Error: 'Operation timed out' when collecting logs in the CCS Console

Products

• Control Compliance Suite Standards Server
• Control Compliance Suite
• Control Compliance Suite Standards Module

Issue/Introduction

Control Compliance Suite (CCS)

When trying to collect the log files using the CCS Console, you get the following pop-up error.

Operation timed out. This may happen due to large log files.
Increase the value of WaitIntervalForLogTaskInSeconds in appsettings section of symconsole.config file.
For further details, please check the symconsole and application server logs.

Environment

Release: CCS 12.6.x

Cause

This is caused by log files that are too large and are taking longer than the default of 10 seconds to be copied from the remote server to the console server.

Resolution

To resolve the issue, add an entry to the 'SymConsole.exe'.config file using the steps detailed below:

1. With the CCS console running open Task Manager, and find the 'SymConsole.exe' listed for the current user.
2. Right-click and select "Open file location".
3. A new Windows Explorer window will open to the SymConsole.exe file.
4. Select the file below called "SymConsole.exe.config" and make a backup of this file.
5. Edit the file in a notepad such as Notepad++.
6. Scroll down in the file and add the "<add key="WaitIntervalForLogTaskInSeconds" value="60" />" entry just before the </appSettings> entry.
   
   Example: 
       <add key="LastLaunchTime" value="06/01/2023 15:09:39" />
    <add key="WaitIntervalForLogTaskInSeconds" value="60" />
  </appSettings>
   
   
7. Save the file and close the console.  Relaunch the CCS Console for the setting to take effect.
8. Now try to download the log files again.
9. If you get the same error increase the value of WaitIntervalForLogTaskInSeconds from 60 to 120. Keep increasing the value as needed until you can successfully download the log files.

NOTE: You will be unable to use the console while the log files are being downloaded.