000013154 - Error message 'There was an error uploading your file' when attempting to upload an Offline Capability Response file for offline activation in RSA Security Analytics

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 Number000013154
Applies ToRSA Security Analytics
RSA Security Analytics 10.1 and above
RSA Security Analytics Server
Flexera FNE Server
IssueError message "There was an error uploading your file" when attempting to upload an Offline Capability Response file for offline activation in RSA Security Analytics.
When attempting to upload an offline capability response .bin file in the SA UI (Administration -> System -> Licensing -> Offline, clicking Upload and browsing to the .bin file), the following error message is displayed:  There was an error uploading your file

When tailing fne-error.log (tail -f /var/log/fneserver/fne-error.log) a similar error to the example below appears:



[todays date] POST payload of 7029 bytes received from 127.0.0.1 at endpoint /fne/bin/offline-capability-response
Error : [todays date] Offline capability response could not be processed for address 127.0.0.1 - FNE Error 0x7000001d (Response is out of order with previous responses). Details [1,4,6,0[7000001D,0,450242]].
Error : [todays date] Call to endpoint /fne/bin/offline-capability-response failed with HTTP status 500. Associated error: FNE Error 0x7000001d (Response is out of order with previous responses). Details [1,4,6,0[7000001D,0,450242]].


CauseThis is typically caused when the fneserver (the Security Analytics licensing server) is unable to reset the trust store due to old licensing information.  It can happen when VMs are cloned, or when old licensing information is not flushed properly.
Resolution

In order to resolve the issue perform the following:
 


Resetting License DB using SA UI


For Security Analytics 10.1 and later, you can use the 'Reset' button
In the Security Analytics menu, select Administration > System.
In the options panel, select Licensing.
Select the 'Reset' button.



Manual Licensing DB Reset


The Licensing DB can also be reset via SSH while logged in as root on the Security Analytics server appliance:


  1. Stop the FNE server with the following command:  service fneserver stop
  2. Examine the environment variables with the following command:  env | grep -i ld
  3. Copy and paste the following entry into a paste buffer:  LD_LIBRARY_PATH=/usr/bin/lic
  4. Left click and highlight the LD_LIBRARY_PATH value, then paste the value onto the command line by left-clicking.  Now append :/opt/fneserver/lib to the end of the line.  The resulting LD_LIBRARY PATH should be as follows:  LD_LIBRARY_PATH=/usr/bin/lic:/opt/fneserver/lib
  5. Hit return.
  6. Export the LD_LIBRARY_PATH variable to include the additional LD Library path and hit enter:  export LD_LIBRARY_PATH
  7. Ensure the path includes the extra path by once again examining the environment variables with the following command:  env | grep -i ld
    The following should display:  LD_LIBRARY_PATH=/usr/bin/lic:/opt/fneserver/lib
  8. Reset the trust store for the licensing server by executing the following command:  /opt/fneserver/bin/fneserver reset
    NOTE: Step 8 should execute relatively quickly.  If it does not, reboot the SA server, then repeat steps 1 through 8 before continuing with step 9.
  9. Navigate to the fneserver library directory with the following command:  cd /var/lib/fneserver
  10. Clear the license stub files from the directory by removing any file beginning with "ra" (without the quotes), using this command:  rm ra*
  11. Start the fneserver with the following command:  service fneserver start

After performing the steps above, return to the Security Analytics UI and reload the offline capability request by navigating to Administration -> System -> Licensing -> Offline and clicking the Upload button.


 


If you are unsure of any of the steps above or experience any issues, contact RSA Support and quote this article ID for further assistance.

NotesFNE Server is short for FlexNet Embedded Licensing Server by Flexera Software.
An alternative way to perform Steps 2 - 6:
echo $LD_LIBRARY_PATH

If this displays: LD_LIBRARY_PATH=/usr/bin/lic
    Append /opt/fneserver/lib to LD_LIBRARY_PATH environment variable using the command and re-export environment variable:
        export LD_LIBRARY_PATH=$LD_LIBRARY_PATH:/opt/fneserver/lib
Step 7 could also be performed using the command: echo $LD_LIBRARY_PATH
Additional Licensing Troubleshooting  scenarios can be found in the Security Analytics User Guide
SA 10.4 Reference: http://sadocs.emc.com/0_en-us/090_10.4_User_Guide/140_Lic/40_TSLic
 
Legacy Article IDa66144

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