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, 2019•Last modified by RSA Customer Support Employee on Sep 13, 2019
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Article Number000037395
Applies ToRSA Product Set: 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.
ResolutionPlease contact RSA Identity Governance & Lifecycle support for the resolution to this issue.
Notes

The 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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