000037371 - After upgrading to RSA NetWitness Logs and Network 11.x, the host's status is stuck at 'Rebooting'

Document created by RSA Customer Support Employee on Apr 28, 2019
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Article Number000037371
Applies ToRSA Product Set: NetWitness Logs & Network
RSA Product/Service Type: Admin Server, UI
RSA Version/Condition: 11.X
Platform: CentOS 7
IssueAfter successfully upgrading a host to NetWitness 11.x, the NW UI shows the host's status as 'Rebooting' under ADMIN-Hosts as shown below.
User-added image
Rebooting the host does not change the status.
Other than 'Rebooting' status, no apparent issue is noticed for the host or the services.
CauseThe issue can occur when 'appliance_update' collection in 'sa' database is not updated with the correct status.
ResolutionPlease perform the following steps to resolve the issue.
  1. SSH to each of the host\s showing as rebooting in the UI
  2. Note the node ID
    cat /etc/salt/minion
  3. SSH to the NW Admin Server (nw-node-zero)
  4. Log in to the mongo db as deploy_admin user
    mongo admin -u deploy_admin -p <Password>
    Note: Replace <Password> with the actual password.
  5. Show available databases and change to use 'sa'.
    > show dbs
    sa xGB

    > use sa
    switched to db sa

  6. For each host showing rebooting, replace <NODE_ID> with the one noted from step #2.
    >db.appliance_update.update({ "_id" : "<Node_ID>" }, { $set: { status : "REBOOTED", acceptWarning : false}})

    >db.appliance_update.update({ "_id" : "992dcb11-39c2-4c11-b9c9-7f5e98f3c111" }, { $set: { status : "REBOOTED", acceptWarning : false}})

    The following result is expected for successful execution.
    WriteResult({ "nMatched" : 1, "nUpserted" : 0, "nModified" : 0 })

  7. Log in to the NW Admin Server UI and confirm the status of each host.