Error after adding new Cloud Detector "Cloud Service unreachable due to an account issue" and status remains "Disconnected"

Products

• Data Loss Prevention Cloud Service for Email
• Data Loss Prevention Cloud Detection Service
• Data Loss Prevention Cloud Package

Issue/Introduction

After enrolling a new Cloud Detection Server (CDS) or Cloud Detector to Enforce, the following Enforce event is recorded:

Event Code 2715 appears on Enforce, "Cloud Service unreachable due to an account issue"

Cause

This issue can have more than one cause.

Environment

This can occur in a number of circumstances:

• When adding a second Cloud Detection Server, either a Cloud Email Detector or a Cloud Detector for WSS/CASB, where a previous instance of another Cloud Detector is already enrolled.
• After migration of the Detector from one Enforce to another Enforce (nb - such a move requires assistance from Support and Cloud Operations to complete).

In some cases, both servers may show as "Connected".

In other cases, either the preexisting or the newer CDS ends up in a "Disconnected" state.

Recycling MonitorController may not correct the issue, and the event code keeps recurring even if it does.

Resolution

Do not delete the Cloud Detection Server from Enforce, as it will not likely fix the issue!

Firstly, confirm if the DetectionServerController (aka the MonitorController) needs more memory - as per 160263.

Recycle the service as indicated in that article, and confirm status.

Update: IF this recurs frequently, and simply recycling MonitorController re-establishes connectivity, there is a fix for this issue: in 15.7 MP1. See the 15.7 MP1 Release Notes (Issue ID 4266003)

In most other cases, this issue requires assistance from Technical Support and Engineering.

Please open a support case and reference this article.