Troubleshooting Tip: Collector Download image stuck at 'InWaiting' status

[RuiChang]

Description

This article describes how to push the task for the Collector Download Image.

Scope

FortiSIEM.

Solution

The Collector upgrade process via the Supervisor requires the Supervisor to push the image to the Collector end. The process involves the Supervisor sending the task from Appserver to Redis and pushing to the phMonitor of the Collector. If the task is 'InWaiting', users need to verify below:

1. Ensure the Supervisor and Collector can perform the activity below: Technical Tip: How to upgrade online collector with first verification steps
2. Check that the SSH  of the Collector can receive tasks from the Supervisor via CLI:

# tail -f /opt/phoenix/log/phoenix.log |grep -i phMonitorAgent

Note:

The collector phMonitor should see the task received from the Supervisor once the 'Download Image' is clicked on the Supervisor GUI.

If the Collector can download the image via curl in troubleshoot in Step 1 and does not receive a task push from the Supervisor in Step 2, then it is confirmed that the task is stuck at the Supervisor:

1. In Supervisor, initiate under GUI -> Admin -> Health -> Collector Health -> Action -> Download Image.
2. Remove the hash for the task in Redis:

# redis-cli -p 6666 -a `phLicenseTool --showRedisPassword`
# hdel appsrv:system:task:collector:image "<collectorId>"

Note:

The collector ID can be found under GUI -> Admin -> Setup -> Collector/Organization.

3. Wait for a few minutes and check if the Collector phMonitorAgent starts the task:

# tail -f /opt/phoenix/log/phoenix.log |grep -i phMonitorAgent

4. Verify that the image is downloaded successfully in Collector:

# ls -la /opt/upgrade

Related articles:

Technical Tip: How to upgrade online collector with first verification steps

Technical Tip: FortiSIEM Collector upgrade by using upgrade package downloaded from Fortinet Support...