Your Application Detection configurations are showing Sync Failure status

Products

• Data Loss Prevention Cloud Detection Service
• Data Loss Prevention Cloud Detection Service for REST
• Data Loss Prevention

Issue/Introduction

After one or more entries for Application Detection has been configured in the Enforce Server web console, the sync status in the list of configured applications shows "Sync Failure".

Environment

DLP version 15.8 or above, with a Cloud Detection Server enrolled, connecting to the CASB CloudSOC.

Cause

In this case, the Cloud Detection Server is configured correctly, but there is some issue on the CloudSOC CDS connection which is preventing successful sync with DLP.

 

Resolution

1. Login to your CASB CloudSOC tenant, and look for the "gear" icon in the upper right of the screen: 
   
   
   
2. From the new Settings column on the left, choose "Data Loss Prevention", and the registered DLP Detector will appear.
   
   
   
   
3. Locate the Enforce managed Cloud Detection Server for the REST Channel.
   
   

   Note: If the Data Loss Prevention section of the Settings does not show any Enforce managed Cloud Detection Server for the REST Channel then this indicates that most likely the CDS has not been enrolled to the CASB tenant. This is required for the synchronization to complete successfully. This enrollment process is described in the document linked below:

   Provisioning the DLP Cloud Detection Service in CloudSOC
   
   

4. Click the down arrow in the Actions column and click "Deactivate System" once to De-Activate the appliance, then Confirm the configuration when prompted.
   
   
   
5. Click "Activate System" to Activate back the appliance
   
   
   
6. Click "Connect System" to Connect the appliance.
   
   
   

As per the column to the left, the "Status" of the DLP Appliance should be green after this is performed (note - it may have shown as green previously, but the steps above should still be taken).

Important - it is not necessary to remove the DLP Appliance ("Remove System" button) If that step is taken by mistake, you will need to contact Technical Support, to have the DLP Cloud Operations and CASB teams reset the DLP appliance and CASB hosted systems before you can re-register it successfully.

Once reset has been completed in CloudSOC:

1. Return to DLP Enforce Console / Application Detectors - and click on "Sync to CloudSOC" again
2. If this reset process was successful in approx 2 to 3 minutes you should see "Sync Successful" similar to screenshot below

 

Additional Information

This is different from the issue described in related article Application Detection never changes "Sync Pending" status (broadcom.com), where the sync status remains at "Pending" and never goes to "Failure".