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Troubleshooting Health & Wellness

Issues Common to All Hosts and Services

You may see the wrong statistics in the Health & Wellness interface if:

  • Some or all the hosts and services are not provisioned and enabled correctly.
  • You have a mixed-version deployment (that is, hosts updated to different NetWitness versions).
  • Supporting services are not running.

Issues Identified by Messages in the Interface or Log Files

This section provides troubleshooting information for issues identified by messages NetWitness displayed in the Health & Wellness Interface or included in the Health & Wellness log files.

  • Column 1: Message
  • Column 2:

    User Interface: Cannot connect to System Management Service
    System Management Service (SMS) logs:

    Caught an exception during connection recovery!
    java.io.IOException
    at com.rabbitmq.client.impl.AMQChannel.wrap

    (AMQChannel.java:106) at com.rabbitmq.client.impl.AMQChannel.wrap

    (AMQChannel.java:102) at com.rabbitmq.client.impl.AMQConnection.start(

    AMQConnection.java:346) at com.rabbitmq.client.impl.recovery.

    RecoveryAwareAMQConnectionFactory.
    newConnection

    (RecoveryAwareAMQConnectionFactory.java:36)
    at com.rabbitmq.client.impl.recovery.

    AutorecoveringConnection.
    recoverConnection(AutorecoveringConnection.java:388)
    at com.rabbitmq.client.impl.recovery.

    AutorecoveringConnection.beginAutomaticRecovery(AutorecoveringConnection.java:360)
    at com.rabbitmq.client.impl.recovery.AutorecoveringConnection.

    access$000(AutorecoveringConnection.java:48)
    at com.rabbitmq.client.impl.recovery.

    AutorecoveringConnection$1.shutdownCompleted(AutorecoveringConnection.java:345)
    at com.rabbitmq.client.impl.ShutdownNotifierComponent.

    notifyListeners(ShutdownNotifierComponent.java:75)
    at com.rabbitmq.client.impl.AMQConnection$MainLoop.run(AMQConnection.java:572)
    at java.lang.Thread.run(Thread.java:745)
    Caused by: com.rabbitmq.client.ShutdownSignalException: connection error at com.rabbitmq.utility.ValueOrException.getValue(ValueOrException.java:67)
    at com.rabbitmq.utility.BlockingValueOrException.

    uninterruptibleGetValueBlockingValueOrException.java:33)
    at com.rabbitmq.client.impl.AMQChannel$BlockingRpcContinuation.

    getReply
    (AMQChannel.java:343)
    at com.rabbitmq.client.impl.AMQConnection.start(AMQConnection.java:292)
    ... 8 more
    Caused by: java.net.SocketException: Connection reset
    at java.net.SocketInputStream.read(SocketInputStream.java:189)
    at java.net.SocketInputStream.read(SocketInputStream.java:121)
    at java.io.BufferedInputStream.fill(BufferedInputStream.java:246)
    at java.io.BufferedInputStream.read(BufferedInputStream.java:265)
    at java.io.DataInputStream.readUnsignedByte(DataInputStream.java:288)
    at com.rabbitmq.client.impl.Frame.readFrom(Frame.java:95)
    at com.rabbitmq.client.impl.SocketFrameHandler.readFrame
    (SocketFrameHandler.java:139)
    at com.rabbitmq.client.impl.AMQConnection$MainLoop.run(AMQConnection.java:532)


  • Column 1: Possible Cause
  • Column 2: RabbitMQ service not running on the NetWitness Server.

  • Column 1: Solution
  • Column 2: Restart the RabbitMQ, SMS, and NetWitness services using the following commands.
    systemctl restart rabbitmq-server
    systemctl restart rsa-sms
    systemctl restart jetty

  • Message/Problem: The System Management Service, RabbitMQ, or Mongo service is not running.

  • Message/Problem: Run the following commands on NetWitness Server to make sure all these services are running.
    [root@nwserver ~]# systemctl status rsa-sms
    RSA NetWitness SMS :: Server is not running.
    [root@nwserver ~]# systemctl start rsa-sms
    Starting RSA NetWitness SMS :: Server...
    [root@nwserver ~]# systemctl status rsa-sms
    RSA NetWitness SMS :: Server is running (5687).
    [root@nwserver ~]# systemctl status mongod
    mongod (pid 2779) is running...
    systemctl status rabbitmq-server
    Status of node nw@localhost ...
    [{pid,2501},
    {running_applications,
    [{rabbitmq_federation_management,"RabbitMQ Federation Management",
    "3.3.4"},

  • Message/Problem: /var/lib/rabbitmq partition usage is 70% or greater.

  • Message/Problem: Contact Customer Care.

  • Message/Problem: One or more NetWitness services may be in a stopped state.

  • Message/Problem: Make sure that the following services are running then restart the NetWitness Server:
    Archiver, Broker, Concentrator, Decoder, Event Stream Analysis, Response Server, IPDB Extractor, Log Collector, Log Decoder, Malware Analysis, Reporting Engine, Warehouse Connector, Workbench.

  • Message/Problem: One or more NetWitness services may be in a stopped state.

  • Message/Problem: Make sure that the following services are running then restart the NetWitness Server: Archiver, Broker, Concentrator, Decoder, Event Stream Analysis, Response Server, IPDB Extractor, Log Collector, Log Decoder, Malware Analysis, Reporting Engine, Warehouse Connector, Workbench.

  • Message/Problem: System Management Service (SMS), RabbitMQ, or Mongo service is not running.

  • Message/Problem: Run the following commands on NetWitness Server to make sure all these services are running.
    [root@nwserver ~]# systemctl status rsa-sms
    RSA NetWitness SMS :: Server is not running.
    [root@nwserver ~]# systemctl start rsa-sms
    Starting RSA NetWitness SMS :: Server...
    [root@nwserver ~]# systemctl status rsa-sms
    RSA NetWitness SMS :: Server is running (5687).
    [root@nwserver ~]# systemctl status mongod
    mongod (pid 2779) is running...
    systemctl status rabbitmq-server
    Status of node nw@localhost ...
    [{pid,2501},
    {running_applications,
    [{rabbitmq_federation_management,"RabbitMQ Federation Management",
    "3.3.4"},

  • Message/Problem: Make sure /var/lib/rabbitmq partition is less than 75% full

  • Message/Problem: Check NetWitness Server log files (var/lib/netwitness/uax/logs/nw.log) for any errors.

  • Message/Problem: The storage is full by 95% or above.

  • Message/Problem:

    Increase the storage by updating the YML file, located at /etc/netwitness/contexthub-server/ contexthub-server.yml.
    For example, to increase storage from 120 to 150 GB, enter a value (in bytes) by editing the relevant parameter: rsa.contexthub.data.disk-size: 161061273600


  • Message/Problem: Delete unwanted or unused large list.

  • Message/Problem: Configure the TTL index for the list to automatically delete STIX and TAXI data and to clean up storage space.

  • Message/Problem: The cache is full by 50% or above.

  • Message/Problem: By default, Context Hub cleans the cache every 30 minutes. Reduce the cache expiration time of data sources.

  • Message/Problem: Disable cache for data sources.

  • Message/Problem:

    Increase the RAM of the CH Java process by editing the -Xmx option available in the /etc/netwitness/contexthub-server/contexthub-server.conf file. In JAVA_OPTS, search for the -Xmx option.
    For example, edit the entry as follows:
    -Xmx8G
    where 8G represents 8GB space. Then restart the ContextHub service.

    Note: The memory is less than the available system memory. Be aware that there are many other services running on the host.


  • Message/Problem: Unable to:

    • access the data source

    • parse or read a CSV file

    • schema mismatched CSV


  • Message/Problem: Unable to authenticate when accessing the data source.

  • Message/Problem: Make sure to save the csv file at correct location i.e/var/lib/netwitness/contexthub-server/data/ and verify the required read permissions.

  • Message/Problem: Make sure the csv file schema specified while configuring the data source matches. If not, then either create a new data source with the new schema or edit the csv file to match the schema. For example, if you configure a List Data Source with a schema with column1, column2, and column3. And next time you update the csv file where the number of column increase or decrease or the order of the columns are changed. In this case there is a schema mismatch and the configured list data source will show “Unhealthy” in Health and Wellness stats.

  • Message/Problem:

    Make sure the password is correct. To confirm edit the data source, enter the password and click test connection.

    For more information related the above solutions, see "Configure Lists as a Data Source" topic in the Context Hub Configuration Guide.


Issues Not Identified by the User Interface or Logs

This section provides troubleshooting information for issues that are not identified by messages NetWitness displays in the Health & Wellness Interface or includes in the Health & Wellness log files. For example, you may see incorrect statistical information in the Interface.

  • Problem: SMS service is not running. SMS service must be running on the NetWitness Server.

  • Problem: Restart SMS service.

  • Problem: When NetWitness checks a connection, it polls a service every 30 seconds to see if it is active. During that 30 seconds, if the service comes back up, it will not get the new version.

  • Problem:
    1. Manually stop the service.
    2. Wait until you see that it is it offline.
    3. Restart the service.
      NetWitness displays the correct version.

  • Problem: After you upgrade to NetWitness version 10.5, JDK 1.8 is not default version and this causes the jettysrv (jeTTy server) to fail to start. Without the jeTTy server, the NetWitness server cannot display the Service Unavailable page.

  • Problem: Restart jettysrv.

  • Problem:

    You can use the following solution to increase the memory according to your needs.

    1. Open /opt/rsa/sms/conf/wrapper.conf

      netwitness_wrapper-conf.png

    2. Replace wrapper.java.additional.1=-Xmx16g with:
      wrapper.java.additional.1=-Xmx20g

    3. Restart the SMS service:
      systemctl start rsa-sms

  • Column 1:
  • Column 2: