|Applies To||RSA Product Set: Security Analytics|
RSA Product/Service Type: SA Security Analytics Server
RSA Version/Condition: 10.6.2.0
O/S Version: 6
|Issue||While the Virtual Log Collector service is upgrading to 10.6.2.0, the "Update failed" status shows in GUI->Administration->Hosts page. By clicking "Update failed" button, pops-up below error.|
The appliance has also becomes inaccessible via SSH. However, the functionality of virtual log collector service continues to work normally.
|Cause||This issue is due to iptables not being configured correctly by puppet during the upgrade.|
|Resolution||Please follow below steps to get SSH access back again.|
1. Launch Console using one of the below options.
A. In case of Physical appliance, Connect the physical appliance to monitor using VGA adapter or iDRAC.
B. In case of Virtual appliance, Connect to VMware Vcenter.
2. Login as root and run below commands in sequence.
i. Stop Iptables serice using service iptables stop command.
ii. Check the puppet service status using service puppet status command.
iii. If puppet service stopped, Start the service using service puppet start command.
iv. Run puppet agent -t command. If the /var/lib/puppet/state/agent_catalog_run.lock exists, remove the file using below commands.
v. Try accessing the appliance via SSH and start iptables using service iptables start command.
vi. Go to GUI->Administration->Hosts page to resume upgrade to the appliance again.