About AbdulRahman_Safwat

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 ... View more