Skip to main content
KarlH
KarlH
Explorer II
November 7, 2024
Solved

Operation timed out. Collector is not responding. During Download of Image from SIEM 7.1.3

  • November 7, 2024
  • 6 replies
  • 3017 views

Hello,

 

I have been search the posts here and I am seeing a few different replies to this.

Can some one please clarify the reason for this error?

 

One suggests

 

Adding the ip hostname of supervisor to  /etc/hosts. Is that all that has to be done? 

 

 I still get the error when I select to down load to the client, does some DNS cache need to be cleared or something?

 

 

Another suggests

 

In some of these cases we will need to see the error from the Collectors
 side.
 There are 2 locations for collector upgrade logs to find out why the
 collector failed : 

/usr/local/upgrade/logs/ansible.log
 /opt/phoenix/log/collector-upgrade.log


 we will need to see why
 Your have 3 options
 1- Spin up a new collector in the customers environment with the build
 that we need
 This will bypass the upgrade all together and just spin up a new
 collector and provision it as the same hostname and IP as the old one
 2- Add the build image to the collector and upgrade the collector from
 the CLI of the collector
3 Continue to troubleshoot the current method of downloading and

installing the Image from the Super GUI. IF the upgrade fails we will need
 the logs from the Collectors themselves

if the customer runs

 

 curl --head -ik https://Collector:YjUPdzcQii@siem.grncld.com:443/CollectorUpgrade/tar/FSM_Upgrade_All_7.1.3_b
uild0165.zip

 

can I run the upgrade from the SIEM GUT  for them?

or what command would the customer run,  I would rather get this fixed so they do not have to doe this I need the remote download to work.

 

thanks Karl

 

 

Best answer by bradanderson912

Ensure the supervisor's IP and hostname are correctly added to /etc/hosts, and check for any DNS caching issues by flushing the DNS cache. If the problem persists, Fix the logs at /usr/local/upgrade/logs/ansible.log and /opt/phoenix/log/collector-upgrade.log. Alternatively, you can try upgrading the collector from the CLI or spinning up a new collector as a last resort.

6 replies

Goutham_FTNT
Staff
Goutham_FTNT
Staff
November 8, 2024

Hi Karl,

 

The operation timeout error indicates that the collector cannot reach Super to get the image from image server (Super)

 

On Super > Admin > License > Node > Make a note of the Super name here (This can be different from the name provided in /etc/hosts)

From collector curl -k https://Name_pulled_from_License_node

Do you see 200OK ?
If yes then it could be because of the script execution fails on the collector end :
tail -f /opt/phoenix/log/phoenix.log (On collector)

Now try to download the image and please provide the error messge from above tail -f logs 

Regards,

Goutham

    KarlH
    KarlHAuthor
    Explorer II
    November 12, 2024

    HI @Goutham_FTNT  I have read that document thank you

     

    I have 11 clients and counting all with various versions of collector versions from 6.5 to 7.0.2. And there are more that are failing as we speak. Getting on to each clients collector will take weeks. And yet there is no log on the supervisors that can give my clues about why there is a timeout to download the image to the remote collector? I find this hard to believe. So we are to now re-deploy collector images on 11 clients and counting?

     

    Thanks, Karl

    KarlH
    KarlHAuthor
    Explorer II
    November 21, 2024

    @Goutham_FTNTThe EventPackahger is crashing  thats why I am not getting any health status updates to the SIEM, I also cannot get curl to run to download image to the collector.

     

    curl --head -ik https://Collector:YjUPdzcQii@siem.grncld.com:443/CollectorUpgrade/tar/FSM_Upgrade_All_7.1.3_build0165.zip
    HTTP/1.1 200 OK
    Date: Thu, 21 Nov 2024 13:17:18 GMT
    Server: Apache
    X-XSS-Protection: 1; mode=block
    x-Frame-Options: SAMEORIGIN
    X-Content-Type-Options: nosniff
    Strict-Transport-Security: max-age=31536000; includeSubDomains
    Content-Security-Policy: default-src 'self' https://*.duosecurity.com https://*.googleapis.com https://*.gstatic.com; img-src 'self' data: https://maps.googleapis.com https://maps.gstatic.com; script-src 'self' 'unsafe-inline' 'unsafe-eval' https://*.googleapis.com; style-src 'self' 'unsafe-inline' https://*.googleapis.com;
    Referrer-Policy: no-referrer-when-downgrade
    Last-Modified: Mon, 04 Nov 2024 18:41:19 GMT
    ETag: "bb89fbf1-6261aa173777b"
    Accept-Ranges: bytes
    Content-Length: 3146382321
    Content-Type: text/html; charset=UTF-8

    bradanderson912
    bradanderson912Answer
    New Member
    November 26, 2024

    Ensure the supervisor's IP and hostname are correctly added to /etc/hosts, and check for any DNS caching issues by flushing the DNS cache. If the problem persists, Fix the logs at /usr/local/upgrade/logs/ansible.log and /opt/phoenix/log/collector-upgrade.log. Alternatively, you can try upgrading the collector from the CLI or spinning up a new collector as a last resort.

    santiagomarina1425
    santiagomarina1425
    New Member
    March 28, 2025

    It sounds like you’ve already tried a few potential solutions. If adding the IP to /etc/hosts didn’t work, I’d suggest checking the DNS cache and also reviewing the upgrade loans logs you mentioned to pinpoint the issue. It’s worth testing a fresh collector setup too, as sometimes a clean start resolves these kinds of errors. Hopefully, that helps!

     
     
     
    KarlH
    KarlHAuthor
    Explorer II
    April 3, 2025

    Hello the only solution is to go to the customers collector and run the commands to fix permissions and prepare the /opt/upgrade directory.

    Per Slav here at Fortinet

     

    Edit the /etc/hosts file and make sure an entry is in.
    162.244.152.70 siem.grncld.com

    # rm -rf /opt/upgrade
    # chmod 777 /opt


    2. Then run this on super CLI as root:
    # psql -U phoenix phoenixdb -c "delete from ph_task where type='DownloadImage';"
    # ls -l /opt/phoenix/CollectorUpgrade/tar/FSM_Upgrade_All_7.1.3_build0165.zip

    3. Then from the super GUI, go to Admin> Health> Collector> select collector> Action> Download Image.
    => Check the status on the GUI

    4. You can check the downloaded image size from collector CLI as root:
    # ls -l /opt/upgrade/FSM_Upgrade_All_6.6.3_build1659.zip
    => this should match with previous size shown on the super.

    5a. If OK, proceed with Admin> Health> Collector> select collector> Action> Install Image

    5b. If the download fails, please run the following commands from collector CLI:
    # mkdir -p /opt/upgrade
    # chmod 775 /opt/upgrade
    # chown root:admin /opt/upgrade
    # scp root@:/opt/phoenix/CollectorUpgrade/tar/FSM_Upgrade_All_7.1.3_build0165.zip /opt/upgrade/FSM_Upgrade_All_7.1.3_build0165.zip
    # chmod 664 /opt/upgrade/FSM_Upgrade_All_7.1.3_build0165.zip
    # chown root:admin /opt/upgrade/FSM_Upgrade_All_7.1.3_build0165.zip

    KarlH
    KarlHAuthor
    Explorer II
    April 28, 2025

    yes thank you I already have this noted and logged and have been doing exactly that for the past 4 or 5 months

     

     

    This is an old problem and has been resolved,

    Terms & ConditionsAccessibility statement