Troubleshooting Tips


Please refer to http://www.securecentral.com/products/scanfi/troubleshoot.html for the latest Troubleshooting Tips.


Installation / Un-Installation and Server Start-Up / Shutdown

  1. Server start-up takes a long time .

     

    Reason

    Solution

    Unpacking the jars takes time. While starting the ScanFi Server for the very first time after installation, the Server start-up will take a few minutes for it to unpack all the jars. Subsequent ScanFi Server start-up will be fast.
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  3. When I uninstall the product in windows, some folders are not getting deleted.

     

    Reason

    Solution

    This usually happens when you try to uninstall the product immediately after you have shutdown the ScanFi server. Ensure that you uninstall the product only after the ScanFi MySQL Server instance (mysqld-nt.exe process in Windows Task Manager) has been terminated completely after the server shutdown.
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  5. Server-startup fails .

     

    Reason

    Solution

    The Windows installation directory contains space. Please ensure that the Windows directory in which the ScanFi is installed doesn't contain any space , for example, do not install ScanFi in  C:\Program Files .
    During the previous run of the ScanFi server if you had terminated the server  abruptly or there was an unclean shutdown then some of the server processes would not have been terminated and the MySQL server instance would continue to run in the system. You will notice a message "Trying to start MySQL server failed" in the console. Forcefully terminate the MySQL Server instance (mysqld-nt.exe in Windows, mysqld in Linux).
    Does the system running ScanFi server have a Personal Firewall enabled? ScanFi server will open available ports during Server Startup and if the firewall does not allow opening of ports, then Server startup will fail. Disable the Personal Firewall.

  6. (In Linux) When i start the server it shows "java.io.FileNotFoundException .. (Permission Denied) ?

     

    Reason

    Solution

    The ScanFi Server may have been initially started in super user mode, then restarted in the normal user mode. Run the server only in the normal user mode. Give ownership to all the files in the server as shown below :
    chown -R <username> <groupname> .

  7. When I start the ScanFi Server, I am getting the following error "Error: write on output file failed err=28" ?

     

    Reason

    Solution

    This error occurs if there is not enough Hard Disk space ScanFi server installation and start-up requires a minimum of 200 MB Hard Disk space.

Web Client

  1. I am unable to access ScanFi Server through the Web Client. Why ?

     

    Reason

    Solution

    Incomplete server start-up
    • Ensure that all the server modules have been started and you receive  the message " Please connect your browser to https://localhost:6565/ " in the console.
    • (For ScanFi server startup as a Windows service ) Pease ensure that you connect the ScanFi Web Client only after you receive the message  " Please connect your browser ... " in the <ScanFi_Home>\bin\wrapper.log .
    Wrong URL Make sure that the correct URL is used to connect to the server, namely, https://<ScanFiServerHost>:port_number/ (e.g. https://localhost:6565/ ) The default web server port is 6565, provided  this default port had not been changed during server startup . 
    Note : ScanFi server and Web Client communicate through https.
    You did not accept the Security Certificate while connecting to the server You must accept the security certificate that is presented to you while connecting to the ScanFi server. This is perfectly safe and necessary for the Web Client to access the ScanFi Server.
    Do you see any [FAILED] message in the ScanFi Server Console. Check the log files available under : <ScanFi_Home>\server\default\log directory). If you find any exceptions please send the log files to support@scanfi.com .
    (For ScanFi Server startup as a Windows service )
    The required port for MySQL and HTTPS may be occupied by other applications
    You need to clear the default MySQL port (33306) and HTTPS port (6565 for ScanFi server).

    Note : If ScanFi server is started not as a Windows service, and if the above mentioned ports are occupied ,then the ScanFi Server automatically selects a port that is free during start-up.

    The trial period of the ScanFi Server would have expired. Restart the ScanFi server to move to Free Edition or contact sales@adventnet.com for obtaining the Annual Subscription Professional License.

  2. Why does my Web Client user interface looks crippled ?

     

    Reason

    Solution

    Incompatible Browser Refer to the ScanFi system requirement , and see whether your browser is supported.
    JavaScript not enabled JavaScript has to be enabled in your browser for you to work with ScanFi Web Client.

  3. I am unable to perform any activity in ScanFi Web Client. Why ?

  4. Reason

    Solution

    You might have logged in using an account that has limited privileges to ScanFi Server operations. For example, guest is an account that has limited privileges.  To work with or configure the product, log in as 'Admin' user. For more information on user account privileges, refer to the User Administration section .

  5. I am repeatedly seeing the login screen .

     

    Reason

    Solution

    Your browser does not accepts cookies. Cookies should be accepted by your browser in order to communicate with the ScanFi Server seamlessly.

Asset Discovery

  1. ScanFi is unable to discover my network assets. Why ?

  2.  

    Reason

    Solution

    Assets not reachable Ensure that the IP address or host names are correct and are reachable through either TCP or ICMP ping. You can configure the ports to be used for TCP ping in the Admin page  (Admin >> Discovery and Scan).

  3. OS detection is not happening correctly. Why ?

  4.  

    Reason Solution
    NMap  is not installed For effective port scanning and OS detection, you need to separately install NMap 3.55 or above. You can download the latest version of Nmap at http://www.insecure.org/nmap/nmap_download.html
    Super User privileges is needed for NMap based OS detection. Ensure that NMap executable is available in PATH and is given Super User privileges.

Scan

  1. Scan does not work, scan result shows 0 vulnerabilities

     

    Reason

    Solution

    Vulnerability Database is not up to date Update your ScanFi Server vulnerability database with the latest vulnerability signatures from the Central Repository Server hosted in AdventNet site, by clicking the  "Update Vulnerability Database Now" (Admin >> Vulnerability Updates) .
    Scan times out Set proper timeout values for ScanFi to discover and scan your assets, based on your network configuration and load. You can Set Timeouts in the Discovery and Scan view of the Admin page (Admin >> Discovery and Scan ).

  2. Vulnerability results for scans performed for windows machines shows "No records found" for Missing Patches. Why ?

     

    Reason

    Solution

    Windows administrator credentials not supplied before performing the scan Credentials are needed for detecting windows registry misconfigurations and for detecting missing patches. Provide the credential  details in the Manage Credentials view of the Admin page (Admin >> Manage Credentials).
    Samba-TNG software is not installed If you intend to run the ScanFi Server in Linux OS, ensure that Samba-TNG software (version 0.4 and above)  is installed. This software facilitates communication between the Linux server and target Windows machines. Useful while identifying missing patches in target Windows machine. You can download the software from : http://download.samba-tng.org/tng .
     
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  4. Sometimes the scan is taking a lot of time to complete and at times it does not complete at all ?

     

    Reason

    Solution

    Scan Timeout This happens if the Scan Timeout has been set with  high values.For default values refer Discovery and Scan -  Timeouts  (Admin >> Discovery and Scan ).
    All Ports option is selected for TCP Ports to Scan  
    Scanning large number of IP's / hosts in a single scan Limit the number of IP's / hosts that is scanned per scan.
    Performing Exhaustive brute-force level (Admin >> Discovery and Scan ) checks while scanning  
    Server exceptions Check the log files available under : <ScanFi_Home>\server\default\log directory). If you find any exceptions please send the log files to support@scanfi.com .

  5. Service Detection is inaccurate ?


  6. Reason

    Solution

    NMap is not installed For effective Service Detection, please use NMap. Ensure that NMap executable is available in PATH. NMap can be downloaded from http://www.insecure.org/nmap/nmap_download.html

Others

  1. Got the following error while updating the vulnerability database : "Error occurred while updating the Database  - Error Message : Could not contact the Central Server" .


  2. Reason

    Solution

    ScanFi Server machine has no access to the Internet The ScanFi Server machine must have access to the Internet for it to download the latest vulnerability signatures from the Central Repository Server hosted in the AdventNet site.
    Proxy Settings not configured If you access the Internet through a Proxy Server, then you need to configure the proxy server details in Proxy Settings view of the ScanFi Admin page ( Admin >> Proxy Settings ) . Ensure that all the required proxy server parameters are provided correctly.

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