000033870 - Collection is stuck in the data collection phase in RSA Identity Governance & Lifecycle 6.9.1

Document created by RSA Customer Support Employee on Apr 24, 2019Last modified by RSA Customer Support Employee on Apr 24, 2019
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Article Number000033870
Applies ToRSA Product Set: Identity Governance & Lifecycle
RSA Version/Condition: 6.9.1
 
IssueA collector gets stuck in the data collection stage with the following message:
 
Sent request to agent hosting the collector
 


A restart of the application server does not help. While the collector is stuck, test collections for other collectors also tend to fail, as shown here:



Collection stuck on Data Collection
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 can 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
Resolution
Please contact RSA Support for solution steps.

 


 
NotesThe equivalent article for RSA Identity Governance & Lifecycle 7.x is KB 000037395 - Collection is stuck in the data collection phase in RSA Identity Governance & Lifecycle 7.x.

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