000035818 - Error message "The server could not be reached" is displayed when attempting to log in after upgrading to RSA NetWitness Logs & Packets 11.0

Document created by RSA Customer Support Employee on Jan 25, 2018
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Article Number000035818
Applies ToRSA Product Set: NetWitness Logs & Packets
RSA Version/Condition: 11.0
Component: Admin Server
Platform: CentOS
O/S Version: EL7
IssueUnable to log in to the RSA NetWitness Suite interface after upgrading to version 11.0.
The error message below is displayed when attempting to log in.

The server could not be reached. Please contact your system admin.

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CauseThis issue is caused when the rsa-nw-admin service has crashed or is down.
ResolutionFollow the steps below to resolve the issue.
  1. Connect to the RSA NetWitness Server (aka Admin Server) via SSH.
  2. Stop and start the rsa-nw-admin-server service with the commands below.

    service rsa-nw-admin-server stop
    service rsa-nw-admin-server start

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  3. Try logging in to the RSA NetWitness Suite user interface again to confirm that you are now able to log in successfully.

If you continue to experience the issue after performing these steps then please contact RSA Customer Support and reference this article for further assistance.