Marketplace Troubleshooting

Troubleshoot Marketplace issues in Cortex XSOAR 6.13.

These topics describe how to troubleshoot the following issues:

• Marketplace Connectivity Issues
• Marketplace Timeout Issues
• Marketplace Certificate Issues
• Content Bundle Manual Upload Issue

Marketplace Connectivity Issues

When starting Cortex XSOAR, it connects to the following remote URL repository:

• https://storage.googleapis.com/marketplace-dist/: Stores all of the content in a bucket in Google storage.

Google storage connects to Cortex XSOAR to fetch all the information required in the Marketplace. This background job syncs every 2 hours. If no content displays when accessing the Marketplace, there could be a connectivity issue with these URLs.

1. Check the logs for connectivity issues.

   1. Select Settings → ABOUT → Troubleshooting → Download logs.
   2. Open the server.log.
   3. Search for Starting marketplace content pack sync to see if there are any connectivity errors.

      In the following example, we can see there are connectivity issues.

      2020-09-23 13:05:50.8465 info Starting marketplace content pack sync: 
      2020-09-23 13:05:50.846489882 +0530 IST m=+25.312205556 (source: /home/circleci/.go_workspace/src/github.com/demisto/server/services/servicemarketplace.go:228)
      2020-09-23 13:05:50.8602 error Could not fetch marketplace bootstrap url: https://xsoar.pan.dev/marketplace-index-mapping.json (source: /home/circleci/.go_workspace/src/github.com/demisto/server/services/servicemarketplace.go:187)(error: Get https://xsoar.pan.dev/marketplace-index-mapping.json: proxyconnect tcp: EOF)
      2020-09-23 13:05:50.8603 error Could not sync base url. Failed SyncContentPacksFromRemote (source: /home/circleci/.go_workspace/src/github.com/demisto/server/server.go:854)(error: Get https://xsoar.pan.dev/marketplace-index-mapping.json: proxyconnect tcp: EOF)2020-09-23 13:05:50.8604 info Finished marketplace content pack sync: 2020-09-23 13:05:50.860391904 +0530 IST m=+25.326106591, took 13.906995ms (source: /home/circleci/.go_workspace/src/github.com/demisto/server/services/servicemarketplace.go:230)

2. Validate the connectivity between the Server and the remote URL repository, by running the following command:

   • curl https://storage.googleapis.com/marketplace-dist/content/packs/index.zip --output test.zip

   Note

   If there are no connectivity issues, it may be a Marketplace Timeout Issues or a Marketplace Certificate Issues.
3. Check the firewall to see whether it blocks any of the URLs.

   For more information about which URLs are required, see System Requirements.
4. Change the proxy server and insecure server configurations.

   1. Select Settings → About → Troubleshooting → Add Server Configuration.
   2. Add the following keys and values:

      Key	Value	Description
      marketplace.content.pack.fetch.proxy	false	Enables you to connect to the marketplace without a proxy. Default is true.
      marketplace.content.pack.fetch.insecure	true	Enables Cortex XSOAR not to check for a secure certificate. Default is false.

   3. Click Save.
   4. Run the following command to sync the content with the remote URL repositories.

      sync_marketplace_packs

      By default a background job syncs content every 2 hours. Run this command to sync the content immediately, which enables you to test the changes made to network connectivity.

   You should now be connected to the Marketplace.

Marketplace Timeout Issues

If you are unable to view content from the Marketplace, check the log file to see if it contains timeout issues:

2020-12-09 01:58:44.2902 error Could not get objects from GCP bucket. For url 'https://storage.googleapis.com/marketplace-dist/content/packs/index.zip' [error 'Get https://storage.googleapis.com/marketplace-dist/content/packs/index.zip: http2: timeout awaiting response headers'] (source: /home/circleci/.go_workspace/src/github.com/demisto/server/services/servicemarketplace.go:1416)

2020-12-09 01:58:44.2902 error Could not sync content packs from remote. Failed downloading index file [error 'Get https://storage.googleapis.com/marketplace-dist/content/packs/index.zip: http2: timeout awaiting response headers'] (source: /home/circleci/.go_workspace/src/github.com/demisto/server/jobs/registerJobs.go:95)

2020-12-09 01:58:44.2903 info Finished marketplace content pack sync: 2020-12-09 01:58:44.290324333 +0100 CET m=+36016.280742161, took 15.289489359s (source: /home/circleci/.go_workspace/src/github.com/demisto/server/services/servicemarketplace.go:230)

2020-12-09 02:03:29.8757 info No telemetry data to send (source: /home/circleci/.go_workspace/src/github.com/demisto/server/services/telemetry.go:336)

If there are errors, you need to configure the server timeout settings. This may be caused by a local proxy server that is processing the zip content file.

1. Select Settings → ABOUT → Troubleshooting → Add Server Configuration.
2. Add the following keys and update the values as required.

   Key	Description	Value
   marketplace.content.pack.fetch.headertimeout	Determines the HTTP header timeout for downloading Marketplace content. If you still experience a timeout, add the key and value below.	Default (in seconds): 15
   marketplace.content.pack.fetch.timeout	Determines the time to wait in seconds for the server's response headers, after writing the request (including the body). It does not include the time to read the response body.	Default (in seconds): 300

3. Click Save.

Marketplace Certificate Issues

When you access the Marketplace, but no content displays, this may be a marketplace connectivity issue or a marketplace timeout issue. Alternatively it could be problem with secure certificates. We can add a server configuration for Cortex XSOAR not to check certificates. If you encounter this situation, check the logs for this message:

Could not fetch marketplace bootstrap url: https://xsoar.pan.dev/marketplace-index-mapping.json [error 'Get https://xsoar.pan.dev/marketplace-index-mapping.json: x509: certificate signed by unknown authority'] (source: /home/circleci/.go_workspace/src/github.com/demisto/server/services/servicemarketplace.go:187)

1. Select Settings → About → Troubleshooting → Add Server Configuration.
2. Add the following key and value.

   Key	Value
   marketplace.content.pack.fetch.insecure	true
   jobs.marketplacePacks.schedule By default, a background job syncs content from Cortex XSOAR to the remote URL repositories. Rather than waiting 2 hours to see the changes, update this to 1 minute. Warning When finished testing, remove this configuration, as it can have an adverse effect on performance.	1m

3. Click Save.

Content Bundle Manual Upload Issue

When manually uploading a content bundle from Marketplace via the Upload Content Packs option, the upload may not be successful but no error message appears. This can occur because the file size configuration on the server that runs the Cortex XSOAR instance is not large enough to upload the entire release content bundle.

To correct this issue, increase the file size on the server that runs the Cortex XSOAR instance.