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 Mar 28, 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).

                 
Error Message

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 the version update to the host again.
    Often this is all you need to do.
  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

      /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 .
        Complete the following steps to resolve Cause 1.
        1. In the NetWitness Suite menu, select ADMIN > Security > Users tab.
        2. Select the deploy_admin and click Reset Password.
        3. (Conitional) If NetWitness Suite does not allow you to expired deploy_admin password in the Reset Password dialog, complete the following steps.
          1. Reset deploy_admin to use a new password.
          2. 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
        • Cause 2 -The deploy_admin password was changed on NW Server host but not changed on non-NW Server hosts.
          Complete the following step to resolve Cause 2.
          •  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
  1. If you still cannot apply the update, gather the logs from step 2 and contact Customer Support (https://community.rsa.com/docs/DOC-1294).

 

                 
Error Message

ProblemWhen 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. If you still cannot install the service:
    1. Monitor the following logs on NW Server as it progresses (for example, 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 reinstall the service.
      • Cause 1 - Entered the wrongdeploy_admin password in the nwsetup-tui.
        Solution - Retrieve your deploy_admin password.
        Complete the following steps to resolve Cause 1.
        1. In the NetWitness Suite menu, select ADMIN > Security > Users tab.
        2. Select the deploy_admin and click Reset Password.
        3. (Conitional) If NetWitness Suite does not allow you to 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 -The deploy_admin password has expired.
          Complete the following step to resolve Cause 2.
          1. In the NetWitness Suite menu, select ADMIN > Security > Users tab.
          2. Select the deploy_admin and click Reset Password.
          3. (Conditional) If NetWitness Suite allows you 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.
          4. (Conditional) If NetWitness Suite does not allow you to enter the expired deploy_admin password in the Reset Password dialog, complete the following steps.
            1. Reset deploy_admin to use a new password.

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

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

 

                     
Error Message

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).
  3. If you still cannot download the update file, contact Customer Support (https://community.rsa.com/docs/DOC-1294).

 

                 
Error Message

Cause The deploy_admin user password has expired.
Solution

Reset your deploy_admin password password.

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