Host GS: Troubleshooting Version Installations and Updates

Document created by RSA Information Design and Development on Nov 7, 2017Last modified by RSA Information Design and Development on Sep 12, 2018
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This section describes the error messages displayed in the Hosts view when it encounters problems updating host versions and installing services on hosts in the Hosts view. If you cannot resolve an update or installation issue using the following troubleshooting solutions, contact Customer Support (https://community.rsa.com/docs/DOC-1294).

Update for Host fails

                 
Error Message

Problem

When 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 the version update to the host again.

    Often this is all you need to do.

  2. f you still cannot apply the new version update, try the following:

    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
      /var/lib/netwitness/config-management/cache/chef-stacktrace.out

      The error will appear in one or more of these logs.

    2. Try to resolve the issue and reapply the version update.

      • Cause 1: deploy_admin password has expired.

        Solution: Reset your deploy_admin password. To reset your deploy_admin password, see the procedure decribed below in deploy_admin Password Expired

      • Cause 2: The deploy_admin password was changed on NW Server host but not changed on non-NW Server hosts. In this case, on all non-NW Server hosts on 11.x , run the following command using the matching deploy_admin password from NW Server host:

        /opt/rsa/saTools/bin/set-deploy-admin-password

  3. If you still cannot apply the update, gather the logs from step 2 and contact Customer Support: https://community.rsa.com/docs/DOC-1294.

Update for Service Fails

                 
Error Message

Problem

When you select a host and click Install the install service process fails.

Solution
  1. Try to install the service again.

    Often this is all you need to do.

  2. f you still cannot install the service, try the following:

    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
      /var/lib/netwitness/config-management/cache/chef-stacktrace.out

      The error will appear in one or more of these logs.

    2. Try to resolve the issue and reapply the service.

      • Cause 1: Entered the worong deploy_admin password in nwsetup-tui.

        Solution: Retrieve your deploy_admin password.

        To retrieve your deploy_admin password:

        1. In the NetWitness Platform menu, select ADMIN > Security > Users tab.
        2. Select the deploy_admin and click Reset Password.
        3. (Conitional) If NetWitness Platform does not allow you to reset expired deploy_admin password in the Reset Password dialog, complete the following steps.

          1. SSH to the NW Server host.

            security-cli-client --get-config-prop --prop-hierarchy
            nw.security-client --prop-name platform.deployment.password –quiet

          2. SSH to the host that failed installation/orchestration.
          3. Run the nwsetup-tui again using correct deploy_admin password.
      • Cause 2: deploy_admin password has expired.

        Solution: Reset your deploy_admin password. To reset your deploy_admin password, see the procedure decribed below in deploy_admin Password Expired

  3. If you still cannot apply the update, gather the logs from step 2 and contact Customer Support: https://community.rsa.com/docs/DOC-1294.

Update for Host Download Error

                     
Error Message

Problem

When you select an update version and click Update >Update Host, the download starts but fails to complete.

Cause

Version 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 Platform as described in Apply Updates from the Command Line (No Web Access).
  3. If you still cannot download the update file, contact Customer Support: https://community.rsa.com/docs/DOC-1294.

deploy_admin Password Expired

                 
Error Message

Cause

The deploy_admin user password has expired.

Solution

Reset your deploy_admin password password.

  1. In the NetWitness Platform menu, select ADMIN > Security > Users tab.
  2. Select the deploy_admin and click Reset Password.

    • If NetWitness Platform allows you to enter the expired deploy_admin password in the Reset Password dialog, complete the following steps.

      1. Enter the expired deploy_admin password.
      2. Uncheck the Force password change on next login checkbox.
      3. Click Save
    • If NetWitness Platform does not allow you to enter the expired deploy_admin password in the Reset Password dialog.

      1. On the NW Server host and all other hosts on 11.x , run the following command using the new deploy_admin password:

        /opt/rsa/saTools/bin/set-deploy-admin-password

      2. On the host that failed installation/orchestration, run the nwsetup-tui and use the new deploy_admin password.
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