000017633 - Unable to retrieve RSA NetWitness appliance serial number through appliance tasks

Document created by RSA Customer Support Employee on Jun 16, 2016Last modified by RSA Customer Support Employee on Apr 22, 2017
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Article Number000017633
Applies ToRSA NetWitness NextGen
RSA NetWitness NextGen 9.5 and above
RSA NetWitness Decoder
RSA NetWitness Log Decoder
RSA NetWitness Concentrator
RSA NetWitness Hybrid
RSA NetWitness Broker
RSA NetWitness Administrator
IssueUnable to retrieve RSA NetWitness appliance serial number through appliance tasks.
You attempt to retrieve the serial number of an appliance through "Appliance Tasks" in RSA NetWitness Administrator.  The command is issued but there is no response.  You may also notice an increase in processor utilization on the appliance.
Resolution

To resolve the issue, perform the workarounds below.

  • Use RSA NetWitness Administrator to restart the appliance service by clicking the "Shutdown Service" button on the "Stats" page of the appliance's dashboard.  The service will restart automatically and clear any excess processor utilization. 
         Note: Make sure you are connected to the "Appliance" service on port 50006 rather than the "Decoder", "Concentrator" or "Broker" services.
  • Connect to the appliance using SSH and issue the following command to get the serial number: dmidecode -s system-serial-number
Legacy Article IDa58716

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