Reporter Log source stuck Initializing
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Reporter Log source stuck Initializing

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Article ID: 176126

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Updated On:

Products

Reporter-S500 Reporter-VA

Issue/Introduction

Deploying Reporter 10.x RP-S500 appliance or Reporter 10.x virtual machine (VM); log source processing stays in a state of "Initializing". 

Reporter will report a failed subscription communication issue with servers or a subscription entitlement issue which will be found in clp_services.log.  

This will appear as either of the following: 

Aug  8 16:29:04 rpt_10_1-6-x86_64 bcreporter[10785]: Notifying client that subscription update for the service application-attributes encountered error -14403 : Forbidden

or

"/data/bluecoat/clp_services/subscription/application-attributes/downloadEntitlement-e83e55cd-2f51-4170-b903-308a14259c43.tar","latestDownloadDate":"2017-08-08T16:29:01.200+0000","downloadFrom":"https://subscription.es.bluecoat.com/appattribute/database","downloadStatusResponse":"-14403","downloadStatus":"Forbidden","currentlyDownloading":false,"amountDownloaded":0,"fileSize":0,"latestDownloadStartTime":null,"latestDownloadEndTime":null,"latestDownloadDuration":null,"processId":0,"reasonMessage":"Entitlement is Forbidden"}}}].

Aug  8 16:29:04 2017-08-08 16: 29:04,326 [main] DEBUG com.bluecoat.clp.ipc.ClpIpcServer- Server: Sent result: [true].
Aug  8 16:29:04 rpt_10_1-6-x86_64 bcreporter[10785]: Notifying client that subscription update for the service application-attributes encountered error -14403 : Forbidden
Aug  8 16:29:04 rpt_10_1-6-x86_64 bcreporter[10785]: File is.cpp Line 652: Subscription error: -14403 : Forbidden
Aug  8 16:29:04 rpt_10_1-6-x86_64 bcreporter[10785]: subs-execute -- Update frequency = 15

Environment

Reporter 10.x VM or RP-S500

Cause

  • Reporter 10.x requires access to https://subscription.es.bluecoat.com in order to download the  web application attribute information file, and firewall rules prevent Reporter external access to Symantec servers.
  • Reporter is currently downloading the web application attribute information file and has not completed. 
  • Subscription entitlement issue with license:  This requires Global Customer Assistance in order to resolve issue. 

 

Note: This file is required to properly process log data; therefore, log source processing cannot begin until this download completes.

Resolution

Connectivity issues: 

  • Create Firewall rules to allow the Reporter VM or RP-500 access to download the web application attribute information file from Symantec subscription servers. 

Subscription issues: 

 

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