000035749 - Issue with user interface availability on an All-in-One during RSA Security Analytics 10.6.0.0 to 10.6.4.0 upgrade

Document created by RSA Customer Support Employee on Dec 9, 2017
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Article Number000035749
Applies ToRSA Product Set: NetWitness Logs & Packets, Security Analytics
RSA Product/Service Type: Security Analytics UI, All-In-One (AIO) Appliance
RSA Version/Condition: 10.6.0.0, 10.6.4.X
Platform: CentOS
O/S Version: EL6
IssueWhen you update RSA Security Analytics from 10.6.0.0 to 10.6.4.0, the RSA Security Analytics UI becomes unavailable.
CauseThe RSA Security Analytics UI becomes unavailable due to a jettysrv dependency in both the rsa-sms and rabbitmq-server services.  The rsa-sms service is also dependent on the rabbitmq-server service.
The error below is found in the /var/lib/netwitness/uax/logs/sa.log file.

2016-09-08 11:57:04,550 [Appliance cache Updater 1436286190] ERROR com.rsa.smc.sa.core.util.carlos.ApplianceServiceCarlosMessageProcessor - Fcom.rsa.netwitness.carlos.transport.TransportException: java.net.ConnectException: Connection refused
        at com.rsa.netwitness.carlos.transport.spi.AbstractMessageDestination.doStart(AbstractMessageDestination.java:178)
        at com.rsa.netwitness.carlos.transport.spi.AbstractMessageEndpoint.start(AbstractMessageEndpoint.java:100)
        at ailed to send request to System Management Service, possible reason Cannot connect to RabbitMQ Service
com.rsa.netwitness.carlos.transport.TransportException: com.rsa.netwitness.carlos.transport.TransportException: com.rsa.netwitness.carlos.transport.TransportException: java.net.ConnectException: Connection refused

 
ResolutionThis issue is currently being investigated by the Engineering team in order to resolve it in a future release.
If you are experiencing this issue, contact RSA Customer Support and quote this article number for further assistance.
WorkaroundExecute the following command once you initiate an update:

puppet agent -t

The above command should restart any stopped services such as rabbitmq-server or rsa-sms.
If issues persist then further troubleshooting will need to be performed on the rabbitmq-server service.
NotesThe following line in /etc/init/jettysrv.conf shows the dependencies of jettysrv:

if [[ `/sbin/service rabbitmq-server status | grep -i 'running_applications'` && `/sbin/service tokumx status | grep -i 'run'` ]] && ! [[ `/sbin/service rsa-sms status | grep -i -E 'not[[:space:]]+run'` ]]

The dependencies are:
  • rabbitmq-server
  • tokumx
  • rsa-sms

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