000030866 - Security Analytics Server fails to start and displays a 503 error after deploying a new server

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 Number000030866
Applies ToRSA Product Set: Security Analytics
RSA Product/Service Type: SA Security Analytics Server
RSA Version/Condition: 10.4.x, 10.5.x
Platform: CentOS
O/S Version: EL6
IssueWhen deploying a new Security Analytics Server, the WebUI fails to start and returns the following error:
Problem accessing /. Reason:
     Service Unavailable

User-added image
The following log entries from /var/log/messages are also encountered.
Log Entries
CauseThe "underscore" character is not an acceptable character for hostnames.
The Security Analytics Server cannot use the "underscore" or "_" character in the host name and will prevent the Security Analytics Server WebUI from starting. 

ResolutionRemove the "_" character from the hostname and replace with another ASCII character.  

Avoid using non-alphanumeric characters such as "_" or "@" or "!" in host names.  A full list of acceptable and unacceptable characters for Security Analytics appliances has not been posted, however, you may refer to the Internet standards (Requests for Comments) for protocols mandate that component hostname labels may contain only the ASCII letters 'a' through 'z' (in a case-insensitive manner), the digits '0' through '9', and the hyphen ('-'). The original specification of hostnames in RFC 952, mandated that labels could not start with a digit or with a hyphen, and must not end with a hyphen. However, a subsequent specification (RFC 1123) permitted hostname labels to start with digits. No other symbols, punctuation characters, or white space are permitted.
NotesThis should affect all versions of Security Analytics but it has not been confirmed on versions prior to 10.4.