000017419 - Basic TroubleShooting steps for Cisco ESA and RSA DLP EM conductivity issues.

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 Number000017419
IssueRestore communication between Cisco ESA and RSA Data Loss Prevention (DLP) EM
Cisco ESA device status is  red.

Check the following:

1. if using hostnames, verify that name can each name can be resovled on the counterpart server.

If there is a different domain, then an alias record needs to be added to the domain.

Verify that ports 20000 and 200002 are open between the two devices.

Check to make sure the time on each node is within seconds of each other.

Verify that Anti-Virus is not scanning the RSA folder.


If the ESA server name has been changed, take the following steps on the EM

1. In the EM UI -> Admin -> Partners, decomision the old ESA server

2. Stop the EM and InterOp service

Navigate to the <DRIVE>\RSA\Site folder. Delete the ci.db and CiComponentShell.log file

Start the EM and Interop service.

The new server name of the ESA should auto discover on the EM.

If not repeat the proceedure above on the EM and contact Cisco to remove the ci.db and CiCompoentShell.log file.

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