AI Assistant bundle download or manual upload failed
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AI Assistant bundle download or manual upload failed

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Article ID: 413806

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Updated On:

Products

VMware vDefend Firewall VMware vDefend Firewall with Advanced Threat Prevention VMware Avi Load Balancer

Issue/Introduction

AI Assistant bundle download or manual upload failed.

Environment

vDefend SSP Version: 5.2 and later

Avi Operations: 5.2 and later

Cause

If auto bundle download is enabled on SSP to download from vTIS. Possible causes of this alarm are:

  1. SSP has expired or non-entitled license to download vDefend bundles.
  2. SSP is unable to reach vTIS.

If manual upload is enabled, the error could be transient. Upload happens using reputation-service and if any dependent services are restarting (minIO, Kafka etc), manual import may fail.

Resolution

Auto Update:

  • Validate your SSP license: Ensure that your Security Services Platform (SSP) license is currently active, valid, and has not expired. Go to System tab > Licenses in vertical tabs to check license statuses. In case of auto download, system checks every 24 hours to see if there is new bundle available at vTIS. Once licenses are updated, please wait for another 24 hours to clear the alarm and download new bundle if available. If you need to resolve the alarm immediately, toggle auto download to disable and enable it back for the system to check new bundle availability.

  • Verify your Site ID: Ensure all of your SSP licenses are grouped together and belong to the exact same Site ID. Check reputation-service pod logs. SSH to SSPI and get reputation-service pod name (k get pods | grep rep) and use k logs reputation-service-f565877bf-v88vt to check current logs. You can check same pod logs in support bundle:

    ESC[1;31mERROR ESC[m[ESC[1;34mscs-plugin-com.vmware.vdefend.ia.llm.tokenESC[m] ESC[1;33mc.v.n.r.u.ReputationRestClientESC[m: SECURITY [nsx@4413 comp="nsx-manager" errorCode="XXX500114" level="ERROR" subcomp="manager"] 400 Bad Request: "{"error_code":10026,"error_message":"Mismatching siteIds. Please ensure the licenses belong to the same site."}"org.springframework.web.client.HttpClientErrorException$BadRequest: 400 Bad Request: "{"error_code":10026,"error_message":"Mismatching siteIds. Please ensure the licenses belong to the same site."}"

    • On NSX Manager (4.2.x and 9.0.x): Log in using administrator credentials. Go to SSP System > Licenses under settings. Check License keys and compare its siteId on Broadcom Support Portal at My Entitlements > My Sites. Remove multi-site licenses from nsx-manager to make sure all licenses on nsx-manager belong to the exact same Site ID.

    • On NSX Manager (9.1.x): Log in to license hub and check license keys and its siteId from Broadcom Support Portal at My Entitlements > My Sites. Remove multi-site licenses from license hub to make sure all licenses belong to the exact same Site ID.

  • In case of manual upload failing: Check SSP /ssp/cluster/monitor/feature/health API and check if any of the dependent AI Assistant service are down. Look for "{ name: "AI_ASSISTANT_PLATFORM" " in the API response and its dependent service health. This error is usually transient and upload bundle retry will succeed once AI_ASSISTANT_PLATFORM shows UP in the health API response.

  • Check for vTIS connectivity: Review SSP system dashboard in UI > Home > Open Alarms to make sure there are no active vTIS (Threat Intelligence Service) connectivity alarms blocking the service. Follow KB steps to resolve connectivity alarm. Wait for worst case 24 hours to clear bundle download alarm if there was connectivity alarm resolved. If you need to resolve the alarm immediately, toggle auto download to disable and enable it back for the system to check new bundle availability.

Manual Import:

  • Total number of allowed bundles saved are 3. If you already have 3 bundles and trying to upload a new one, please consider deleting one of the older non-packaged bundles.

  • Ensure SSP health is UP.

  • Retry might work as the error could be transient.

  • Once resolution steps are applied, check for bundles download and save logs in reputation-service. Check logs like:

    • For auto download using plugins:

      2026-07-31T14:25:02,681 INFO  [scs-plugin-com.vmware.vdefend.ia.firewall] c.v.n.r.s.p.i.BaseIntelligentAssistPlugin: INTELLIGENT-ASSIST [nsx@4413 comp="nsx-manager" level="INFO" logger="BaseIntelligentAssistPlugin" msgID="INTELLIGENT-ASSIST" subcomp="manager" threadName="scs-plugin-com.vmware.vdefend.ia.firewall"] Successfully retrieved bundle information - URL: https://<vtis url>/ia_security_feed/5.2.0/gemini-gemini-embedding-001/5.2.0_20260729?Expires=1785511502&KeyName=cdn&Signature=c8b8hTbXmM-SeD7UiJU1yhqB6uI=, Version: 5.2.0_20260729, Checksum: 2859b7666681db4348d7325fe07a8af8ec60a56c1ed93a2d2b8c5dce19a9da92

    • Manual or auto download (log seen once successful bundle is available for AI Assistant to import):

      2026-07-31T14:27:28,083 INFO  [BundleProcessor-b2a936b3-231b-4c91-8ece-aa40596ccded] c.v.n.r.s.s.i.Megabundl
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