000032844 - RSA Security Analytics - "Failed to retrieve meta keys" error in investigation page for external/custom users

Document created by RSA Customer Support Employee on Jun 27, 2016Last modified by RSA Customer Support Employee on Apr 21, 2017
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Article Number000032844
Applies ToRSA Product Set: Security Analytics
RSA Product/Service Type: SA Core Appliance
RSA Version/Condition: 10.5.X
IssueWhen External/Custom users investigated against Broker/Concentrator, "Failed to retrieve meta keys" error shown in investigation page as below.
User-added image
CauseThis issue is due to native connection(without ssl checked) used to add services in Security Analytics.
ResolutionPlease follow below steps to resolve the issue.
  1. Login to GUI as admin.
  2. Navigate to Administration->Services page.
  3. Select the service and Click edit.
  4. make sure SSl option checked as below and Click save.
User-added image
      5. Login as Custom/External User and Verify investigation page shows the meta now.