Bigfix root server not gathering latest content

Usage and Config Platform
1

Hi, I do have a ticket open with support but its not going anywhere so thought of asking here if anyone had similar issue as defined below and if they were able to resolve it.

Root server is not able to gather latest sites from any of the external sites (bessupport, Patches for Windows. Bigfix inventory etc). This issue started happening recently about three weeks ago and checking with Network/security/server admins, they are telling me nothing changed.

  1. My root server connects directly to Internet so no proxy in the picture but I even tried using proxy and that did not help
  2. I have enabled “Enchanted security” to see if that fixes the issue, but it did not.
  3. I also tried adding _Besgather_use_https and tried all values, no help.
  4. Just for troubleshooting, I removed bessecurity “Patches for Windows” from License Overview, re-enabled and it still only had the old site version 4123 though the newest is at 4138.
  5. I removed this site reference from bfemapfile.xml file and GatherState.xml file under “\besserver\mirror server\inbox” and then removed the folder “Enterprisemirror_67_4123” from folder “\BES Server\wwwrootbes\bfmirror\bfsites” along with “manydirlists_67” but after that I started getting error in the gatherdb.log file as “Unexpected exception during gather of site Enterprise Security: Unexpected HTTP response: 404”. Once I restore both bfemapfile.xml file and GatherState.xml files to original state and restore the “Enterprisemirror_67_4123” folder, this error goes away but gatherDB.log repeats “currentFileList Version is the same…no need to get the files from the server” and site stays at version 4123
  6. I am able to browse all of the sync.bigfix.com urls related to these sites using MS Edge or Chrome locally on the root server (http://sync.bigfix.com/cgi-bin/bfgather/bessecurity)
  7. Gather report status on the root server does not show any errors (http://127.0.0.1:52311/cgi-bin/bfenterprise/BESGatherMirrorNew.exe)
  8. Detailed relay log shows following which I’m not sure if indicates any error or issue

Thanks in advance.

Relaylog***************************************
Thu, 02 Feb 2023 14:21:06 -0600 - Main Thread (3612) - /besgathermirrornew/-triggergatherdb?check= - 127.0.0.1
Thu, 02 Feb 2023 14:21:06 -0600 - /besgathermirrornew/-triggergatherdb (10336) - Running plugin /besgathermirrornew/-triggergatherdb?check= with client 127.0.0.1
Thu, 02 Feb 2023 14:21:06 -0600 - Main Thread (3612) - Connection closed by remote host –
Thu, 02 Feb 2023 14:21:06 -0600 - Main Thread (3612) - /besgathermirrornew/-status?http://sync.bigfix.com/cgi-bin/bfgather/bessupport= - 127.0.0.1
Thu, 02 Feb 2023 14:21:06 -0600 - /besgathermirrornew/-status (10420) - Running plugin /besgathermirrornew/-status?http://sync.bigfix.com/cgi-bin/bfgather/bessupport= with client 127.0.0.1
Thu, 02 Feb 2023 14:21:06 -0600 - Main Thread (3612) - /besgathermirror?url=http://sync.bigfix.com/cgi-bin/bfgather/bessupport - 127.0.0.1
Thu, 02 Feb 2023 14:21:06 -0600 - /besgathermirror (11212) - Running plugin /besgathermirror?url=http://sync.bigfix.com/cgi-bin/bfgather/bessupport with client 127.0.0.1
Thu, 02 Feb 2023 14:21:06 -0600 - /besgathermirror (11212) - BESGather: urlValue=http://sync.bigfix.com/cgi-bin/bfgather/bessupport, manyVersionSHA1=
Thu, 02 Feb 2023 14:21:06 -0600 - Main Thread (3612) - /data/roles -
Thu, 02 Feb 2023 14:21:06 -0600 - /data/roles (12276) - Running plugin /data/roles with client
Thu, 02 Feb 2023 14:21:06 -0600 - /data/roles (12276) - select ServerID from DBINFO
Thu, 02 Feb 2023 14:21:06 -0600 - /data/roles (12276) - select FieldContents from ADMINFIELDS where FieldName = ? and IsDeleted = 0
Thu, 02 Feb 2023 14:21:06 -0600 - /data/roles (12276) - select Certificate
from CERTIFICATES
where Subject = ?

Thu, 02 Feb 2023 14:21:06 -0600 - /data/roles (12276) - select FieldContents from ADMINFIELDS where FieldName = ? and IsDeleted = 0
Thu, 02 Feb 2023 14:21:06 -0600 - /data/roles (12276) - select Token from SERVERDATA_SESSIONS WHERE Token = ?
Thu, 02 Feb 2023 14:21:06 -0600 - /data/roles (12276) - select RoleID, Name, ModificationTime, IsDeleted, IsMaster, CustomContent, ShowOtherUsersActions, StopOtherUsersActions, CanCreateActions, CanLock, CanSendMultipleRefresh, CanSubmitQueries, ConsoleLogin, APILogin, WebUILogin, PostActionBehavior, ActionScriptCommands, UnmanagedAssetPrivilege, Description, Computers, SubscriptionSMIME, SignedData from ROLES where IsDeleted = 0
Thu, 02 Feb 2023 14:21:06 -0600 - /data/roles (12276) - select SiteID, Privilege from ROLE_EXTERNAL_SITE_ASSIGNMENTS where RoleID = ? and IsDeleted = 0
Thu, 02 Feb 2023 14:21:06 -0600 - /data/roles (12276) - select Sitename, Privilege from ROLE_CUSTOM_SITE_ASSIGNMENTS where RoleID = ? and IsDeleted = 0
Thu, 02 Feb 2023 14:21:06 -0600 - /data/roles (12276) - select RA.UserID, RA.Explicit, RA.Inherited, RA.InheritedFrom from ROLE_USER_ASSIGNMENTS RA join USERINFO U on U.UserID = RA.UserID and U.IsDeleted = 0 where RA.RoleID = ? and ( RA.Explicit = 1 or RA.Inherited = 1 )
Thu, 02 Feb 2023 14:21:06 -0600 - /data/roles (12276) - select LdapID, GroupDN, GroupName from ROLE_GROUP_ASSIGNMENTS where RoleID = ? and IsDeleted = 0

2

I’d be looking in a couple of other places -

  • Check Gather log at BES Server\GatherDBData\GatherDB.log

  • Check the License Overview dashboard and ensure your license entitlements are still active.

3

Hi Jason,

I checked gatherdb.log and it does not show any error. It just repeats following lines when I click on gather on any site (in this case I tried Bes support site which should be at 1476 version)

Also, “License Overview” page shows entitlements valid and expiration Date way in the future

Thu, 02 Feb 2023 15:44:11 -0600 – Gather mirror finished for siteBES Support
Thu, 02 Feb 2023 15:44:11 -0600 – old currentFileList version is 1475
Thu, 02 Feb 2023 15:44:11 -0600 – Gathering the currentFileList file…
Thu, 02 Feb 2023 15:44:11 -0600 – currentFileList gathered
Thu, 02 Feb 2023 15:44:11 -0600 – currentFileList Version is the same…no need to get the files from the server

4

I recently had a similar problem except gatherdb.log would show 404 errors to the external sites.

HCL support was able to identify the issue as it was related to an expired license even though a valid license was applied as well.
Once HCL support remove the expired license, I was able to generate a new license and apply it through the admin tool.

Support also said when you use a web browser to sync.bigfix.com it skips the license checking portion so that’s why the website can still be connected to.

5

I reached out HCL support and they provided me with a new license file which I applied using the besadmin tool but still getting the same issue. I don’t get any errors in the gatherdb.log but if I add a new site then the log shows 404 error just when gathering that new site!!