Virtual Host Setup: Troubleshooting

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on Apr 10, 2019•Last modified by RSA Information Design and Development

on Dec 2, 2020

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This section describes solutions to problems that you may encounter during installations and upgrades. In most cases, NetWitness Platform creates log messages when it encounters these problems.

Note: If you cannot resolve an upgrade issue using the following troubleshooting solutions, contact Customer Support (https://community.rsa.com/docs/DOC-1294).

This section has troubleshooting documentation for the following services, features, and processes.

Go to the Master Table of Contents to find all RSA NetWitness Platform 11.x documents.

Command Line Interface (CLI)

Error Message

Command Line Interface (CLI) displays: "Orchestration failed."

Mixlib::ShellOut::ShellCommandFailed: Command execution failed. STDOUT/STDERR suppressed for sensitive resource in/var/log/netwitness/config-management/chef-solo.log

Cause

Entered the wrong deploy_admin password in nwsetup-tui.

Solution

Retrieve your deploy_admin password.

SSH to the NW Server host.
security-cli-client --get-config-prop --prop-hierarchy nw.security-client --prop-name deployment.password
SSH to the host that failed.
Run the nwsetup-tui again using correct deploy_admin password.

Error Message	ERROR com.rsa.smc.sa.admin.web.controller.ajax.health. AlarmsController - Cannot connect to System Management Service
Cause	NetWitness Platform sees the Service Management Service (SMS) as down after successful upgrade even though the service is running.
Solution	Restart SMS service. systemctl restart rsa-sms

Error Message

You receive a message in the User Interface to reboot the host after you update and reboot the host offline.

Cause

You cannot use CLI to reboot the host. You must use the User Interface.

Solution

Reboot the host in the Host View in the User Interface.

Event Stream Analysis

For ESA Correlation troubleshooting information, see the Alerting with ESA Correlation Rules User Guide.

NetWitness UEBA

Problem

The User Interface is not accessible.

Cause

You have more than one NetWitness UEBA service existing in your NetWitness deployment and you can only have NetWitness UEBA service in your deployment.

Solution

Complete the following steps to remove the extra NetWitness UEBA service.

SSH to NW Server and run the following commands to query the list of installed NetWitness UEBA services.
# orchestration-cli-client --list-services|grep presidio-airflow
... Service: ID=7e682892-b913-4dee-ac84-ca2438e522bf, NAME=presidio-airflow, HOST=xxx.xxx.xxx.xxx:null, TLS=true
... Service: ID=3ba35fbe-7220-4e26-a2ad-9e14ab5e9e15, NAME=presidio-airflow, HOST=xxx.xxx.xxx.xxx:null, TLS=true
From the list of services, determine which instance of the presidio-airflow service should be removed (by looking at the host addresses).
Run the following command to remove the extra service from Orchestration (use the matching service ID from the list of services):
# orchestration-cli-client --remove-service --id <ID-for-presidio-airflow-form-previous-output>

Note: Run the following command to update NW Server to restore NGINX:
# orchestration-cli-client --update-admin-node

Problem

If your system is processing all six NetWitness UEBA schemas: AUTHENTICATION, FILE, ACTIVE_DIRECTORY, PROCESS, REGISTRY and TLS, you need to update the spring_boot_jar_pool parameter to five schemas.

Note: If the UEBA system is processing only five schemas or less, you don't need to update this parameter.

Solution