Cyberscope Report Error

Usage and Config
1

Each month within SCA we create an SCAP Report with the CyberScope Report option, which worked in August but does not work in September. When creating a report the error is “There was a problem creating the report. Error code:1. Error connecting to http://servername:52311”

The server in the message is the root server, and I am trying to create the report from on the root server. I found in the Event Viewer Security logs where it creates a new process using ruby.exe and another with BigFixOptic.exe (Audit Success for both).

The Windows firewall is off and I tried disabling the Symantec client on the server, but I am not sure where else to look? Thanks.

2

Is the Web Reports server up and running? The tool depends on the REST API relevance query which needs the Web Reports server to work.

Test the following 2 REST API calls from your browser and see if they work:

http://servername:52311/api/login

http://servername:52311/api/query?relevance=names%20of%20bes%20sites

3

I am able to log into Web Reports and run reports. The first API test asked for a username/password and then came back with OK, then the second test returned a list of our BES sites.

Update - when I try to run the Cyberscope report, I see these messages in order:
Processing computer compliance information…
Processing your request, 0% completed.
and then “There was a problem creating the report”.

In the Event Viewer Security logs I see where it creates a process using Bigfixoptic.exe, then a process for ruby.exe using a temp folder that is created and deleted within a few seconds. I was able to see the folder being created and deleted, and got a screen shot that shows ruby.exe is in the temp folder with some DLL files before the folder is deleted.

4

It seems that the tool is running the sequence correctly and the API tests shows there is nothing wrong with the REST API service.

There is one more place to look - the Dashboard Debug Logs.

  1. Click the Create SCAP Compatible Report dashboard and press ALT+CTRL+SHIFT+D. The Debug Settings window opens.
  2. Select the Track function calls in Diagnostic Panel check box.
  3. In the Log Settings section, move the slider for Levels to Include to Debug.
  4. Close the Debug Settings window.
  5. Press CTRL+F5 to reload the dashboard.
  6. When the error message displays, press ALT+CTRL+SHIFT+D again.
  7. Click View Dashboard Log.
  8. Scroll to the bottom and see if anything obvious shows up.

I would recommend a PMR with IBM Support to troubleshoot the issue further if viewing the Dashboard Logs didn’t show any obvious issue.