000034728 - Initial Troubleshooting Steps for CProfileUpdater Not Working in RSA Web Threat Detection

Document created by RSA Customer Support Employee on Jun 1, 2017
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Article Number000034728
Applies ToRSA Product Set: Web Threat Detection
RSA Product/Service Type: Forensics
RSA Version/Condition: 5.0 - 6.2
IssueCProfileUpdater is not updating the CProfile Timeline in the Forensics User interface(FUI)
The CProfileUpdater is responsible for writing user and IP data to a Cassandra database to enable the determination of the start and endpoint of a session. This in turn helps the Forensics worker to better understand other Forensics information regarding a User or IP or Incident or Alert. 
Tasks1. Ask to look at Varz for the CProfile Updater in a Webex with the Customer or shared as a Screenshot. 
2. Determine when the issue started. 
3. If it seems that the messages are all dropping at a single point in time with no change, and all the other parameters have dropped to zero, then have the Customer stop CProfileUpdater,stop Cassandra in Scout, and start them both up again. 
4. Look for a response in the CProfile Timeline in the Forensics User interface(FUI)
ResolutionIf the restart of the service does not restore the CProfile Updater then further investigation will be required. RSA Customer Support should be contacted.