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Resolve Installation Errors

Introduction

Occasionally, you may encounter an error while installing or upgrading the CIS SecureSuite Platform.

This guide covers:

Common Errors

The installation errors you will typically encounter are related to the required services (SecureSuite, MariaDB, and Apache_HTTPD) and task (Keycloak) not running.

For instance, the following error message appears when all the required services have not been started:

"An error occurred starting up the SecureSuite, MariaDB, and/or Apache_HTTPD services. SecureSuite is not working as intended. MariaDB is not working as intended. Apache_HTTPD is not working as intended."

Troubleshoot Errors

One of the following options will fix the common errors encountered during installation:

  • Check Services: Verify that MariaDB, SecureSuite, and Apache_HTTPD are started, and start them if needed. Additionally, ensure Log on as a service permission is granted as a group policy. Try installing the CIS SecureSuite Platform after a few minutes.
  • Check Task Scheduler: Verify that the Keycloak task is started; start it if needed and try installing the CIS SecureSuite Platform after a few minutes.
  • Retry Installer: Close and re-launch the CIS SecureSuite Platform Installer.

If these options are unsuccessful, get the installer logs and open a ticket with CIS Product Technical Support.

Linux DNS Error

When installing the CIS SecureSuite Platform to a Linux operating system, you may encounter the following DNS error:

"E: Failed to fetch http://security.ubuntu.com/ubuntu/pool/main/a/apr/libapr1_1.7.0-8ubuntu0.22.04.2_amd64.deb Temporary failure resolving 'us.archive.ubuntu.com'"

To resolve this error:

1. Edit the /etc/resolv.conf file by adding nameserver 8.8.8.8 to the top of the file.
2. Save the file.
3. Restart the DNS service with the following command:

sudo systemctl restart systemd-resolved

Get Installer Logs

The installer creates logs of the steps in the installation process. Be aware that these logs are removed when the installer is closed. If you receive an error during installation, get the logs before closing the installer.

Get General Logs - Windows

1. Select Installer Logs to go directly to the folder with the log file.

2. Attach the i4j_log_SecureSuite... log to a Product Support ticket.

Get General Logs - Linux

1. Go to the /tmp/ directory to find the i4j_log_SecureSuite... log file.
2. Attach the file to a Product Support ticket.

Get Additional Logs

Depending on the issue, you may need to provide additional log files. Ensure you attach the appropriate log file when submitting a support ticket:

Identity Access Management (IAM) Module Fails

1. Start a Product Technical Support ticket.
2. Fill out the ticket with as much details as possible and attach the keycloakStartup log to the ticket.

Log Location

Go to your designated CIS SecureSuite Platform destination directory and then keycloak\logs (e.g., C:\Program Files\SecureSuite\keycloak\logs).

3. Select Submit.

The CIS SecureSuite Platform Fails to Install

1. Start a Product Technical Support ticket.
2. Fill out the ticket with as much detail as possible and attach the SecureSuiteServiceStartup log to the ticket.

Log Location

Go to your designated CIS SecureSuite Platform destination directory and then logs\securesuitelogs (e.g., C:\Program Files\SecureSuite\logs\securesuitelogs).

3. Select Submit.

The CIS SecureSuite Platform Installer Fails

1. Start a Product Technical Support ticket. 2. Attach the installation log to the ticket.

Log Location

Go to your designated CIS SecureSuite Platform destination directory and then .install4j (e.g., C:\Program Files\SecureSuite\.install4j).

3. Select Submit.

Contact CIS Product Technical Support

If you're encountering an issue that is not covered anywhere in the CIS SecureSuite Platform Guide, open a ticket with CIS Product Technical Support.

Please provide as much information as possible to expedite the support process.