RSA Product Set: RSA Identity Governance & Lifecycle
RSA Version/Condition: 7.x
Component: Data Collection Agent (Aveksa Agent)

After triggering a collection, the collector becomes stuck in Account Data Collection phase and does not complete.

Restarting the application server does not resolve the issue.

Observable symptoms:

The collector becomes stuck when the target system holds the connection open without returning an error, preventing the collection agent from ending the session normally.

This commonly happens when the target system configuration causes the agent to wait indefinitely for a response that never arrives. Unlike a standard failure — where the collector errors out immediately — this condition leaves the agent in a hanging state that blocks all subsequent collections.

Known scenarios that can cause this behavior:

• Wrong referral configuration in Active Directory: AD issues a referral to a server that cannot be reached, causing the agent to wait indefinitely.
• DNS failover / Round Robin DNS: The collector hostname resolves to multiple IPs. When one IP is unreachable, the agent hangs instead of failing cleanly.

This issue is resolved in the following versions:

• RSA Identity Governance & Lifecycle 7.2.1 P05
• RSA Identity Governance & Lifecycle 7.5.0 P02

These versions now enable a "Kill Task" button on the "Account Data Collection" phase for the Collector. 

Use the "Kill Task" button to abort a collector exhibiting the problem described above.  The Aveksa Agent will immediately continue with processing of other collections. 



For previous version/patch level of RSA Identity Governance & Lifecycle, manual intervention is required to stop the stuck collection and allow other collections to run.

Contact RSA Support and provide the following details:

• The collector name and type
• The target system details
• A description of the symptoms observed

• Related Article: Collection is stuck in the data collection phase in RSA Identity Governance & Lifecycle 7.x — covers the same stuck-collector behavior for version 7.x, including the "Kill Task" button introduced in versions 7.2.1 P05 and 7.5.0 P02.
• Search Keywords: collector stuck, all collectors stuck in new, data collection phase, Sent request to agent hosting the collector, AD LDAP, DNS failover, Aveksa Agent.