000014903 - Fneserver fails to start after upgrading to RSA Security Analytics 10.3 SP1

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 Number000014903
Applies ToRSA Security Analytics
RSA Security Analytics 10.3
RSA Security Analytics 10.3.1
RSA Security Analytics 10.3.2
RSA Security Analytics Server
Flexera FNE Server
IssueFneserver fails to start after upgrading to RSA Security Analytics 10.3 SP1.

The following error message is seen when navigating to Administration -> System -> Licensing in the SA UI:  Failed to get features from LLS



 

Issuing the command service fneserver status displays the following error:



chown: invalid user: `fne:fne'
pgrep: invalid user name: fne
fneserver is stopped




 

Issuing the command service fne start displays the following error:



Starting fneserver: chown: invalid user: `fne'
/etc/init.d/fneserver: line 114: cd: /var/lib/fneserver: No such file or directory



 

The License Server ID is unknown in the Security Analytics UI when navigating to Administration -> System -> Info.


CauseThis issue occurs because of a corruption in the RPM script that is executed during a version upgrade that does not preserve the configuration.
Resolution

A permanent fix to resolve the issue is present in RSA Security Analytics 10.3 SP2.  If you experience this issue, follow one of the solutions below to return the FNE server to full functionality.


 


Solution #1:  Force a re-install of the fneserver package


  1. Download the fneserver-4.6.0-56.el6.x86_64.rpm package and transfer it to the /root directory on the Security Analytics server appliance.
  2. Connect to the Security Analytics server appliance via SSH.
  3. Navigate to the /root directory when the command cd /root if necessary.
  4. Issue the following command to force the fneserver package to be re-installed on the appliance:  rpm -ivh fneserver-4.6.0-54.el6.x86_64.rpm --force
  5. Confirm that the fneserver has successfully started by issuing the following command:  service fneserver status
  6. Ensure that the service starts on a system reboot by issuing the following command:  chkconfig --levels 2345 fneserver on

 


Solution #2:  Create the missing fne user and re-activate the licenses


  1. Connect to the Security Analytics server appliance via SSH.
  2. Confirm that the fne user is not present in the /etc/passwd file.
  3. Issue the following command to create the fne user:  useradd fne -c "Flexera License Server" -d /var/lib/fneserver -s /bin/bash
  4. Start the fneserver service with the following command:  service fneserver start
  5. Ensure that the service starts on a system reboot by issuing the following command:  chkconfig --levels 2345 fneserver on
  6. Log into Download Central and download the Offline Capability Response for the Security Analytics server.  (See How to apply licenses to an RSA Security Analytics server for additional information.)
  7. In the Security Analytics UI, navigate to Administration -> System -> Licensing -> Offline and upload the Offline Capability Response.
  8. Navigate to Administration -> Devices.  If the devices are still not licensed, select each device and click on Licensing -> Activate.

 


If you are unsure of any of the steps above or encounter any issues, contact RSA Support for further assistance.

NotesIn some situations it is necessary to restart the jettysrv service on the Security Analytics server appliance via the command-line before the changes to the fneserver package are reflected in the UI.
Legacy Article IDa63678

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