000014290 - Error: 'There was a Problem processing request. There was a problem looking up the backup location information.' appears when try to run backup.

Document created by RSA Customer Support Employee on Jun 14, 2016Last modified by RSA Customer Support Employee on Apr 21, 2017
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Article Number000014290
Applies ToRSA Appliance 3.0
IssueError: "There was a Problem processing request. There was a problem looking up the backup location information." appears when try to run backup.
java.lang.exception: system error stopping rsaam_radius_cap, status code: 28001   This is seen from the operations console.
Appliance operations console does not display current version under maintenance tab and apply update menu.
"Current Appliance Version: NOT FOUND" in operations console,maintenance tab menus

"Last Scan Date: NOT FOUND" in Operations Console, maintenance tab menus


RSA services take long time to start and the services automatically get restarted disconnecting the security console and operations console. Administrator cannot log on to Security Console or Operations Console intermittently.
Cause

The appliance version cannot  be retrieved, possibly due to a problem with the raa or raa-lighttpd services. The potential issues with the raa and raa-lighttpd services are being investigated and will be addressed in a future hotfix if necessary.

Resolution

 Rebooting the appliance may clear the condition.


1. Log on to appliance as emcsrv


2. sudo su - rsaadmin ( You will be prompted for password)


3. Issue the following commands:


cd /usr/local/RSASecurity/RSAAuthenticationManager/server


./rsaam stop all


exit


sudo su - root


/sbin/shutdown -r now


When the reboot is complete and services are started, check to see if the issue is resolved.


If not, please collect the following and open a case with Support:


/var/log/messages


/var/log/raa (all log files)


The output of the following commands:


service raa status


service raa-lighttpd status

Legacy Article IDa51078

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