How to Troubleshoot CachePulse Database Update Failures on a ProxySG Appliance

Products

• Asset Management Solution
• Data Center Security Monitoring Edition
• ProxySG Software - SGOS

Issue/Introduction

Symptoms:

• ProxySG appliance Management Console shows Health: Critical 
• Management Console > Statistics > Health Monitoring > Subscription > CachePulse Communication Status: CachePulse failed on initial download > State: Critical
• Event log found below error message:
  • "Health Monitor (CRITICAL): CachePulse failed on initial download"
  • "Failed trying to download the CachePulse subscription file"

Cause

According to the CachePulse download details in the Management Console > Configuration > Proxy Settings > General > CachePulse > Last attempt: ​% Device is not entitled to download CachePulse Database.

Resolution

1. Verify that this ProxySG appliance has a valid CachePulse license. Verify on Symantec Licensing Portal.

• If the appliance does have a valid license, make sure the CachePulse trial license which will conflict with the production license 
• If there is a trial license contact the Symantec Customer Care team via email ([email protected]) to remove the trial license

• Check Configuration>Forwarding>Forward Hosts>Global Default and see if Use Forwarding for Administrative Downloads is checked.
• If so, confirm this is the setting you need to use. If not, uncheck and apply to have these requests go directly out the firewall.
• If it needs to go through a forwarding host, disable decryption for this traffic so the native certificate is seen by the proxy.
• If using the firewall directly, similarly confirm the firewall or other intermediate device is not decrypting and presenting a foreign certificate that will not be trusted by this component of the proxy.