Traps ESM Tech Support file stuck at Generating

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Traps ESM Tech Support file stuck at Generating

Hello,

 

I have an ESM that is showing "Tech Support File: Generating", I dont think it is related to a specific version, as upgrading or downgrading does not solve it, niether single or multi deployment, as I have tested it in both scenario, and it also never times out, even after a day.

I have tried changing the timeout values in dbconfig, but still the issue is there, I dont even see the techsupport file in the forensics directory.

I tried restarting the server, upgrading the console, restarting ESM services, restarting BITs service, restarting IIS application pool, restarting "www publishing services", but none of them seems to make any difference, the logs from the web logs show the following:

 

 

2019-07-15T14:34:30.4548+04:00 DEBUG w3wp 7 Cyvera.Server.Facades.DataCollection.TechSupportFileManager General Start collection of tech support file, job id: 06131867-5675-4e3c-8a6d-adf1e3ce723c
2019-07-15T14:34:30.4699+04:00 DEBUG w3wp 7 Cyvera.Server.Facades.Reporting.Reporters.MailReporter Forensic Email configuration: Host: , Port: 0, From: , To: , SSL: False, Timeout(s): 60
2019-07-15T14:34:30.6887+04:00 DEBUG w3wp 7 Cyvera.Server.Facades.Reporting.Reporters.MailReporter Forensic Email configuration: Host: , Port: 0, From: , To: , SSL: False, Timeout(s): 60
2019-07-15T14:34:31.8587+04:00 DEBUG w3wp 7 Cyvera.Server.Facades.Database.Caching.CacheCountWatcher General """CreateSupportFile"" version changed: 16 "
2019-07-15T14:34:31.8742+04:00 DEBUG w3wp 7 Cyvera.Server.Facades.DataCollection.ExternalActionsRunner Action Working folder of the action runner is 'C:\Program Files\Palo Alto Networks\Endpoint Security Manager\Web\bin'.
2019-07-15T14:34:32.2640+04:00 DEBUG w3wp 7 Cyvera.Server.Facades.DataCollection.ExternalActionsRunner Action External action ServicesList terminated on time with exit code 0.
2019-07-15T14:34:32.2640+04:00 DEBUG w3wp 7 Cyvera.Server.Facades.DataCollection.ExternalActionsRunner General ActionRunner.exe for action 'ServicesList' terminated successfully.
2019-07-15T14:34:32.6539+04:00 DEBUG w3wp 7 Cyvera.Server.Facades.DataCollection.ExternalActionsRunner Action External action DriversList terminated on time with exit code 0.
2019-07-15T14:34:32.6539+04:00 DEBUG w3wp 7 Cyvera.Server.Facades.DataCollection.ExternalActionsRunner General ActionRunner.exe for action 'DriversList' terminated successfully.

 

Thanks in advance

L4 Transporter

Re: Traps ESM Tech Support file stuck at Generating

Does the server hosting the ESM, have enough space to write the file?

Re: Traps ESM Tech Support file stuck at Generating

Thanks @efrancis for the suggestion, however there is no disk space issues, anyways if it is disk space it should atleast timeout or show as failed, it seems that the job id is stuck, so I raised it with PA TAC, and indeed, they provided an SQL query which cleared the job, and the issue is resolved.

But thank you for stopping by @efrancis 

L2 Linker

Re: Traps ESM Tech Support file stuck at Generating

@AbdulRahman_Safwat 

Did you happen to save that command? I'm running into the same issue.

Highlighted

Re: Traps ESM Tech Support file stuck at Generating

Hey @shp555 ,

 

I would really recommend that you directly reach out to PAN support, as running changes on the DB can cause real issues if it was done wrong, they will provide you with the steps and the queries needed, and also will follow up with you if any issues happen.

 

Regards

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