Management Center unable to connect to Reporter with "Unknown Error"

Products

• Management Center
• Management Center - VA

Issue/Introduction

Management Center unable to connect to Reporter with "Unknown Error"

Environment

Management Center and Reporter running supported version.

Cause

Reporter  is in inactive or failed state. 

reporter# reporter-status
    inactive (dead) since Mon 2022-10-31 10:32:12 UTC; 4s ago
reporter#

reporter# reporter-status
    failed (Result: exit-code) since Mon 2022-10-31 10:39:59 UTC; 32min ago
reporter#

Management Center requires Reporter service to be in active (running) state to be managed.

Example:

reporter# reporter-status
    active (running) since Mon 2022-10-31 11:38:32 UTC; 2s ago
reporter#

Resolution

Following options are available:

• Start reporter:

https://techdocs.broadcom.com/us/en/symantec-security-software/web-and-network-security/reporter/11-0/reporter-reference/Rptr_CLI/enable-mode-commands/start-reporter.html

• If service is in failed state, restore to previous settings:

https://techdocs.broadcom.com/us/en/symantec-security-software/web-and-network-security/reporter/11-0/reporter-reference/Rptr_CLI/enable-mode-commands/restore-settings.html

Note: You'll need to stop-reporter prior restore-settings, then start the service.   Run reporter-status again to see if the backup settings chosen worked. 

 

If above options were unsuccessful rebuild of reporter may be needed:

• For hardware Reporter:

https://knowledge.broadcom.com/external/article/240044/how-to-factory-reset-reporter-appliance.html

• For Reporter VM - redeploying new Virtual Machine

Note: New database must be built using the new access logs from Edge SWGs.   Creating a database that would report previous dates is only possible if there are  backups of raw access logs located on different server (FTP, http, etc.)