Internet Explorer is sending matches the SPN of the Web Service user in the KDC and that the user is trusted for delegation

 
Third Party Software Installation WARNING
The third-party product(s) discussed in this technical note is manufactured by vendors independent of Strategy. Strategy makes no warranty, express, implied or otherwise, regarding this product, including its performance or reliability.
KB35489