Troubleshooting Tip: Unable to obtain data from the app server after reverting snapshot

[koolishami]

Description	This article describes the issue of being unable to obtain data from the app server after the restoration of a snapshot due to a failed upgrade (or any other reason). The article provides a step-by-step guide to resolving the issue by changing the permissions of the server.log file and re-deploying the App Server.
Scope	FortiSIEM v7.x+.
Solution	The errors below are usually seen in /opt/phoenix/log/phoenix.log: 2026-01-21T22:30:53.096209-05:00 SupervisorHostname phMonitorSupervisor[12812]: [PH_HTTP_CLIENT_GET_DATA_FROM_CACHE_FAILED]:[eventSeverity]=PHL_ERROR,[procName]=phMonitorSupervisor,[fileName]=phHttpClient.cpp,[lineNumber]=1704,[errReason]=Cannot open HTTP cache file ,[phLogDetail]=Failed to get data from cache 2026-01-21T22:30:53.096235-05:00 SupervisorHostname phMonitorSupervisor[12812]: [PH_MONITOR_UNABLE_CONTACT_APPSVR]:[eventSeverity]=PHL_ERROR,[procName]=phMonitorSupervisor,[fileName]=phHttpEventPuller.cpp,[lineNumber]=107,[httpStatusCode]=404,[phLogDetail]=Unable to contact App Server, response code 2026-01-21T22:30:57.757419-05:00 SupervisorHostname phClickHouseMonitor[4415]: ERROR: 2026/01/21 22:30:57 redis_extractor.go:111: redis: nil 2026-01-21T22:30:58.018961-05:00 SupervisorHostname phMonitorSupervisor[12812]: [PH_HTTP_CLIENT_GET_RESPONSE_WARNING]:[eventSeverity]=PHL_WARNING,[procName]=phMonitorSupervisor,[fileName]=phHttpClient.cpp,[lineNumber]=703,[phLogDetail]=Unable to obtain data from app server, use cached data 2026-01-21T22:30:58.019029-05:00 SupervisorHostname phMonitorSupervisor[12812]: [PH_UTIL_FILE_OPEN_FAILURE]:[eventSeverity]=PHL_ERROR,[procName]=phMonitorSupervisor,[fileName]=phMiscUtils.cpp,[lineNumber]=3907,[filePath]=,[errorNoInt]=2,[phLogDetail]=Failed to open file This is likely due to the backend processes (Phoenix) not being able to communicate with the GlassFish Application Server.  To resolve the issue of being unable to obtain data from the app server after a failed upgrade, follow these steps: Make sure the GlassFish Phoenix log is printing logs in real-time: tail -f /opt/glassfish/domains/domain1/logs/phoenix.log Ensure the App Server (GlassFish) logs permissions are correct: ll /opt/glassfish/domains/domain1/logs/phoenix.log* ll /opt/glassfish/domains/domain1/logs/server.log* The permissions should be as seen below: -rw-rw-r-- 1 admin admin <-- For the .log files. -rwxr-xr-x 1 admin admin <-- For the .gz files. Change the permissions of the server.log file to 'admin:admin' by running the following commands as root: chown -R admin:admin /opt/glassfish/domains/domain1/logs/ chmod 755 /opt/glassfish/domains/domain1/logs/server.log chmod 755 /opt/glassfish/domains/domain1/logs/phoenix.log chmod 664 /opt/glassfish/domains/domain1/logs/server.log chmod 664 /opt/glassfish/domains/domain1/logs/phoenix.log Re-deploy the App Server by running the following commands: su admin cd /opt/phoenix/deployment ./deploy-fresh.sh phoenix.ear