Troubleshooting
Problem
Logging in to the Cloud Pak for Security (CP4S) web interface is successful, but launching the Cases Application produces the following error message:
"upstream connect error or disconnect/reset before headers. reset reason: connection failure".
Symptom
The
isc-cases-application
pod shows as running at less than 8/8
(or 9/9
for Cloud Pak for Security release 1.10) which implies that not all of the containers are running. For example, you observe the pod is at 7/8
or less.Cause
The problem relates to the "isc-cases-customer-license" secret:
- The name of the key used in the secret is incorrect. It must be called
license.key
and nothing else. - The data within the secret itself either has the wrong content or has an expired the license key.
Diagnosing The Problem
Before you begin
Using the command-line interface, log in to the Red Hat OpenShift Cluster by using an admin login ID or with an admin token.
Note: In the following examples replace
$CP4SNAMESPACE
with the Cloud Pak for Security namespace you chose when the product was installed.Referenced Key Name Is Incorrect
Run the following command.
$ oc -n $CP4SNAMESPACE describe secret isc-cases-customer-license
For example:
$ oc -n cp4s describe secret isc-cases-customer-license
Name: isc-cases-customer-license
Namespace: cp4s
Labels: <none>
Annotations: <none>
Type: Opaque
Data
====
mysoar.key: 468 bytes
This example output has the key name set incorrectly as "mysoar.key".
Key Used is Invalid
- Run the following command:
$ oc -n $CP4SNAMESPACE describe secret isc-cases-customer-license
$ oc -n cp4s describe secret isc-cases-customer-license Name: isc-cases-customer-license Namespace: cp4s Labels: <none> Annotations: <none> Type: Opaque Data ==== license.key: 485 bytes
- Run the following command to show the contents of the secret:
$ oc -n $CP4SNAMESPACE extract secret/isc-cases-customer-license --to - -----BEGIN LICENSE----- AB+3456789ABCDEF0123456789ABCDEF0123456789ABCDEF0123456789ABCDEF012345 6789ABCDEF0123456789ABCDEF0123456789ABCDEF0123456789ABCDEF0123456789AB CDEF0123456789ABCDEF0123456789ABCDEF0123456789ABCDEF0123456789ABCDEF01 23456789ABCDEF0123456789ABCDEF0123456789ABCDEF0123456789ABCDEF01234567 89ABCDEF0123456789ABCDEF0123456789ABCDEF0123456789ABCDEF0123456789ABCD EF0123456789ABCDEF0123456789ABCDEF0123456789ABCDEF0123456789ABCDEF0123 4567890ABCD== -----END LICENSE-----
Document Location
Worldwide
[{"Type":"MASTER","Line of Business":{"code":"LOB24","label":"Security Software"},"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Product":{"code":"SSTDPP","label":"IBM Cloud Pak for Security"},"ARM Category":[{"code":"a8m0z0000001h8pAAA","label":"Cases"},{"code":"a8m0z0000001h8uAAA","label":"Install"}],"ARM Case Number":"TS008386044","Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"1.7.2;1.8.0"}]
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Document Information
Modified date:
28 October 2022
UID
ibm16555326