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Cannot Login to Gateway Manager

Using VM 2.201 I cannot log into the gateway manager. Either no response or error message "cannot connect to backend process". Same admin account has no problem in accessing Webadmin.

Many errors in the ACC Core Daemon :

2010:10:01-11:39:02 acc accd: 466055991 [0xae17cba0] ERROR server.device.ReportingItem null - Error extracting binary reporting data (Error creating temporary director for file extraction: boost::filesystem::create_directory: Too many links: "/var/tmp/09af8f03-dd5a-4fa1-bbca-3c124874767b")
2010:10:01-11:39:02 acc accd: 466055991 [0xae17cba0] WARN server.device.ReportingItem null - reporting item will not be updated as binary part is erroneous: [5EAC4E9A-802D-11DF-BFD5-87DB1C65302B;reporting.security]
2010:10:01-11:39:18 acc accd: 466071837 [0xaa174ba0] ERROR server.main.PerlHashDumpStrategy null - Caught exception 'basic_ios::clear' processing '/var/diag/accd.ph'
2010:10:01-11:39:18 acc accd: 466071837 [0xaa174ba0] ERROR server.main.JsonDumpStrategy null - Caught exception 'basic_ios::clear' processing '/var/diag/accd.json'
2010:10:01-11:39:48 acc accd: 466101835 [0xae17cba0] ERROR server.main.PerlHashDumpStrategy null - Caught exception 'basic_ios::clear' processing '/var/diag/accd.ph'
2010:10:01-11:39:48 acc accd: 466101835 [0xae17cba0] ERROR server.main.JsonDumpStrategy null - Caught exception 'basic_ios::clear' processing '/var/diag/accd.json'
2010:10:01-11:40:18 acc accd: 466131833 [0xb4989ba0] ERROR server.main.PerlHashDumpStrategy null - Caught exception 'basic_ios::clear' processing '/var/diag/accd.ph'
2010:10:01-11:40:18 acc accd: 466131833 [0xb4989ba0] ERROR server.main.JsonDumpStrategy null - Caught exception 'basic_ios::clear' processing '/var/diag/accd.json'
2010:10:01-11:40:48 acc accd: 466161837 [0xa3967ba0] ERROR server.main.PerlHashDumpStrategy null - Caught exception 'basic_ios::clear' processing '/var/diag/accd.ph'
2010:10:01-11:40:48 acc accd: 466161838 [0xa3967ba0] ERROR server.main.JsonDumpStrategy null - Caught exception 'basic_ios::clear' processing '/var/diag/accd.json'
2010:10:01-11:40:57 acc accd: 466171539 [0xaf17eba0] ERROR libs.util.TarExtractor null - error extracting tarball: Error creating temporary director for file extraction: boost::filesystem::create_directory: Too many links: "/var/tmp/de5725ce-0ef6-4ec5-a840-840bc754ac5c"
2010:10:01-11:40:57 acc accd: 466171540 [0xaf17eba0] ERROR server.device.ReportingItem null - Error extracting binary reporting data (Error creating temporary director for file extraction: boost::filesystem::create_directory: Too many links: "/var/tmp/de5725ce-0ef6-4ec5-a840-840bc754ac5c")
2010:10:01-11:40:57 acc accd: 466171540 [0xaf17eba0] WARN server.device.ReportingItem null - reporting item will not be updated as binary part is erroneous: [90082066-9F9C-11DF-83A2-B576659BB770;reporting.security]

Any suggestions how to fix?

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0 Simon Shaw over 13 years ago

I'm getting 100% CPU with the accd.
Device is running as a virtual appliance, vSphere ESXi 4.1.0 Patch lvl 260247

2010:12:07-07:54:41 acc01-per-au accd: 8595 [0xb69cf6b0] INFO  server.accd null - accd started successfully
2010:12:07-07:54:43 acc01-per-au accd: 10298 [0xb21c5ba0] WARN  server.device.DeviceDispatcher null - DeviceDispatcher:[:D]ispatchNotify() notification 'change' dropped because device is not logged in
2010:12:07-07:54:44 acc01-per-au accd: 11198 [0xb19c4ba0] WARN  server.device.DeviceDispatcher null - DeviceDispatcher:[:D]ispatchNotify() notification 'reporting.change' dropped because device is not logged in
2010:12:07-07:55:44 acc01-per-au accd: 70784 [0xaa9b6ba0] WARN  server.device.CheckPingAction null - 2 missed ping(s) device C047E8C4-BC25-11DF-90B4-92D4D194C821
2010:12:07-07:56:14 acc01-per-au accd: 100782 [0xa99b4ba0] WARN  server.device.CheckPingAction null - 3 missed ping(s) device C047E8C4-BC25-11DF-90B4-92D4D194C821
2010:12:07-07:56:14 acc01-per-au accd: 100782 [0xa99b4ba0] ERROR server.device.CheckPingAction null - device [device;guid:C047E8C4-BC25-11DF-90B4-92D4D194C821;ip:91.143.76.13;name:asg-lon-01] missed 3 pings => disconnecting
2010:12:07-07:56:14 acc01-per-au accd: 100795 [0xa99b4ba0] INFO  server.device.DeviceCache null - DeviceCache::logout() device ... [device;guid:C047E8C4-BC25-11DF-90B4-92D4D194C821;ip:91.143.76.13;name:asg-lon-01]
2010:12:07-08:05:00 acc01-per-au accd: 626783 [0xa21a5ba0] INFO  server.device.AggregatedTransformer null - cleaning up reporting DB entries which are older than 2010-06-11
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0 Hakan Yueksel over 13 years ago in reply to Simon Shaw

Hi Simon,

you have most likely the problem mentioned here. In this thread you'll find a bug fix with installation instructions.

Regards, Hakan
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0 BrucekConvergent over 13 years ago in reply to Hakan Yueksel

Hakan, it's not a VMWare installation, it's on dedicated hardware. Plenty of disk space. It happens every few days to a week or so now... also occasionally get a message about "too many files" (I'll try to get an exact message quoted here next time it happens). The problem is that it's down when I need it the most, so I end up rebooting so I can service the customer.

CTO, Convergent Information Security Solutions, LLC

https://www.convergesecurity.com

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0 Hakan Yueksel over 13 years ago in reply to BrucekConvergent

Hi Bruce,

thanks for the feedback. If it happens again could you please also check whether you have write access on /var/storage via ssh before you reboot?

Regards, Hakan
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0 Simon Shaw over 13 years ago in reply to Hakan Yueksel

Hi Simon,
you have most likely the problem mentioned...

Regards, Hakan

Worked nicely, thanks!
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0 BrucekConvergent over 13 years ago in reply to Hakan Yueksel

Hi Bruce,

thanks for the feedback. If it happens again could you please also check whether you have write access on /var/storage via ssh before you reboot?

Regards, Hakan

Will do. I suppose checking as root is fine? Are we looking for the volume going read-only?

CTO, Convergent Information Security Solutions, LLC

https://www.convergesecurity.com

Sophos Platinum Partner

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Advice given as posted on this forum does not construe a support relationship or other relationship with Convergent Information Security Solutions, LLC or its subsidiaries. Use the advice given at your own risk.
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0 Hakan Yueksel over 13 years ago in reply to BrucekConvergent

I suppose checking as root is fine?

Yes.

Are we looking for the volume going read-only?

Seems to be one of several possibilities. BangkokBob's log file entries indicate that there is a filesystem problem and this can quite affect the login.

Regards, Hakan
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0 Hakan Yueksel over 13 years ago in reply to BrucekConvergent

I suppose checking as root is fine?

Yes.

Are we looking for the volume going read-only?

Seems to be one of several possibilities. BangkokBob's log file entries indicate that there is a filesystem problem and this can quite affect the login.

Regards, Hakan
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0 BrucekConvergent over 13 years ago in reply to Hakan Yueksel

The exact error I'm getting when logging into Gateway Manager is:

"Login failed: #10500 - connection to backend not established"

Logging into Webadmin does work, and a reboot brings back the access.

Checked the /var/storage volume: I was able to create a test directory and test file fine while the Gateway Manager access was down. A check with mount shows all file systems are mounted at R/W. Doesn't look like a file system issue. Also ran df and no partition shows over 26% usage, so not a space issue either.

I did find some clues in the core daemon log; looks like a ton of errors, and there's that "too many files" error floating in there. I'm going to PM you the file so you can take a look.

CTO, Convergent Information Security Solutions, LLC

https://www.convergesecurity.com

Sophos Platinum Partner

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Advice given as posted on this forum does not construe a support relationship or other relationship with Convergent Information Security Solutions, LLC or its subsidiaries. Use the advice given at your own risk.
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0 BrucekConvergent over 13 years ago in reply to BrucekConvergent

Logfiles inbound...

CTO, Convergent Information Security Solutions, LLC

https://www.convergesecurity.com

Sophos Platinum Partner

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Advice given as posted on this forum does not construe a support relationship or other relationship with Convergent Information Security Solutions, LLC or its subsidiaries. Use the advice given at your own risk.
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