Unable to retrieve info from Data Insight.

Products

• Data Loss Prevention Enforce

Issue/Introduction

The Data Insight lookup plugin failed with the following errors in the Tomcat log:

17 Feb 2014 05:49:29,398- Thread: 31 WARNING [com.vontu.matrixcommunication.lookupinvocation.FilePathInfoRequestHandler] Problem executing request
Cause:
com.vontu.matrixcommunication.api.MatrixLoginException
com.vontu.matrixcommunication.api.MatrixLoginException
 at com.vontu.matrixcommunication.util.ResponseStatusEvaluator.interpretResponseStatus(ResponseStatusEvaluator.java:28)
 at com.vontu.matrixcommunication.util.ResponseStatusEvaluator.checkCorrectCredentials(ResponseStatusEvaluator.java:14)
 at com.vontu.matrixcommunication.DataInsightRequestor.issueRequest(DataInsightRequestor.java:103)
................................
17 Feb 2014 05:49:29,456- Thread: 13 SEVERE [com.vontu.manager.incident.operation.LookupCustomAttributes] Unable to retrieve info from Data Insight
Cause:
com.vontu.api.incident.attributes.AttributeLookupException: Unable to retrieve info from Data Insight
com.vontu.matrixcommunication.api.MatrixLoginException

 

On the Data Insight Management server you will see this error in the webserver0.0 log:

2014-02-17 05:49:28 INFO:    #{1003.EN_US} [SecurityUtils.authenticate] Authenticating [email protected]@null for [email protected]
2014-02-17 05:49:28 WARNING: #{1003.EN_US} [WSListener.processRequest] Error processing request: null
java.lang.NullPointerException
 at java.lang.ProcessBuilder.start(Unknown Source)
 at com.symc.matrix.util.ProcessUtils.execProcess(ProcessUtils.java:553)
 at com.symc.matrix.util.ProcessUtils.exec(ProcessUtils.java:247)
......................................
2014-02-17 05:49:28 SEVERE:  #{1003.EN_US} [StandardWrapperValve.invoke] Servlet.service() for servlet [WSListener] in context with path [] threw exception [java.lang.NullPointerException] with root cause
java.lang.NullPointerException
 at java.lang.ProcessBuilder.start(Unknown Source)
 at com.symc.matrix.util.ProcessUtils.execProcess(ProcessUtils.java:553)

You may also receive this error along with the above error.

Mar 31, 2014 1:02:30 AM (SEVERE) Thread: 593 [com.vontu.datainsight.datarefresh.fetch.ShareListInitializer.useNewExecutorToInitializeShares] (DATA_INSIGHT_DATA_REFRESH.21) Share list initialization failed.
Mar 31, 2014 1:02:30 AM (SEVERE) Thread: 71 [com.vontu.datainsight.datarefresh.refresh.RefreshWorker.call] Refresh stopping due to unrecoverable error
com.vontu.datainsight.datarefresh.FetchInitializationFailedException

Resolution

The problem is due to the Data Insight Login credentials added into the DLP console -> System -> Settings -> Data Insight

In some cases the credentials were correct but it failed due the wrong syntax.

The correct syntax for the "username" field is:

DOMAIN\username

Be sure to type the Data Insight domain in UPPER CASE, for example 2008R2-DI-MGMT\administrator