Hi Patrick,
Sorry for the late reply. We don't have an offshore team member to capture the error logs at their end, hence it was delayed. Please find the attached error logs and below are
smwa.logs for your reference -
[28462/3380590336][Tue Feb 04 2020 02:30:49][CSmHttpPlugin.cpp:2176][WARNING][sm-HTTPAgent-00190] Unable to process CBSESSION cookie.
[28462/3380590336][Tue Feb 04 2020 02:30:50][CSmHttpPlugin.cpp:2176][WARNING][sm-HTTPAgent-00190] Unable to process CBSESSION cookie.
[28462/3359610624][Tue Feb 04 2020 02:30:50][CSmHttpPlugin.cpp:2176][WARNING][sm-HTTPAgent-00190] Unable to process CBSESSION cookie.
[28462/3359610624][Tue Feb 04 2020 02:30:50][CSmHttpPlugin.cpp:2176][WARNING][sm-HTTPAgent-00190] Unable to process CBSESSION cookie.
[28462/3359610624][Tue Feb 04 2020 02:30:50][CSmHttpPlugin.cpp:2176][WARNING][sm-HTTPAgent-00190] Unable to process CBSESSION cookie.
[28462/3812370176][Tue Feb 04 2020 02:34:17][CSmHighLevelAgent.cpp:206][INFO][sm-AgentFramework-00390] HLA: Stopping.
[28462/3812370176][Tue Feb 04 2020 02:34:17][SmPlugin.cpp:103][INFO][sm-AgentFramework-00180] Agent Framework plug-in 'SM_WAF_HTTP_PLUGIN' shutdown.
[28462/3812370176][Tue Feb 04 2020 02:34:18][SmAgentAPI.cpp:1679][INFO][sm-AgentFunc-00040] Agent API has been released.
[28957/3554739968][Tue Feb 04 2020 07:33:55][SmAgentAPI.cpp:1390][ERROR][sm-AgentConMgr-00020] Failed to enable cluster 0.
[28957/3554739968][Tue Feb 04 2020 07:33:55][SmAgentAPI.cpp:1404][ERROR][sm-AgentConMgr-00010] Failed to initialize clusters.
[28957/3554739968][Tue Feb 04 2020 07:33:55][SmAgentAPI.cpp:1484][ERROR][sm-AgentFunc-00010] Agent API initialization failed.
smwatrace.logs -
[02/04/2020][02:34:02][28462][2898056960][CSmHighLevelAgent.cpp:911][ProcessRequest][000000000000000000000000c64012ac-6f2e-5e391e6a-acbcd700-c1e4215b734e][*172.18.91.84][][qa3_ma_wa][/api/cbma/datainternetgateway/services/datainternetgateway/cbEmail/configuration?profileId=68356][
93401101@mailinator.com][End new request.]
[02/04/2020][02:34:02][28462][2898056960][CSmLowLevelAgent.cpp:3466][ReportHealthData][][][][][][][Accumulating HealthMonitorCtxt.]
[02/04/2020][02:34:17][28462][3812370176][CSmHighLevelAgent.cpp:204][Shutdown][][][][][][][High Level Agent shutting down.]
[02/04/2020][02:34:17][28462][3812370176][CSmManager.cpp:82][Resource Manager][][][][][][][Shutdown.]
[02/04/2020][02:34:17][28462][3812370176][CSmManager.cpp:82][Session Manager][][][][][][][Shutdown.]
[02/04/2020][02:34:17][28462][3812370176][CSmManager.cpp:82][Response Manager][][][][][][][Shutdown.]
[02/04/2020][02:34:17][28462][3812370176][CSmManager.cpp:82][Session Manager][][][][][][][Shutdown.]
[02/04/2020][02:34:17][28462][3812370176][CSmProtectionManager.cpp:125][CSmProtectionManager::Shutdown][][][][][][][ProtectionManager shutdown.]
[02/04/2020][02:34:17][28462][3812370176][CSmManager.cpp:82][Credential Manager][][][][][][][Shutdown.]
[02/04/2020][02:34:17][28462][3812370176][CSmManager.cpp:82][Challenge Manager][][][][][][][Shutdown.]
[02/04/2020][02:34:17][28462][3812370176][CSmManager.cpp:82][Response Manager][][][][][][][Shutdown.]
[02/04/2020][02:34:17][28462][3812370176][CSmManager.cpp:82][Session Manager][][][][][][][Shutdown.]
[02/04/2020][02:34:17][28462][3812370176][CSmAuthenticationManager.cpp:124][CSmAuthenticationManager::Shutdown][][][][][][][AuthenticationManager shutdown.]
[02/04/2020][02:34:17][28462][3812370176][CSmManager.cpp:82][Response Manager][][][][][][][Shutdown.]
[02/04/2020][02:34:17][28462][3812370176][CSmManager.cpp:82][Variable Manager][][][][][][][Shutdown.]
[02/04/2020][02:34:17][28462][3812370176][CSmAuthorizationManager.cpp:124][CSmAuthorizationManager::Shutdown][][][][][][][AuthorizationManager shutdown.]
[02/04/2020][02:34:17][31171][2239538944][LLAWPMsgBus.cpp:221][ProcessMessage][][][][][][][Close message received from client '28462.-1333971200']
[02/04/2020][02:34:18][28462][3812370176][SmAgentAPI.cpp:1679][][][][][][][][LogMessage:INFO:[sm-AgentFunc-00040] Agent API has been released.]
[02/04/2020][02:34:18][28462][3812370176][CSmAgentApiBase.cpp:612][CSmAgentApiBase::Shutdown][][][][][][][AgentApiBase Shutdown.][02/04/2020][02:40:49][31171][2239538944][LLAWPMsgBus.cpp:181][ProcessMessage][][][][][][][Open message received from client '28957.-1417890048']
[Date][Time][Pid][Tid][SrcFile][Function][TransactionID][IPAddr][IPPort][AgentName][Resource][User][Message]
[====][====][===][===][=======][========][=============][======][======][=========][========][====][=======]
[02/04/2020][02:40:49][28957][2877077248][CSmLowLevelAgent.cpp:5126][ConfigureMP][][][][][][][Tracing initialized.]
[Date][Time][Pid][Tid][SrcFile][Function][TransactionID][IPAddr][IPPort][AgentName][Resource][User][Message]
Kindly suggest us the solution to resolve it asap.
------------------------------
Siteminder Engineer
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Original Message:
Sent: 01-22-2020 02:15 AM
From: Patrick Dussault
Subject: WebAgent Losing connection with Policy Server
Hi Lavanya,
Could you share with us then the Apache error logs, you should see an
error or what happens when the LLAWP process is removed from memory.
Best Regards,
Patrick
Original Message:
Sent: 01-21-2020 02:38 PM
From: Lavanya Ravula
Subject: WebAgent Losing connection with Policy Server
Hi Pete,
Yes, the issue still persists, as the webagent goes down, it doesn't record any trace log, so we don't see any trace log coming up with it.
------------------------------
Siteminder Engineer
Original Message:
Sent: 01-20-2020 11:31 AM
From: Peter Burant
Subject: WebAgent Losing connection with Policy Server
Hi Lavanya,
Are you still having this problem?
The High Level Agent (HLA) shutdown messages can be normal depending on web server type and configuration (such as during idle time) and are not the result of the web agent losing connection with the policy server.
What does the agent trace log show when a request is received? That log will show the resolved URL, resolved agentname, and the results of the IsProtected call made to the policy server.
Regards,
Pete
Original Message:
Sent: 01-07-2020 08:32 PM
From: Lavanya Ravula
Subject: WebAgent Losing connection with Policy Server
Hi Team,One of our team is running automated scripts to test their application which is getting interrupted multiple times because their webagent is losing connection with policy server. I don't see any errors in the policy server logs during the time frame they mentioned where it is not working. One of the reasons that I could think of is network glitches causing the connectivity unstable. Could you provide any other possible causes for this issue?
Please find the below webagent logs for your reference -
[12/20/2019][15:41:27][22539][469759744][CSmHighLevelAgent.cpp:395][ProcessRequest][000000000000000000000000c64012ac-580b-5dfd31f7-1bfff700-1bfa65057d54][*172.18.91.84][][qa3_myadm_wa][/cbma/index.html][][ProtectionManager returned SmNo, end new request.]
[12/20/2019][15:41:27][22539][469759744][CSmLowLevelAgent.cpp:3466][ReportHealthData][][][][][][][Accumulating HealthMonitorCtxt.]
[12/20/2019][15:41:27][22539][807704320][CSmHighLevelAgent.cpp:204][Shutdown][][][][][][][High Level Agent shutting down.]
[12/20/2019][15:41:27][22539][807704320][CSmManager.cpp:82][Resource Manager][][][][][][][Shutdown.]
[12/20/2019][15:41:27][22539][807704320][CSmManager.cpp:82][Session Manager][][][][][][][Shutdown.]
[12/20/2019][15:41:27][22539][807704320][CSmManager.cpp:82][Response Manager][][][][][][][Shutdown.]
[12/20/2019][15:41:27][22539][807704320][CSmManager.cpp:82][Session Manager][][][][][][][Shutdown.]
[12/20/2019][15:41:27][22539][807704320][CSmProtectionManager.cpp:125][CSmProtectionManager::Shutdown][][][][][][][ProtectionManager shutdown.]
[12/20/2019][15:41:27][22539][807704320][CSmManager.cpp:82][Credential Manager][][][][][][][Shutdown.]
[12/20/2019][15:41:27][22539][807704320][CSmManager.cpp:82][Challenge Manager][][][][][][][Shutdown.]
[12/20/2019][15:41:27][22539][807704320][CSmManager.cpp:82][Response Manager][][][][][][][Shutdown.]
[12/20/2019][15:41:27][22539][807704320][CSmManager.cpp:82][Session Manager][][][][][][][Shutdown.]
[12/20/2019][15:41:27][22539][807704320][CSmAuthenticationManager.cpp:124][CSmAuthenticationManager::Shutdown][][][][][][][AuthenticationManager shutdown.]
[12/20/2019][15:41:27][22539][807704320][CSmManager.cpp:82][Response Manager][][][][][][][Shutdown.]
[12/20/2019][15:41:27][22539][807704320][CSmManager.cpp:82][Variable Manager][][][][][][][Shutdown.]
[12/20/2019][15:41:27][22539][807704320][CSmAuthorizationManager.cpp:124][CSmAuthorizationManager::Shutdown][][][][][][][AuthorizationManager shutdown.]
After we noticed these logs, we asked the team to re-register the webagent and check if they are facing similar problem. They came back to us stating the same issue - "their webagent is losing connection with policy server"
Hence, we couldn't come to a conclusion in this usecase, Kindly please help out with a solution.
------------------------------
Lavanya
------------------------------