Generic Troubleshooting Guide -

Synergy

Contents
Document Details 1

Introduction 2

Prerequisites 2
Firewall Whitelisting 2
Supporting Services 3
Collecting Logs 4

Scenario Based Troubleshooting 4

Scenario 1 GV Icon is grayed out 4
Scenario 2 - Getting suggestions on the limited document 6
Scenario 3 - Agent not receiving suggestions on the defined regex pattern 7
Scenario 4 - Agent not receiving ML based suggestions 8
Scenario 5 - Citrix/vSphere incompatibility 10
Scenario 6 - UIWPF Loader Crashed 10
Scenario 7 - Slowness in receiving AI/ML Suggestion 12
Scenario 8 - Agent does not receive newest configuration 13
Scenario 9 - Configuration Wizard unable to push the json on the Dashboard 14
Scenario 10 - Agent not listed on the Agent management console 15

Additional Information 16
Supported File Types 16

Document Details

Prepared By Reviewed By Date Document Version

Ashima Agarwal Artem Kalaitan 20-June-2022 V1

Harsh Verma Artem Kalaitan 5-july-2022 V2

Introduction

This document gives a high-level understanding of how the engineer can troubleshoot a few
common scenarios that can occur while working on Synergy. The document comprises the
prerequisites, scenario-based troubleshooting, and some generic information related to Synergy.

Prerequisites
List of prerequisites that need to be fulfilled to ensure the working of all the features of the
synergy product.

Firewall Whitelisting

The list of the endpoints need to be accessible from GV Management Server to keep the
system updated.
● *.k3s.getvisibility.com
● git.rancher.io
● docker.io
● quay.io
● gcr.io
● registry.opensource.zalan.do
● github.co
● storage.googleapis.com
● *.k3s.io
● github.com
● *.amazonaws.com

Following firewall rules should be set. Firewall Port Opening Matrix:

Sn Source Destination Port Protocol Direction Comments

1 User’s Getvisibility 443,80 TCP Bi-direction Source machine will have

Windows Managemen Synergy Agent installed on it
Machine t Server and will communicate with
the Focus Server

2 Windows Getvisibility 443,80,22 TCP Single

machine with Managemen direction from To access the Focus machine
Browser,ssh,s t Server source to via ssh and its services via
cp enabled destination browser.
Supporting Services
Below services are involved in supporting the Getvisibility Platform. They need to be up and
running
● Kafka
● Postgresql
● Consul
● K3s

K3 service is running as systemd service and its status can be known by running “systemctl
status k3s” on the CLI of the Getvisibility Management Server.
If the service is not running then execute “sudo systemctl start k3s.service”

The basic level of health checkup of the remaining services can be performed by using the
Rancher Web UI.

Status of individual services by following the steps mentioned below

Login to Rancher UI dashboard > Select Cluster Node > Workload > Search for
the service in the “Filter” search box

The keyword “Active” is the current status of the service, which means the service is up.

Note: The rancher Web UI link will be shared by the Getvisibility team
Collecting Logs

The logs of the service can be accessed by selecting the service and clicking on it

Click on the triple dot sign present on the right most end of the service and click on the “view
logs”

Note: The rancher Web UI link will be shared by the Getvisibility team

Agent’s Service Logs

C:\Windows\ServiceProfiles\LocalService\AppData\Roaming\GVClient.Service\Logs

Agent Service logs

%appdata%\GVClient.Service
%appdata%\GVClient.Plugins
%appdata%\GVClient.UIWPF

Scenario Based Troubleshooting

Scenario 1 GV Icon is grayed out

Problem Description

The GV agent ribbon shows grayed out on opening any MS office application for example MS
Word.
The issue can occur because any of the following reasons:

Potential Cause 1
Agent cannot connect to the Getvisibility Management Server because of network restrictions
Solution
Add a rule on the Network Firewall to allow the agent to communicate with the backend
Getvisibility server on port 443 & 80

Potential Cause 2
Agent hasn’t received the configuration to activate itself.
Solution
Push the configuration from the agent configuration wizard of the dashboard

Potential Cause 3
The Kafka service might be down
Solution
Follow the Prerequisites section to check the status of the Kafka Service
Scenario 2 - Getting AI suggestions on the limited documents

Problem Description
Agent not throwing suggestions on all kinds of documents, this could occur because the file’s
content is quite large for the classifier to process.

Potential Cause
The classifier is timing out while processing the document's content.
Solution
Classifier needs to re-configured to consume the files of bigger size and also spend more time on
processing the files before timing out
Reach out to the Getvisibility team in case of this issue is encountered

Scenario 3 - Agent not receiving suggestions on the defined regex pattern

Problem Description

Agent is not giving a classification or compliance tag suggestion on the regex pattern found in the
document opened by the user.

Potential Cause 1
The classifier service is down. This service is responsible for sending suggestions to the agent.
Solution
Follow the Prerequisites section to know the steps to check the status and logs of the classifier
service
The service status will be reviewed from the Rancher Web UI
Potential Cause 2
The classification confidence level defined for the regex is lower than the defined threshold to
provide a suggestion.
Solution
The default classification confidence defined in agent is 0.60 (60 %)

Either you have to bring down the threshold or increase the confidence value defined in the
Getvisibility Management server.

The threshold can be brought down by login to the Windows machine where the agent is
installed and edit the below mentioned file.

C:\Windows\ServiceProfiles\LocalService\AppData\Roaming\GVClient.Service\GVClient_Service_Properties.co
nfig.json

Update the value of variable "ConfidenceSuggestionThreshold" to the required value.

The second approach would be to redefine the classification confidence level of the regex in the
classifier service in the Getvisibility Management Server.
Reach out to the GV team to make the required changes to the regex pattern

Potential Cause 3
The regex is mis-configured in the background
Solution
The regex pattern is mis-configured and won’t trigger on the expected pattern.

Reach out to the GV team to make the required changes to the regex pattern

Scenario 4 - Agent not receiving ML based suggestions

Problem Description
Agent is not giving a classification or compliance tag ML suggestion on the document opened by
the user.
Potential Cause 1
The classifier service is down. This service is responsible for sending suggestions to the agent.
Solution
Follow the Prerequisites section to know the steps to check the status and logs of the classifier
service
The service status will be reviewed from the Rancher Web UI

Potential Cause 2

The classification confidence level not reaching the threshold defined in the agent.
Solution
The default classification confidence defined in agent is 0.60 (60 %)

Either you have to bring down the threshold or increase the confidence value defined in the
Getvisibility Management server.

The threshold can be brought down by login to the Windows machine where the agent is
installed and edit the below mentioned file.

C:\Windows\ServiceProfiles\LocalService\AppData\Roaming\GVClient.Service\GVClient_Service_Properties.co
nfig.json

Update the value of variable "ConfidenceSuggestionThreshold" to the required value.

Restart the “Getvisibility” service.

Potential Cause 3
Agent configuration’s suggestion section is misconfigured
Solution
Agent configuration contains the following section.
The “key” value should be pointing to the right ID.

Each set of tags should have a specific ID defined to that. For Example, Getvisibility default
classification tagset is “b4c70d4c-e8af-4331-ba0c-733721d06495” and for Compliance is
“00000000-0000-0000-0000-000000002001”

So the custom tag set have a different value, reach out to getvisibility team to know about it.
 "suggestionOptions" : [ {
"key" : "b4c70d4c-e8af-4331-ba0c-733721d06495",
"tagset" : "e16409a7-1700-4153-9090-3955bc2f0ae8",
"tag" : "Classification"
}, {
"key" : "00000000-0000-0000-0000-000000002001",
"tagset" : "f14fc1f1-8950-40d5-8a29-45909da947d6",
"tag" : "GDPR/PII"
}]

Scenario 5 - Citrix/vSphere incompatibility

Problem Description
The agent first fails to install, and then fails to start the client process when installed via SCCM
to the Citrix Workspace One

Solution
The issue is that the agent is not starting right away after installation meaning the PC must be
restarted.
When the Workspace One agent installs the package in the background no window is shown to
the user.
The issue was resolved by:
 
● Adjusting the installer to start the agent right after installation is done (not after window
is closed)
● The Install Context in Workspace One must be set as ‘User’ as seen below
Scenario 6 - UIWPF Loader Crashed

Problem Description
The agent ribbon bar button is not responding on clicking it

Potential Cause
So the scenario should like this:

1. Start Agent and service

2. Classify a document (eg. set compliance)
3. Change configuration → add new tag for compliance
4. Try to classify the document from point 2 again via explorer
5. The Agent will crash because it still has the old ClassificationEvent with less tags than
the current configuration, making necessary the changes.

Solution
Manually rerun the “gvclient.uiwpf.loader” process if it has crashed.

This is the path of the file:

C:\Program Files (x86)\GVClient\GVClient.UIWPF.Loader.exe

Also, restart the Getvisibility service to make sure the agent has stabilized now

Scenario 7 - Slowness in receiving AI/ML Suggestion

Problem Description
Agent is taking more than 5 minutes to produce the classification suggestion.

Solution
The suggestion prompt timestamp is defined in the below file which is present on the machine
where the agent is installed

C:\Windows\ServiceProfiles\LocalService\AppData\Roaming\GVClient.Service\GVClient_Service_Properties.co
nfig.json

The suggestions prompt can be made faster by updating the below variable with a smaller value
like 3000 i.e., 3 secs

"FileTextEventDebounceMilis": 3000

Restart the Getvisibility service.

The slowness can also occur when GVClient Service has lost connectivity to the Kafka bus.
Verify the status of Kafka bus before reporting the issue.

Scenario 8 - Agent does not receive newest configuration

Problem Description

The agent dialog box doesn’t show the updated classification tagset or is not working on the
latest defined rules in the configuration.

Potential Cause 1

Agent is not connected to the the Getvisibility Management server

Solution

Follow the Prerequisites section to check the status of the Kafka Service

Check if the port “443” and “80” is open on the network firewall for the agent to communicate
to the Getvisibility Management Server

Potential Cause 2
The configuration pushed is not compatible with the Agent
Solution
Check the version defined in the agent configuration, it should be the same as the version of the
agent installed but only till the first decimal value.
For Example, for the agent with version 2.9.0 will be compatible with the configuration with the
version defined as “2.9”

The snippet of the agent configuration:

{
"id": "8e808d12-fdc4-4fc9-8938-853b0a4a5d3d",
"timeStamp": "2021-12-15T10:45:07.523+01:00[Europe/London]",
"version": "2.9",
"notes": "Sample configuration": {
"id": "e16409a7-1700-4153-9090-3955bc2f0ae8",
"tags": [
"Public",
"General Business Use",
"Confidential",
"Highly-Confidential"
 ]
},
...

Scenario 9 - Configuration Wizard unable to push the json on the Dashboard

Problem Description
Unable to push the agent configuration from the agent wizard of the Getvisibility Dashboard.
Potential Cause 1
The configuration service might not be running
Solution
The service status and logs canl be reviewed from the Rancher Web UI
Follow the Prerequisites section to know the steps to check the status and review the logs of the
classifier service
Potential Cause 2
Follow the Prerequisites section to check the status of the Kafka Service

Check if the port “443” and “80” is open on the network firewall for the agent to communicate
to the Getvisibility Management Server

Potential Cause 3
The configuration json pushed via “Expert Mode” is shown as not valid.
Solution
Use a json validator to review the configuration and make the correction and re-push it.
One of the good online json validator would be https://jsonlint.com/

Scenario 10 - Agent not listed on the Agent management console

Problem Description
The GV agent that is installed and communicating with the Getvisibilty Management server is
not present in the list of connected agents.
And also the status of the used plugins is not getting updated.
Potential Cause 1
The agent and the audit service are not running.
Solution
Follow the Prerequisites section to know the steps to check the status and logs of the agent and
the audit service
The service status will be reviewed from the Rancher Web UI
Potential Cause 2
Follow the Prerequisites section to check the status of the Kafka Service

Check if the port “443” and “80” is open on the network firewall for the agent to communicate
to the Getvisibility Management Server

Additional Information

Supported File Types

The file types that are supported with Synergy are as below: