000037861 - Quick Setup hangs forever at setting up operating system for RSA Authentication Manager 8.x

Document created by RSA Customer Support Employee on Aug 30, 2019
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Article Number000037861
Applies ToRSA Product Set: SecurID
RSA Product/Service Type: Authentication Manager 
RSA Version/Condition: 8.x
IssueWhen completing Quick Setup for a new Authentication Manager 8.x installation, it hangs indefinitely at the task of Setting up Operating System. If you access Authentication Manager and look at the /opt/rsa/am/quick_setup/logs/rsa-console.log, you will find the following error reported. 

@@@2019-08-22 21:08:38,600 ERROR [[ACTIVE] ExecuteThread: '0' for queue: 'weblogic.kernel.Default (self-tuning)']
GUILog.traceException(607) | exception:
com.rsa.amappliance.web.quicksetup.util.SetupException: Failed to obtain current date and time from provided NTP servers
at com.rsa.amappliance.web.quicksetup.util.SetupUtility.lookupCurrentTimeFromNtp(SetupUtility.java:304)
at com.rsa.amappliance.web.quicksetup.action.SetupSummaryAction.getConfiguredSystemTime(SetupSummaryAction.java:147)
at com.rsa.amappliance.web.quicksetup.action.SetupSummaryAction.nvGetConfiguredSystemDateTime(SetupSummaryAction.java:120)
at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)
at sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:57)
at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43)
at java.lang.reflect.Method.invoke(Method.java:606)
at org.apache.struts.actions.DispatchAction.dispatchMethod(DispatchAction.java:26

CauseThere is an issue with the NTP server configured during Quick Setup. Authentication Manager cannot retrieve the date and time from NTP to complete setting up the operating system. 
ResolutionYou can either fix the issue on the NTP server side, or reboot Authentication Manager, go through Quick Setup again and use a different NTP server. 
WorkaroundAs a workaround, you can skip setting up an NTP server. 
  1. Reboot Authentication Manager and go through Quick Setup.
  2. At the step where you're asked for the Time Source, select Sync to the physical machine hosting this virtual appliance.
  3. Complete Quick Setup normally and it should complete successfully. 
  4. You can set up an NTP server as a time source at a later time from the Operations Console (Administration > Date & Time > Edit).