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How to troubleshoot ‘Data Not Found’ issue in CSC / CGMS Reports and Analytics
03/31/2023 
105 People found this article helpful
482,912 Views
Description
Firewall added to CSC/CGMS shows ‘Data Not Found’ issue in CSC / CGMS Reports and Analytics.
Resolution
Resolution for SonicOS 7.X
This release includes significant user interface changes and many new features that are different from the SonicOS 6.5 and earlier firmware. The below resolution is for customers using SonicOS 7.X firmware.
Follow the steps below to troubleshoot this issue:
1) Check for Reporting Licenses: All SonicWall appliances must be provisioned on SonicWall CSC or Cloud GMS. Make sure the provisioned SonicWall appliances have a valid license for CSC Management and Reporting/CSC Analytics and Comprehensive/Advanced Gateway Security Suite (CGSS/AGSS)
In case CSC Management and Reporting/Analytics is not licensed for the unit, please contact sales or customer service to get these services activated. You can also activate the 30 day free trial.
2) Check if the unit is fully Provisioned and Acquired on CSC.
Login to CSC | Reports | Overview | Status. ACQUISITION HISTORY should show all the 4 default acquisition tasks completed successfully.
TIP: If the unit is not acquired successfully, please follow the following KB to troubleshoot the issue for provisioning and adding units in CSC/Cloud GMS:
https://www.sonicwall.com/en-us/support/knowledge-base/171018113027424
If issue persists, contact Technical Support Team to further troubleshoot the issue.
3) Firewall is fully provisioned and acquired on CSC/CGMS, but the VPN Tunnel for Flow Server connectivity is down.
If the VPN Tunnel status is down. Login to the Firewall and check if VPN tunnel for CSC/CGMS (Example: SGMS-<Serial|) is there. If the tunnel is there try to renegotiate. If tunnel is not there then navigate to Console | Log | View log page and search for keyword ‘Tunnel’ and verify if the Tunnel creation is completed / Failed or still pending. Export the logs and Contact Technical Support team with your CSC/CGMS as well as firewall serial number for further troubleshooting.
4) If the VPN Tunnel status also show up, we need to check from the firewall if firewall is sending to CSC/CGMS or not.
Login to the firewall, go to Monitor | Tools & Monitors | Packet Monitor
If we see packets generated by the firewall for CSC/CGMS ip addresses, contact Technical Support Team with the captures as well as the serial number of the unit in question.
Resolution for SonicOS 6.5
This release includes significant user interface changes and many new features that are different from the SonicOS 6.2 and earlier firmware. The below resolution is for customers using SonicOS 6.5 firmware.
Follow the steps below to troubleshoot this issue:
1) Check for Reporting Licenses: All SonicWall appliances must be provisioned on SonicWall CSC or Cloud GMS. Make sure the provisioned SonicWall appliances have a valid license for CSC Management and Reporting/CSC Analytics and Comprehensive/Advanced Gateway Security Suite (CGSS/AGSS)
In case CSC Management and Reporting/Analytics is not licensed for the unit, please contact sales or customer service to get these services activated. You can also activate the 30 day free trial.
2) Check if the unit is fully Provisioned and Acquired on CSC.
Login to CSC | Reports | Overview | Status. ACQUISITION HISTORY should show all the 4 default acquisition tasks completed successfully.
TIP: If the unit is not acquired successfully, please follow the following KB to troubleshoot the issue for provisioning and adding units in CSC/Cloud GMS:
https://www.sonicwall.com/en-us/support/knowledge-base/171018113027424
If issue persists, contact Technical Support Team to further troubleshoot the issue.
3) Firewall is fully provisioned and acquired on CSC/CGMS, but the VPN Tunnel for Flow Server connectivity is down.
If the VPN Tunnel status is down. Login to the Firewall and check if VPN tunnel for CSC/CGMS (Example: SGMS-<Serial|) is there. If the tunnel is there try to renegotiate. If tunnel is not there then navigate to Console | Log | View log page and search for keyword ‘Tunnel’ and verify if the Tunnel creation is completed / Failed or still pending. Export the logs and Contact Technical Support team with your CSC/CGMS as well as firewall serial number for further troubleshooting.
4) If the VPN Tunnel status also show up, we need to check from the firewall if firewall is sending to CSC/CGMS or not.
Login to the firewall, navigate to Investigate | Packet Monitor | Configure | Monitor Filter
If we see packets generated by the firewall for CSC/CGMS ip addresses, contact Technical Support Team with the captures as well as the serial number of the unit in question.
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