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DLP Flex Response error message

Created: 16 Sep 2013 • Updated: 16 Sep 2013 | 10 comments

Dear all:

When user NT2486 press the Flex Response button, it will show the png file;"An unexpected error has occurred. This could be due to one of the following: 1) Your session timed out and you selected a link that was no longer valid, 2) You used the browser back or forward button placing the system into an inconsistent state, or 3) The system experienced a temporary problem", but the incident shows normal process.

Did anyone meet this situation before? can resolve this problem?

Thank you

Chris

Operating Systems:

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S_A_M's picture

Hi Chris,

I have some questions regarding the issue :

Was it working before ?

Do you have any related errors in the localhost logs ?

Do you have this issue with some specific incidents ?

Is this related to a specific user or with all the users ?

How about any other smart response rule ? 

You may try to Restart the Vontu Manager Service if you have not tried it yet..

Thanks..

chris liu's picture

Dear S_A_M:

Was it working before ? no.

Do you have any related errors in the localhost logs ? "
17 九月 2013 11:03:48,934- Thread: 72 WARNING [com.vontu.manager.struts.transactions.AllowsTransactionalProxy] Exception thrown by class com.vontu.manager.report.snapshot.IncidentSnapshotDisplayAction.execute
17 九月 2013 11:03:48,934- Thread: 72 SEVERE [com.vontu.manager] [/IncidentDetail] Unexpected error occurred while processing action".

Do you have this issue with some specific incidents ? no.

Is this related to a specific user or with all the users ? no specific user.

How about any other smart response rule ? Doesn't try on Reject.

Chris

ashruminnu's picture

Hi

 Suddenly my DLP Console is showing an error as

An unexpected eror has occured

what can I do to Solve it

drst42's picture

Try restarting the Vontu Incident Persister as well as the Vontu Manager services.

S_A_M's picture

Hi Chris,

Is this a network discover incident ?

Thnaks,

chris liu's picture

Dear S_A_M:

It's a Mail Prevent Incident.

Thank you

DLP Solutions2's picture

Chris,

Since this was NOT working before.. then there is an issue with the flex response.

What Flex response action are you trying to run?

How did you configure the Flex Response?

Can you send a screenshot of the configured Response Rule or attach any other configurations?

Ronak

Please make sure to mark this as a solution

to your problem, when possible.

chris liu's picture

Dear Ronak:

What Flex response action are you trying to run? Approved Email Pass through SMG

How did you configure the Flex Response? Follow the step of Approve and Reject function of  "Symantec Data Loss Prevention Email Quarantine Connect FlexResponse Implementation Guide".

Can you send a screenshot of the configured Response Rule or attach any other configurations? See attached file please.

Thank you

Chris

AttachmentSize
localhost.2013-09-17.txt 60.59 KB
DLP Solutions2's picture

Chris,

Sending a log only is not going to help this, please add more info.

  1. Please send a SCREENSHOT of the Response Rule you have configured.
  2. Does the Response rule update any custom attribute, make sure it exisits.
  3. Have you created an account in the DLP console that has access to the Symantec Email Gateway.
  4. Have you created the security certificates between the 2 systems? (DLP & Email gtwy)
  5. Have you added all 3 items to the plugins.properties file?
  6. Have you also updated the EmailQuarantineConnect-Approved.properties, EmailQuarantineConnect-Rejected.properties and EmailQuarantineConnect-Custom.properties?
  7.  

Lastly make sure you restared the Vontu Manager service.

Hope this makes sense.

If this solves your questions please marked as solved.

Ronak

Please make sure to mark this as a solution

to your problem, when possible.

chris liu's picture

Dear Ronak:

  1. Please send a SCREENSHOT of the Response Rule you have configured.<<<please see attached file 0355 and 0356.jpg.
  2. Does the Response rule update any custom attribute, make sure it exisits.<<<Doesn't update custom attribute.
  3. Have you created an account in the DLP console that has access to the Symantec Email Gateway.<<<yes, id is "smg",follow the manual instructions.
  4. Have you created the security certificates between the 2 systems? (DLP & Email gtwy)<<<yes,please see 0358.jpg
  5. Have you added all 3 items to the plugins.properties file?<<<yes,please see 0357.jpg
  6. Have you also updated the EmailQuarantineConnect-Approved.properties, EmailQuarantineConnect-Rejected.properties and EmailQuarantineConnect-Custom.properties?<<<The properties config, please see 0359.jpg
  7. Lastly make sure you restared the Vontu Manager service.<<yes,not only restar service,but also a reboot.

Thank you

Chris

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