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Code 1821 Failure to process an incident received from the cloud gateway Unexpected Error Processing Incident

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Article ID: 256465

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Updated On:

Products

Data Loss Prevention Cloud Service for Email

Issue/Introduction

Received the below error in Enforce console and would like to know what and how to address it?  Attached the Enforce logs for past 7 days, for your reference.

Code  1821
Summary  Failure to process an incident received from the cloud gateway.
Detail  Unexpected error occurred while processing incident received from cloud gateway. 

Environment

Release : 15.8

Cause

In this particular case, all errors were predicated with the following:

Class: com.vontu.enforce.domainlayer.common.database.DatabaseConnectionStatusTask
Method: run
Level: WARNING
Message:  Database connection is down

You could see frequently that connectivity to the database was up and down creating these persister issues.

 

Resolution

DBAs were patching the database.

Once patching was complete, restarted DLP services and functionality returned to normal.

 

Additional Information

Upon researching this issue it was found that the majority of these issues were due to issues with the database.