000037395 - Collection is stuck in the data collection phase in RSA Identity Governance & Lifecycle 7.x

Document created by RSA Customer Support Employee on Apr 24, 2019Last modified by RSA Customer Support Employee on Dec 19, 2019
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Article Number000037395
Applies ToRSA Product Set: RSA Identity Governance & Lifecycle
RSA Version/Condition: 7.0.x, 7.1.x
 
IssueA collector becomes stuck in the Data Collection phase of collection with status In Progress, as shown here:
 
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Other Collectors queued after this collector will remain stuck in Status New and will not complete at the scheduled time.
CauseThe most likely cause of this issue is with the configuration and availability of the target system. In most cases, the collector will simply fail. However, the agent may not be allowed to end the connection by the target system in some cases. As a result, the collection agent gets stuck. This is not normal behavior.

Here are a few scenarios where the target system may force the agent to become stuck:
  • Wrong referral configuration in Active Directory.  Try using Ignore referral settings. If referral is required, check the referral configuration in AD.
  • DNS failover.  The collector is setup so that a hostname resolves to multiple IPs for failover.  Try using a single target.
ResolutionCurrently manual intervention is required to stop the stuck collection and allow other collections to run. Please contact RSA Identity Governance & Lifecycle Support for this resolution.

There is an RSA Identity Governance & Lifecycle Idea posted on RSA Link suggesting that a timeout option be added to collections so that in the case of a stuck collection, it will timeout and allow other collections to process. To vote for this Idea, please go to Option to define collection duration (time out).and press the Vote up button.

 
NotesThe equivalent article for RSA Identity Governance & Lifecycle 6.9.1 is KB 000033870 -- Collection is stuck in the data collection phase in RSA Identity Governance & Lifecycle 6.9.1
 

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