Status: Failed to build profile. Can't connect, if the VM is not running
Article ID: 374307
Updated On:
Products
Issue/Introduction
The error message "Status: Failed to build profile. Can't connect, if the VM is not running" on Symantec CAS (Content Analysis System) likely indicates that the CAS appliance is unable to establish a connection with the intelligent Virtual Machine (iVM), which is built from a Windows ISO image. Here’s a breakdown of the potential causes and steps to troubleshoot the issue:
Environment
CAS/MAA
Cause
Potential Causes:
- iVM Not Running:
- The error explicitly states that the CAS cannot connect if the VM is not running. This suggests that the iVM may not be powered on or is in a state where it’s not responding to network requests.
- The error explicitly states that the CAS cannot connect if the VM is not running. This suggests that the iVM may not be powered on or is in a state where it’s not responding to network requests.
- Network Connectivity Issues:
- There may be a network issue preventing CAS from reaching the iVM. This could be due to misconfigured network settings on the iVM, a problem with the network interface, or firewall rules blocking the connection.
- There may be a network issue preventing CAS from reaching the iVM. This could be due to misconfigured network settings on the iVM, a problem with the network interface, or firewall rules blocking the connection.
- Incorrect iVM Configuration:
- The iVM might not be configured correctly on the CAS appliance. If the iVM was not set up following the proper procedures (as detailed in the guide), CAS may not be able to interact with it.
- The iVM might not be configured correctly on the CAS appliance. If the iVM was not set up following the proper procedures (as detailed in the guide), CAS may not be able to interact with it.
- Resource Constraints:
- If the VM does not have sufficient resources (e.g., CPU, RAM, disk space), it may not start properly or may become unresponsive, leading to connection failures.
Note: There is no default runtime for a SandBox task. SandBox execution is based upon clock cycles and CPU capabilities of the machine hosting the appliance. Approximately 20 million clock cycles equals one (1) second using modern hardware, where one instruction is processed within each cycle.
- If the VM does not have sufficient resources (e.g., CPU, RAM, disk space), it may not start properly or may become unresponsive, leading to connection failures.
- Service or Process Failure on the iVM:
- There might be a failure of critical services or processes on the iVM that are needed for it to communicate with the CAS appliance. This could include issues with the Windows OS itself or with specific services that CAS relies on.
Please refer to the Guide to Performing Malware Analysis in Content Analysis, attached, for the recommended implementation/configuration guidance.
Resolution
Troubleshooting Steps:
- Verify iVM Status:
- Check whether the iVM is actually running. You can do this by doing a RDP to the iVM.
- Check whether the iVM is actually running. You can do this by doing a RDP to the iVM.
- Check Network Configuration:
- Ensure that the network configuration for the iVM is correct. Confirm that the iVM has a valid IP address, and that it is reachable from the CAS appliance via tools like ping.
- Ensure that the network configuration for the iVM is correct. Confirm that the iVM has a valid IP address, and that it is reachable from the CAS appliance via tools like ping.
- Review the TS Logs on CAS:
- Examine the logs on the CAS appliance for more detailed error messages that might provide further insights into why the connection is failing. Similarly, check the event logs on the iVM.
- Examine the logs on the CAS appliance for more detailed error messages that might provide further insights into why the connection is failing. Similarly, check the event logs on the iVM.
- Ensure Sufficient Resources:
- Make sure the CAS is allocated sufficient resources (CPU, RAM, Disk). If resources are insufficient, the iVM may not boot correctly, or it may become unresponsive.
- Make sure the CAS is allocated sufficient resources (CPU, RAM, Disk). If resources are insufficient, the iVM may not boot correctly, or it may become unresponsive.
- Restart iVM and CAS Appliance:
- Try restarting the iVM to see if the issue resolves. After ensuring that the iVM is running properly, consider restarting the CAS appliance to reset the connection.
- Try restarting the iVM to see if the issue resolves. After ensuring that the iVM is running properly, consider restarting the CAS appliance to reset the connection.
- Reconfigure or Rebuild iVM:
- If the issue persists, consider reconfiguring or even rebuilding the iVM following the steps outlined in the deployment guide. This will ensure that all configurations are correct and that the iVM is properly integrated with CAS.
The error relates to the iVM not being in a state where it can communicate with the CAS appliance. This could be due to the iVM not running, network issues, or misconfiguration. By verifying the status of the iVM, checking network settings, and ensuring sufficient resources, you should be able to identify and resolve the issue.
Feedback
