000038695 - User Interface does not load after upgrade to RSA NetWitness Platform 11.4.1.0

Document created by RSA Customer Support Employee on Apr 16, 2020
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Article Number000038695
Applies ToRSA Product Set: NetWitness Logs & Network
RSA Product/Service Type: NetWitness Admin Server
RSA Version/Condition: 11.4.1.0
Platform: CentOS
O/S Version: 7
IssueAfter upgrading to version 11.4.1.0, the User Interface on the Admin Server does not load. Due to this the login page only displays a blank End User License Agreement page.

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This can be confirmed by looking in the /var/netwitness/uax/logs/sa.log file. Within this file the following error will be displayed:

Context initialization Failed / Error creating bean with name 'systemStatusController'
WorkaroundFollow the below steps to reload the Admin server and bring the User Interface back online.
  1. SSH into the Admin Server (UI server). Ensure you are logged in as the root user.
  2. Move all the files in /tmp to a backup location.
  3. Restart the RabbitMQ service if there are any exceptions in /var/log/rabbit@xxxxx.log or large (backed up) message queues in the RabbitMQ CLI.



service rabbitmq-server restart


When looking in the RabbitMQ CLI the following are indications of large (backed up) message queues.
  • There is a steady increase in Queued Messages in the Overview page. If the graph shows constantly over 1000.
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  • Consumers are missing in the Queues tab.
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  • If the messages that are backed up in the queue are causing instability and they are not critical messages, the queues can be purged.
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  1. Restart the Security Server by running the following command:


service rsa-nw-security-server restart


  1. Restart the Jetty server by running the following command:


service jetty restart


Note: The Jetty server must have the mongodb, rabbitmq, security server, and config server running to function. Ensure all the services running and that the root partition "/" is not at 100%.

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