Troubleshooting Version Updates

Document created by RSA Information Design and Development on Nov 7, 2017Last modified by RSA Information Design and Development on Nov 7, 2017
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Error Message

Failed to download because of the following errors.

ProblemWhen you select an update version and click Update >Update Host, the download starts but fails to complete.
CauseVersion download files can be large and take a long time to download. If there are communication issues during the download it will fail.
Solution
  1. Try to download it again.
  2. If the download still fails, try to download it outside of NetWitness Suite as described in "Apply Updates from the Command Line (No Web Access)" under Apply Version Updates to a Host in the NetWitness Suite Host and Services Getting Started Guide.
  3. If you still cannot download the update file, contact Customer Support (https://community.rsa.com/docs/DOC-1294).

 

                 
Error MessageError updating <ip-address> to version <version-number>.
ProblemWhen you select an update version and click Update >Update Host, the download process is successful, but the update process fails.
Solution
  1. Try to apply it again.
  2. If you still cannot apply the new version update:
    1. Monitor the following logs on NW Server as it progresses (for example, use submit the tail -f command string from the command line'):
      /var/netwitness/uax/logs/sa.log
      /var/log/netwitness/orchestration-server/orchestration-server.log
      /var/log/netwitness/deployment-upgrade/chef-solo.log
      /var/log/netwitness/config-management/chef-solo.log

      The error will appear in one or more of these logs.
    2. Try to resolve the issue and reapply the version update.
  1. If that did not work, try to apply the version update outside of the user interface as described in "Apply Updates from the Command Line (No Web Access)" under Apply Version Updates to a Host in the NetWitness Suite Host and Services Getting Started Guide.
  2. If you still cannot apply the update, gather the logs from from step 2 and contact Customer Support (https://community.rsa.com/docs/DOC-1294).

 

                     
Error Message

Update path not supported.

ProblemYou tried to apply a version update to the Legacy Windows Log Collector.
CauseRSA does not support updates to the Legacy Windows Log Collector from the Host view.
SolutionRefer to the RSA NetWitness 11.0 Legacy Windows Collection Guide on RSA Link (https://community.rsa.com/docs/DOC-75593) for details about how to install or update Legacy Windows collection.
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