Issue Update – IVR Service Crash Impacting CVE Data

Usage and Config Insights
1

Hi Everyone,

We are currently experiencing a new issue in our environment where the Insights for Vulnerability Remediation (IVR) service is stopped and crashes every time we attempt to start it.

image (15)
image (15)1917×1197 169 KB

We reviewed the related logs and observed errors indicating that the service is unable to remain running.

2026-01-19 14:30:28.892024 3676 init LogLevels.INFO Loading Application
2026-01-19 14:30:28.892024 3676 init LogLevels.INFO Initializing Config Manager
2026-01-19 14:30:29.017029 3676 spawn_logger_manager_process LogLevels.INFO Creating Logger Manager Process
2026-01-19 14:30:29.032655 3676 spawn_logger_manager_process LogLevels.INFO Running build VERSION "2.0.225"
2026-01-19 14:30:29.032655 3676 spawn_logger_manager_process LogLevels.INFO Logger Manager Process Started. 27608
2026-01-19 14:30:29.566342 27608 initWithConfigData LogLevels.INFO Initializing Config Manager With ConfigData
2026-01-19 14:30:29.220155 3676 get_pytenable_connection LogLevels.INFO Attempting to connect to Tenable.SC instance
2026-01-19 14:34:28.662595 16076 init LogLevels.INFO Loading Application
2026-01-19 14:34:28.662595 16076 init LogLevels.INFO Initializing Config Manager
2026-01-19 14:34:28.803224 16076 spawn_logger_manager_process LogLevels.INFO Creating Logger Manager Process
2026-01-19 14:34:28.818849 16076 spawn_logger_manager_process LogLevels.INFO Running build VERSION "2.0.225"
2026-01-19 14:34:28.818849 16076 spawn_logger_manager_process LogLevels.INFO Logger Manager Process Started. 25696
2026-01-19 14:34:29.372022 25696 initWithConfigData LogLevels.INFO Initializing Config Manager With ConfigData
2026-01-19 14:34:29.012654 16076 get_pytenable_connection LogLevels.INFO Attempting to connect to Tenable.SC instance
2026-01-19 14:42:46.886901 31964 init LogLevels.INFO Loading Application
2026-01-19 14:42:46.887901 31964 init LogLevels.INFO Initializing Config Manager
2026-01-19 14:42:47.023209 31964 spawn_logger_manager_process LogLevels.INFO Creating Logger Manager Process
2026-01-19 14:42:47.023209 31964 spawn_logger_manager_process LogLevels.INFO Running build VERSION "2.0.225"
2026-01-19 14:42:47.023209 31964 spawn_logger_manager_process LogLevels.INFO Logger Manager Process Started. 20656
2026-01-19 14:42:47.582018 20656 initWithConfigData LogLevels.INFO Initializing Config Manager With ConfigData
2026-01-19 14:42:47.238276 31964 get_pytenable_connection LogLevels.INFO Attempting to connect to Tenable.SC instance
2026-01-19 15:01:15.139017 5988 init LogLevels.INFO Loading Application
2026-01-19 15:01:15.139017 5988 init LogLevels.INFO Initializing Config Manager
2026-01-19 15:01:15.295268 5988 spawn_logger_manager_process LogLevels.INFO Creating Logger Manager Process
2026-01-19 15:01:15.295268 5988 spawn_logger_manager_process LogLevels.INFO Running build VERSION "2.0.225"
2026-01-19 15:01:15.295268 5988 spawn_logger_manager_process LogLevels.INFO Logger Manager Process Started. 31596
2026-01-19 15:01:15.911241 31596 initWithConfigData LogLevels.INFO Initializing Config Manager With ConfigData
2026-01-19 15:01:15.536227 5988 get_pytenable_connection LogLevels.INFO Attempting to connect to Tenable.SC instance

Impact:
Due to this issue, newly released CVEs for 2025 and 2026 are not being retrieved or displayed, as vulnerability data is not being successfully extracted from Tenable SC.

2

Which IVR Version are you using?

3

There are several version IVR 2 and IVR 4 - on the documentation, IVR 4 already supports the Tenable.sc - It has lots of improvements from Version 2

Look at the documentation - BigFix Insights for Vulnerability Remediation (IVR)

If you still want to be with version 2 - check the documentation about the configuration of the Insights and IVR app

1 Like
4

Version: 2.0.3
I’ve followed the steps within the document. But nothing changed yet. The same issue still exists.

2026-01-20 15:01:15.139017 5988 init LogLevels.INFO Loading Application
2026-01-20 15:01:15.139017 5988 init LogLevels.INFO Initializing Config Manager
2026-01-20 15:01:15.295268 5988 spawn_logger_manager_process LogLevels.INFO Creating Logger Manager Process
2026-01-20 15:01:15.295268 5988 spawn_logger_manager_process LogLevels.INFO Running build VERSION "2.0.225"
2026-01-20 15:01:15.295268 5988 spawn_logger_manager_process LogLevels.INFO Logger Manager Process Started. 31596
2026-01-20 15:01:15.911241 31596 initWithConfigData LogLevels.INFO Initializing Config Manager With ConfigData
2026-01-20 15:01:15.536227 5988 get_pytenable_connection LogLevels.INFO Attempting to connect to Tenable.SC instance

5

Hi Bro,

I’ve uninstall the service then deployed it again. It’s running now also the import and stuck CVEs data.

resolved2
resolved21787×997 97.4 KB

resolved1
resolved11903×1045 129 KB

6

You should probably open a Support Ticket so the team can review logs and your configuration with you.
Just based on the last message (attempting to connect to Tenable.SC instance), I'd probably start by making sure the IVR host can actually reach your Tenable instance (network, firewall rules, proxy, credentials, etc.)