Appendix A. Troubleshooting

This section describes solutions to problems that you may encounter during installations and upgrades. In most cases, NetWitness creates log messages when it encounters these problems.

Note: If you cannot resolve an upgrade issue using the following troubleshooting solutions, contact Customer Support (

This section has troubleshooting documentation for the following services, features, and processes.

Go to the NetWitness All Versions Documents page and find NetWitness Platform guides to troubleshoot issues.

Command Line Interface (CLI)

Error Message

Command Line Interface (CLI) displays: "Orchestration failed."

Mixlib::ShellOut::ShellCommandFailed: Command execution failed. STDOUT/STDERR suppressed for sensitive resource in/var/log/netwitness/config-management/chef-solo.log

Cause Entered the wrong deploy_admin password in nwsetup-tui.

Retrieve your deploy_admin password.

  1. SSH to the NW Server host.
    security-cli-client --get-config-prop --prop-hierarchy --prop-name deployment.password
    SSH to the host that failed.
  2. Run the nwsetup-tui again using correct deploy_admin password.

Error Message ERROR
AlarmsController - Cannot connect to System Management Service
Cause NetWitness sees the Service Management Service (SMS) as down after successful upgrade even though the service is running.
Solution Restart SMS service.
systemctl restart rsa-sms

Error Message

You receive a message in the User Interface to reboot the host after you update and reboot the host offline.


Cause You cannot use CLI to reboot the host. You must use the User Interface.

Reboot the host in the Host View in the User Interface.

Event Stream Analysis

For ESA Correlation troubleshooting information, see the Alerting with ESA Correlation Rules User Guide.