Skip to main content
koolishami
Staff
koolishami
Staff
September 25, 2025

Troubleshooting Tip: phQueryMaster DOWN due to 'Failed to get/hget jsonConfig from redis' error in ClickHouse Database

  • September 25, 2025
  • 0 replies
  • 434 views
Description This article describes the troubleshooting steps to resolve a phQueryMaster process down issue in v7.3x+, where the logs indicate a failure to retrieve the jsonConfig from Redis during a ClickHouse.
Scope FortiSIEM v7.3x and later, with ClickHouse database.
Solution

When phQueryMaster fails to initialize, the following errors in /opt/phoenix/log/phoenix.log may be encountered even after attempting to restart the process with phtools --start phQueryMaster:


2025-09-10T12:50:48.360368+07:00 mfusiem phQueryMaster[209086]: [PH_CLICKHOUSE_QUERY_REDIS_GET_FAILURE]:[eventSeverity]=PHL_ERROR,[procName]=phQueryMaster,[fileName]=phQueryMaster.cpp,[lineNumber]=390,[queryId]=,[phLogDetail]=Failed to get/hget jsonConfig from redis
2025-09-10T12:50:48.360382+07:00 mfusiem phQueryMaster[209086]: [PH_MODULE_INIT_FAILURE]:[eventSeverity]=PHL_ERROR,[procName]=phQueryMaster,[fileName]=phQueryMaster.cpp,[lineNumber]=796,[module]=phQueryMaster,[phLogDetail]=Module initialization failure

 

Follow the steps below to resolve the issue:

 

Verify Redis keys: On the Supervisor CLI, connect to Redis and check if the following keys return (nil) values:

 

redis-cli -p 6666 -a `phLicenseTool --showRedisPassword`
> get cache:ClickHouse:clickhouseConfig
> get cache:phDataManager:ingestionNodes
> get cache:phDataManager:ingestionNodesOnline
> get cache:phQueryMaster:queryNodesOnline
> get cache:phQueryMaster:queryNodes

 

If these keys are missing (showing as (nil)), proceed with the service restarts below.

 

Restart Redis service:

 

/opt/phoenix/redis/bin/redis_ops.sh stop
# Wait 2 minutes
/opt/phoenix/redis/bin/redis_ops.sh start

 

Restart phClickHouseMonitor service:

 

systemctl stop phClickHouseMonitor
# Wait 2 minutes
systemctl start phClickHouseMonitor

 

Test and deploy ClickHouse settings from the GUI:

  • Navigate to Settings -> Database -> ClickHouse Config.
  • Select Test and wait for the Test Successful message.
  • Select Deploy and wait for the Save successful message.

 

Restart the phQueryMaster process:


phtools --STOP phQueryMaster
# Wait a couple of minutes
phtools --START phQueryMaster

 

After completing these steps, the phQueryMaster process should remain up and running.
      Terms & ConditionsAccessibility statement