000033902 - Appliance network settings showing "System Internal Error" in the RSA Authentication Manager 8.1 Operations Console

Document created by RSA Customer Support Employee on Dec 21, 2016Last modified by RSA Customer Support Employee on Apr 21, 2017
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Article Number000033902
Applies ToRSA Product Set: SecurID
RSA Product/Service Type: Authentication Manager
RSA Version/Condition: 8.1.0
Issue
  • When trying to edit appliance network settings in the Operations Console (Administration > Network > Appliance Network Settings), the following error displays:
System Internal Error
There was a problem processing your request.  Please contact your system administrator.  To continue, return home.

 
User-added image

  • When trying to access Network Tools via the Operations Console (Administration > Network > Network Tools), the following error displays:
There was a problem processing your request.  
Unable to lookup current network settings
 

User-added image

  • When checking the /opt/rsa/am/server/logs/ops-console.log, the errors below are shown:
@@@2016-08-29 13:44:39,655 ERROR [[ACTIVE] ExecuteThread: '0' for queue: 'weblogic.kernel.Default (self-tuning)'] GUILog.traceMessage(786) | 
<class:ApplianceProcessBuilder> /usr/bin/sudo /opt/rsa/am/utils/bin/appliance/queryNetworkSettings.py exited with error code: 1
@@@2016-08-29 13:44:39,656 ERROR [[ACTIVE] ExecuteThread: '0' for queue: 'weblogic.kernel.Default (self-tuning)'] GUILog.traceException(587) |
exception:
com.rsa.amappliance.web.operationsconsole.common.ProcessExecException: /usr/bin/sudo /opt/rsa/am/utils/bin/appliance/queryNetworkSettings.py
exited with non-zero exit code

...
@@@2016-08-29 13:35:33,106 ERROR [[ACTIVE] ExecuteThread: '2' for queue: 'weblogic.kernel.Default (self-tuning)'] GUILog.traceException(587) |
exception:
com.rsa.amappliance.internal.networkmgt.NetworkConfigException: Failed to lookup network settings
        at com.rsa.amappliance.internal.networkmgt.NetworkSettingsManager.lookup(NetworkSettingsManager.java:52)
        at com.rsa.amappliance.web.operationsconsole.action.handler.NetworkToolsHandler.fetch(NetworkToolsHandler.java:41)
        at com.rsa.amappliance.web.operationsconsole.action.NetworkToolsAction.nvPreLookUp(NetworkToolsAction.java:64)

...

  • Manually running the queryNetworkSettings.py script generates the following error:
rsaadmin@IOC-RSA-A:/opt/rsa/am/server/logs> /usr/bin/sudo /opt/rsa/am/utils/bin/appliance/queryNetworkSettings.py
Traceback (most recent call last):
  File "/opt/rsa/am/utils/bin/appliance/queryNetworkSettings.py", line 53, in <module>
    main()
  File "/opt/rsa/am/utils/bin/appliance/queryNetworkSettings.py", line 10, in main
    networkSettings.load()
  File "/opt/rsa/am/utils/bin/appliance/network/settings.py", line 171, in load
    self._loadDNS()
  File "/opt/rsa/am/utils/bin/appliance/network/settings.py", line 176, in _loadDNS
    self.dns.load()
  File "/opt/rsa/am/utils/bin/appliance/network/settings.py", line 215, in load
    self.domainName = utils.getDomainNameFromFQDN(utils.lookupFQDN())
  File "/opt/rsa/am/utils/bin/appliance/network/utils.py", line 48, in lookupFQDN
    return socket.gethostbyaddr(lookupShortHostname())[0]
socket.gaierror: [Errno -2] Name or service not known
CauseThis issue is caused by the the failure to resolve the Authentication Manager server's hostname from the /etc/hosts file or from DNS.
Resolution
  1. This can be resolved by adding a record in the hosts file from the Operations Console under Administration > Network > Hosts File.
    1. Once on the page, click Add New to include the IP address and hostname(s) in the file.  
    2. When done, click Save.
  2. Another valid option would be adding an Authentication Manager DNS entry, if appropriate, to the environment.

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