Failed inventory upload to Portal

[Cisco SmartNet]

Hello everyone,

I installed the collector to help a client with the onboard process but for some reason the Collection Profile does not finish the operation. 

The devices are correctly discovered and on the collector GUI the dashboard shows the graphics correctly but the "Processing" status on the Portal never starts.

So I created a Upload Profile as suggested: Generated a identifier, marked the "Default Upload", Query Service Specific Data as smartnet_total_care, checked the Upload Inventory with the Upload all device data and Upload DAV data checked and finaly checked on "Export to remote server".

No deal. Running the Upload Profile the UPLOAD_TO_BACKEND fails.

I checked the Inventory Jobs Reports and at the very last line it says: "Unable to send the profile results to the Cisco Backend. Reason:Connection to https://72.163.7.113:443 refused"

I found it very strange because the collector's IP was configured on the firewall to access the cisco IPs. I can ping 72.163.7.113 from the collector CLI and all the other IPs from cisco related to the Total care system. 

I really need to make this thing work for this client.

Any suggestion on what should I do?

Thank you all!

[Lynden Price]

From the Linux CLI, try running:

telnet 72.163.7.113 443

And see if it makes the connection.

Thanks,

Lynden

[Cisco SmartNet]

Looks like the connection timed out.

admin# telnet enable
Telnet is already enabled
admin# sudo telnet 72.163.7.113 443
telnet: connect to address 72.163.7.113: Connection timed out
Trying 72.163.7.113...
admin#

[Lynden Price]

Try running:

sudo cat /etc/hosts

and see if the 72.163.7.113 is in the hosts file. Also, check that the firewall isn't blocking that address over 443, and also isn't blocking or filtering any cisco.com addresses.

[Cisco SmartNet]

Yes, it's in the hosts file.

admin# sudo cat /etc/hosts
72.163.9.100 nettools-upload.cisco.com
192.135.250.12 nettools-upload.cisco.com
64.103.36.134 nettools-upload.cisco.com
72.163.7.113 concsoweb-prd.cisco.com
173.37.186.17 concsoweb-prd.cisco.com
72.163.4.161 www.cisco.com
72.163.7.60 dl.cisco.com
72.163.7.60 dl1.cisco.com
173.37.146.12 dl2.cisco.com
173.37.144.208 sso.cisco.com
::1 localhost.localdom localhost localhost ip6-localhost ip6-loopback
127.0.0.1 localhost Col_PMP
admin#

I'll double check the firewall rules.

[Cisco SmartNet]

Well, after a lot of work we were able to find the problem and fix it. 

Now I do have connectivity to 72.163.7.113 on port 443. 

Ran the discovery and after that the Upload profile., just to be sure it was uploading to the backend normally, and it was. But unfortunately looks like the portal is not receiving the upload because the "Upload processing" message does not show up, and to confirm it the side menu still very basic with just the get started, all collectors and the security options.

I already went all the troubleshooting discussed here: https://supportforums.cisco.com/blog/12987426/self-service-onboarding-where-my-upload-cspc-collector-troubleshooting

And everything is perfect. The discovery is completed and the upload job is successful. The only thing I did on the last days that could interfere is that I created a second entitlement file.

Anyway, the DA from this portal is fcanova@pauilinia and I really need some help to complete this discovery upload.

Edit: I went to the Server Properties under the Administration menu, and on the license properties tab I changed the primary license to the new entitlement I generated. I thought this would solve our problem but instead after I re ran a new discovery I got a message on the "Server Activity Log" saying: Error while generating the device import status report. 

So, yeah, I'm pretty much lost now...

[Lynden Price]

An inventory must run prior to the upload. Run the collection profile, and then only when that is finished, run the upload profile. After that, you should see the upload processing in the portal.

Thanks,

Lynden

[Cisco SmartNet]

My mistake, I forgot to mention that  actualy I ran the collection profile before the Upload profile.

Just to be sure, I did all over again after your message and there is no upload processing on the portal.

I checked the inventory job report and it was completed with succes. I also ran the Upload profile and it was also completed sucessfuly. Still, no sign of uploads being processed by the portal.

The only thing that I found strange is that on the Server Activity Log Messages below the graphics there is a message "Error while generating the device import status report".

Any ideas of what's going on?

[Lynden Price]

There is a 24-48 hour delay in processing on the portal for an upload, esp if you changed the entitlement. I would wait at least a day and see if it shows up. If it isn't there by tomorrow, post and update and we can take another look.

Thanks,

Lynden

[Cisco SmartNet]

I see, but what about the message "Error while generating the device import status report" ?

Isn't it related?

Thanks

[Lynden Price]

That's an error about generating a report, so it isn't related to the upload. I don't know why you would be getting that message unless you were trying to generate a report on the collector.