Error retrieving main information when viewing DIM payload

Products

• Information Centric Analytics

Issue/Introduction

The View DIM Payload button returns the following error message:

Error retrieving main information for source incident [<IncidentID>]

The following response may be seen in the browser's developer tools:

"ErrorMessage": "Error retrieving main information for source incident [<IncidentID>]",
"IncidentLongId": 0,
"IncidentCreationDate": "01/01/0001",
"DetectionDate": "01/01/0001",
"Severity": null,
"Status": null,
"MessageSource": null,
"MessageType": null,
"MessageBody": null,
"PolicyMatches": [],
"MatchesComponentCount": 0,
"IncidentDetails": [],
"MatchesMessage": null,
"Matches": [],
"Attributes": [],
"SiteApplicationDetails": [],
"DataTransfer": [],
"AccessInformation": [],
"SiteApplicationDetails_isDefined": false,
"DataTransfer_isDefined": false

The RiskFabric relational database's ActivityLog table contains the following details:

Error getting DLP Incident: Error calling incidentDetail for source incident [<IncidentID>] - exception: Error in deserializing body of reply message for operation 'incidentDetail'.

Environment

Release : 6.x

Component : Symantec DLP Integration

Resolution

Ensure the Enforce user account is not disabled and confirm the API URLs and account credentials are correct in the DLP integration, located in the ICA console under Admin > Integration > Data Sources > Symantec Data Loss Prevention.

If the Enforce user account is enabled in Symantec Data Loss Prevention (DLP) and configured correctly in Information Centric Analytics (ICA), contact Broadcom support for assistance.