000030088 - The Incident Management module times out 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 Number000030088
Applies ToRSA Product Set: Security Analytics
RSA Product/Service Type: Security Analytics UI, Security Analytics Server, Incident Management
RSA Version/Condition:
Platform: CentOS
O/S Version: EL6
IssueWhen attempting to access the Incident Management module within the Security Analytics UI by selecting Incidents in the navigation drop down, loading messages are seen and content is not displayed.
After approximately one or two minutes, an error message stating "Unable to connect to server" is displayed, as shown below.
Unable to Connect to Server Message
The /var/lib/netwitness/uax/logs/sa.log file on the Security Analytics server appliance also reports the following error:
2015-03-09 23:14:00,175 [qtp101180212-48501] ERROR com.rsa.smc.sa.incident.domain.repository.carlos.IntegrationSettingsRepositoryCarlos - Error getting Incident Management integration settings: 
com.rsa.netwitness.carlos.transport.TransportException: org.apache.activemq.ConnectionFailedException: The JMS connection has failed: Connection reset
ResolutionThis issue has been permanently resolved in Security Analytics 10.4.1.
If a fix is required at the current version, contact RSA Support and quote this article number to obtain a hotfix for the issue.