Troubleshooting Cloud Discovery

Log parsing errors

You can track the processing of Cloud Discovery logs using the governance log. This article provides resolution actions to be taken for each error that can be displayed there.

Governance log errors

ERROR DESCRIPTION RESOLUTION
Unsupported file type The file uploaded is not a valid log file (for example, an image file). Upload a text, zip or gzip file that was directly exported from your firewall or proxy.
Internal error An internal resource failure was detected Click on Retry to re-run the task.
The log format does not match The log format you uploaded does not match the expected log format for this data source. 1. Verify that the log is not corrupt.
2. Compare and match your log to the sample format shown in the upload page.
Transactions are more than 90 days old All transaction are more than 90 days old and therefore are being ignored. Export a new log with recent events and re-upload it.
No transactions to cataloged cloud apps No transaction to any recognized cloud apps are found in the log. Verify that the log contains outbound traffic information.
Unsupported log type When you select Data source = Other (unsupported), the log is not parsed. Instead, it is sent for review to the Cloud App Security technical team. The Cloud App Security technical team builds a dedicated parser per each data source. Most popular data sources are already supported. Each upload of an unsupported data source is reviewed and added to the pipeline for new data source parsers. New parser notifications are published as part of the Cloud App Security release notes.

Log collector errors

ISSUE RESOLUTION
Could not connect to the log collector over FTP 1. Verify that you are using FTP credentials and not SSH credentials.
2. Verify that the FTP client you are using is not set to SFTP.
Failed updating collector configuration 1. Verify that you entered the latest access token.
2. Verify in your firewall that the log collector is allowed to initiate outbound traffic on port 443.
Logs sent to the collector do not appear in the portal 1. Check to see if there are failed parsing tasks in the Governance log.
    If so, troubleshoot the error with the Log Parsing error table above.
2. If not, check the data sources and Log collector configuration in the portal.
    a. In the Data source page, verify that the data source you are using is accurately configured.
    b. In the Log collectors page, verify that the data source is linked to the right log collector.
3. Check the local configuration of the on-premises log collector machine.
    a. Log in to the log collector over SSH and run the collector_config utility.
    b. Confirm that your firewall or proxy is sending logs to the log collector using the protocol you defined (Syslog/TCP, Syslog/UDP or FTP) and that it is sending them to the correct port and directory.
    c. Run netstat on the machine and verify that it receives incoming connections from your firewall or proxy
4. Verify that the log collector is allowed to initiate outbound traffic on port 443.
Log collector status: Created The log collector deployment was not completed. Complete the on-premise deployment steps according to the deployment guide.
Log collector status: Disconnected No data received in the last 24 hours from any of the linked data sources.

Discovery dashboard errors

ISSUE RESOLUTION
Discovery data was uploaded and parsed successfully but the Cloud Discovery dashboard looks empty The Dashboard might be filtered on data your logs don't have and therefore there is no data to show. Try changing the filters in the Cloud Discovery dashboard to show different types of data to see the results.

See Also

Daily activities to protect your cloud environment
For technical support, please visit the Cloud App Security assisted support page.
Premier customers can also choose Cloud App Security directly from the Premier Portal.