Location of Logs (Authentication Manager will not connect to NFS share)

[TJReed]

All,

I have an Authentication Manager Appliance that saves its backup to itself.  Looking at the Operation Console I can configure a backup to a NFS share.  However, I repeatedly receive the error message “There was a problem processing your request. There was a problem updating the backup location information” when trying to connect the NFS share.

I am interested in reviewing logs to help me resolve this issue.  Where can I find them?

Thank you,

  T.J

[HusseinElBaz · Accepted solution]

Hello T.J.,

You can download the logs from the primary operations console as below

Procedure

1. In the Operations Console, click Administration > Download Troubleshooting Files.

2. If prompted, enter your Super Admin credentials, and click OK.

3. Select the logs to download. Different options may display depending on whether the instance is a primary or replica. The following table shows all available options.

4. In the Create Password field, enter a valid password. 

5. Confirm the password.

Carefully note the password. You need this password to view the contents of the .zip archive file. If you share the .zip archive file with RSA Customer Support, you will have to provide this password.

6. Click Generate and Download Zip File. 

Progress is displayed in the Progress Monitor page. This may take a few minutes to complete.

7. In the Progress Monitor page, click Download Zip File.

So kindly check and advise us back if there is any assistance needed from our side.

Best Regards,

[JayGuillette]

T.J.,

There was an old Knowledge Base Article that said the cause of your specific error "There was a problem updating the backup location information"

was

Entering a windows based path name into the Configure Backup and Restore Remote NFS field.  The resulting error is due to the Appliance 3.0 only supporting Remote NFS on Linux.

This error can occur when entering IP address of a TFTP server with a remote path of tftp-root.  Though this may be correct for TFTP, the appliance only backup to a remote NFS server.

This error can also occur when switching FROM remote NFS (after an incorrect IP or Path is entered) once

so it sounds like something on the NFS remote share.  Does the NFS share admin see anything in his logs when you try to backup?

Regards,

[YasmineDowidar]

Hi T.J. Reed​,

Did you find either of these responses helpful?

Thanks,

Yasmine

[EdwardDavis]

Logs

1) security console, settings, logging, trace log, set to verbose (this is imsTrace.log below)

2) /opt/rsa/am/server/logs/imsTrace.log will now show just about everything the system is doing

3) any files with most recent timestamp in /opt/rsa/am/server/logs will also be meaningful, like opsConsole.log

4) be sure to set trace log back to previous settings after troubleshooting, as imsTrace.log could become a

monster if left in verbose mode

[TJReed]

Yasmine,

Yes.  Hussein's post helped me collect logs.  However, I was able to successfully schedule backs to a Windows NFS share by:

1. Using the IP Address and the NFS share name.  Ex. 1.1.1.1:/2016

2.  On the Windows NFS Server NFS Permissions Tab, ensure 'Type of access' is set to Read-Write and 'Allow root access' is checked.

3. On the Windows NFS Server Security Tab, ensure the user Everyone has the following selected: Full Control, Modify, Read & Execute, List Folder Contents, Read, and Write

[TJReed]

Edward,

Thank you.

This is very helpful.