Topic: Troubleshooting
Supported Versions
Virtual Machines Amazon Linux 2023 Fedora Core OS Kali Rolling Red Hat 7 Red Hat 8 Red Hat 9 Ubuntu 20 Ubuntu 22 VyOS (Latest) Windows 10 Windows 11 Windows 2016 Windows 2019 Windows 2019 Core Windows 2022 Windows 2022 Core Appliances Red Hat 6 Solaris 11 Ubuntu 16 Ubuntu 18 Windows 2008 R2 Windows 2012 R2 Windows 7 Windows 8 Windows XP Supported Browsers Google Chrome Microsoft Edge Safari Supported OS in VMWare environment m10 v100 A40 Centos 8 13.
Virtual Machines Amazon Linux 2023 Fedora Core OS Kali Rolling Red Hat 7 Red Hat 8 Red Hat 9 Ubuntu 20 Ubuntu 22 VyOS (Latest) Windows 10 Windows 11 Windows 2016 Windows 2019 Windows 2019 Core Windows 2022 Windows 2022 Core Appliances Red Hat 6 Solaris 11 Ubuntu 16 Ubuntu 18 Windows 2008 R2 Windows 2012 R2 Windows 7 Windows 8 Windows XP Supported Browsers Google Chrome Microsoft Edge Safari Supported OS in VMWare environment m10 v100 A40 Centos 8 13.
Known Limitations
1. Legacy Deployment/Deployment Run props vs. new JSON/YAML Deployment Run props Linux’s JSON parsing function, “JQ”, doesn’t allow us to create a variable that makes it easy to call the data within the properties file. It functions in a way that would require us to create a variable for each nested piece of data. 2. You cannot edit Scenarios directly You have to make a new one or clone the one you have in order to change it.
1. Legacy Deployment/Deployment Run props vs. new JSON/YAML Deployment Run props Linux’s JSON parsing function, “JQ”, doesn’t allow us to create a variable that makes it easy to call the data within the properties file. It functions in a way that would require us to create a variable for each nested piece of data. 2. You cannot edit Scenarios directly You have to make a new one or clone the one you have in order to change it.
Duplicate Cookie Troubleshooting
Duplicate Cookie Error Some Arcus users have encountered a unique error declaring “HTTP ERROR 400 Duplicate valid session cookies.” Typically, the error appears similar to the image shown below. This error is caused by logging into a new Arcus tab while an existing RA window that has auto-logged out (timed out) is still open in the same browser. To resolve this error: Please clear your browser cache (clear cookies) back at least two weeks and close the browser.
Duplicate Cookie Error Some Arcus users have encountered a unique error declaring “HTTP ERROR 400 Duplicate valid session cookies.” Typically, the error appears similar to the image shown below. This error is caused by logging into a new Arcus tab while an existing RA window that has auto-logged out (timed out) is still open in the same browser. To resolve this error: Please clear your browser cache (clear cookies) back at least two weeks and close the browser.
Troubleshooting Deployment Failures
How to Troubleshoot During the process of launching a deployment, as described in this KB, users have the option to “retain the deployment on error.” If this box has not been checked and the deployment has an error, you will recieve an email stating that your deployment was not successful, and the run itself will be released (so that cancelled runs will not take up capacity if forgotten). For optimal troubleshooting ability, please check “retain the deployment on error,” as this will retain the errored run in it’s current state so that you can view the run and troubleshoot the failure.
How to Troubleshoot During the process of launching a deployment, as described in this KB, users have the option to “retain the deployment on error.” If this box has not been checked and the deployment has an error, you will recieve an email stating that your deployment was not successful, and the run itself will be released (so that cancelled runs will not take up capacity if forgotten). For optimal troubleshooting ability, please check “retain the deployment on error,” as this will retain the errored run in it’s current state so that you can view the run and troubleshoot the failure.
Windows Updates
Why are Windows Updates in Arcus Disabled? All Windows OS Templates that are deployable in Arcus have Windows Update disabled by default. There are numerous reasons for this, but they all boil down to reliable, rapid, and consistent Windows deployments. If Windows Updates were enabled on boot, Arcus users would experience widely varying launch times and possible system timeouts depending on whether a Windows Update was performed. Windows instances that are undergoing Windows Updates will also reboot, rendering them unaccessible via Arcus for potentially hours at a time.
Why are Windows Updates in Arcus Disabled? All Windows OS Templates that are deployable in Arcus have Windows Update disabled by default. There are numerous reasons for this, but they all boil down to reliable, rapid, and consistent Windows deployments. If Windows Updates were enabled on boot, Arcus users would experience widely varying launch times and possible system timeouts depending on whether a Windows Update was performed. Windows instances that are undergoing Windows Updates will also reboot, rendering them unaccessible via Arcus for potentially hours at a time.
CAC Not Detected or TLS Issue Message in Browser
Recently, some Windows 10 users have reported an issue connecting to Arcus and other CAC-enabled website like Government webmail or DI2E, possibly related to a Windows 10 update. Windows appears to be presenting CAC certificates to Arcus and other CAC enabled sites incorrectly. The problem manifests as one of the following in your browser: In Edge or Internet Explorer: Can’t connect securely to this page. This might be because the site uses outdated or unsafe TLS security settings.
Recently, some Windows 10 users have reported an issue connecting to Arcus and other CAC-enabled website like Government webmail or DI2E, possibly related to a Windows 10 update. Windows appears to be presenting CAC certificates to Arcus and other CAC enabled sites incorrectly. The problem manifests as one of the following in your browser: In Edge or Internet Explorer: Can’t connect securely to this page. This might be because the site uses outdated or unsafe TLS security settings.
Troubleshooting a Test Error
Known Issues Nessus If you encounter a Test Error in a Nessus Scan with an error message including invalid credentials, simply click the Re-Test button. This is an issue with the Nessus product, and we are working on a fix to avoid this issue in the future.
Known Issues Nessus If you encounter a Test Error in a Nessus Scan with an error message including invalid credentials, simply click the Re-Test button. This is an issue with the Nessus product, and we are working on a fix to avoid this issue in the future.
Troubleshooting Cloudspace Connectivity
Your cloudspace shows a red dot, meaning it is in a disconnected state. This means that Arcus has failed its most recent periodic reachability check to your Cloudspace. Common Problems Cloud Outage – Many times a Cloud provider will experience an outage due to either planning maintenance, or when unplanned problems arise. Your first step is to check for Cloud maintenance notifications from the provider, and secondly to check their status page to look for any indication of problems.
Your cloudspace shows a red dot, meaning it is in a disconnected state. This means that Arcus has failed its most recent periodic reachability check to your Cloudspace. Common Problems Cloud Outage – Many times a Cloud provider will experience an outage due to either planning maintenance, or when unplanned problems arise. Your first step is to check for Cloud maintenance notifications from the provider, and secondly to check their status page to look for any indication of problems.
Certificate Login Errors
Certificate Login Errors For sites that support or require PKI authentication, users sometimes encounter errors related to presenting certificates. The DoD Cyber Exchange site is a good resource for getting started with PKI/PKE. Configuring Browsers Instructions for configuring your browser to use PKI. Trusted Sites Some Windows users are able to resolve certificate and/or TLS connection issues by adding the site to the Trusted Sites list in their browser. Make sure your CAC is inserted It happens to all of us at one time or another.
Certificate Login Errors For sites that support or require PKI authentication, users sometimes encounter errors related to presenting certificates. The DoD Cyber Exchange site is a good resource for getting started with PKI/PKE. Configuring Browsers Instructions for configuring your browser to use PKI. Trusted Sites Some Windows users are able to resolve certificate and/or TLS connection issues by adding the site to the Trusted Sites list in their browser. Make sure your CAC is inserted It happens to all of us at one time or another.
Missing Buttons
Some Internet Explorer users can not see some button icons due to the security policy on their system. The buttons are still there and functional (as are the tool tips if you hover over); you can click on them and the system will work properly, however they just look like blank space. This is not an issue with Firefox or Chrome. Correcting the Problem#### To correct this issue, contact your local administrator to adjust the Internet Explorer Security Settings for Font Download to Enable or Prompt for this site.
Some Internet Explorer users can not see some button icons due to the security policy on their system. The buttons are still there and functional (as are the tool tips if you hover over); you can click on them and the system will work properly, however they just look like blank space. This is not an issue with Firefox or Chrome. Correcting the Problem#### To correct this issue, contact your local administrator to adjust the Internet Explorer Security Settings for Font Download to Enable or Prompt for this site.
No Cloudspaces Available to Launch your Deployment
When attempting to deploy a system, the following error message may appear: “Sorry, you don’t have access to any cloudspaces that can run this deployment.” The reasons for receiving this message are listed below. Wrong Project Selected If the wrong Project is selected, you may not be able to launch your Deployment. To fix: Your default project is set to “Community” upon account creation, so you will have to change your default project.
When attempting to deploy a system, the following error message may appear: “Sorry, you don’t have access to any cloudspaces that can run this deployment.” The reasons for receiving this message are listed below. Wrong Project Selected If the wrong Project is selected, you may not be able to launch your Deployment. To fix: Your default project is set to “Community” upon account creation, so you will have to change your default project.
Troubleshooting Remote Access
The remote access capabilities in Arcus have been utilized by users around the globe with great success, delivering simple, browser-based remote desktop like performance without the need for plugins or tunnels. With that said, connections pass through a complext ecosystem. If you are having trouble with your remote access sessions, the source of the problem could be in one or more these areas: User’s system (e.g. policies, tabs, training, etc.) User’s network connection (e.
The remote access capabilities in Arcus have been utilized by users around the globe with great success, delivering simple, browser-based remote desktop like performance without the need for plugins or tunnels. With that said, connections pass through a complext ecosystem. If you are having trouble with your remote access sessions, the source of the problem could be in one or more these areas: User’s system (e.g. policies, tabs, training, etc.) User’s network connection (e.
Asset Install Problems
Asset Exited with a Non-Zero Code Arcus runs each asset in order as specified in the System Builder for the underlying System asset by executing the install script for the asset. After script execution Arcus reviews the exit code returned by the script. If the script was unable to execute properly, or if the install script exited with a non-zero code: Arcus will assume the install script failed, stop the Deployment Run provisioning, and notify you with the asset that failed to install.
Asset Exited with a Non-Zero Code Arcus runs each asset in order as specified in the System Builder for the underlying System asset by executing the install script for the asset. After script execution Arcus reviews the exit code returned by the script. If the script was unable to execute properly, or if the install script exited with a non-zero code: Arcus will assume the install script failed, stop the Deployment Run provisioning, and notify you with the asset that failed to install.