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

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.

Event code 1821 ay be also observed when indexing has not been completed and another reindex starts. The preferred way is to reindex one index in 24h. 

Additional Information

The majority of these issues were due to issues with the database, but it may also be observed when multiple indexes are failing or when one indexing has not been completed and another reindex starts.

Note: If you are on DLP Enforce Server 15.8 MP2 or earlier, the following KB describes 3 Cloud Service connectivity issues that were fixed with the release of 15.8 MP3:

Incidents from the DLP Cloud Service are stuck in queue (broadcom.com)