Fixing Dell Server Update Utility Stuck at “Getting Compliance Report”

Encountering issues with your Dell Server Update Utility hanging at the “Getting Compliance Report” stage can be a frustrating roadblock in your system maintenance. This problem often stems from the Compliance Reporter service within Dell Security Management Server environments. This guide provides detailed steps to resolve this issue for both Dell Security Management Server (formerly Dell Data Protection | Enterprise Edition) and Dell Security Management Server Virtual (formerly Dell Data Protection | Virtual Edition).

Resolving the Issue in Dell Security Management Server

If you are operating on a Dell Security Management Server, follow these steps to get your update utility back on track:

1. Stop the Compliance Reporter Service: The first step is to halt the service that might be causing the hang. Locate and stop the “Compliance Reporter service” on your server. This action ensures that no processes are actively using the files we need to modify.

2. Rename Database Files: Navigate to the database directory: DellEnterprise EditionCompliance ReporterwebappWEB-INFreportsdb. Within this folder, you will find files named cmgreports*.db. Rename all files matching this pattern. This essentially archives the existing database files, allowing for a fresh start.

3. Replace with Template Database: Copy the file cmgreports.data.db from the template directory: DellEnterprise EditionCompliance ReporterwebappWEB-INFreportsdbtemplate and paste it into the main database directory: DellEnterprise EditionCompliance ReporterwebappWEB-INFreportsdb. This step replaces the potentially corrupted database with a clean template.

4. Rename the Output Folder: Rename the DellEnterprise EditionCompliance Reporteroutput folder. Renaming this folder ensures that any potentially problematic output files are not interfering with the service.

5. Restart the Compliance Reporter Service: Finally, restart the “Compliance Reporter service”. This action will initialize the service with the new database template and output folder, resolving the issue of the utility being stuck.

Resolving the Issue in Dell Security Management Server Virtual

For users of Dell Security Management Server Virtual, the resolution process requires command-line interaction and administrative privileges.

Note: These steps require Dell Support or an administrator to log in and execute the commands.

1. Stop the Application via UI: Begin by stopping the application through the user interface of your Dell Security Management Server Virtual. This ensures a clean shutdown before proceeding with file modifications.

2. Log in as ddpsupport: Access the server’s command line and log in using the ddpsupport credentials. This account has the necessary permissions to perform the required actions.

3. Execute Removal and Copy Commands: Carefully issue the following six commands in the terminal. These commands are designed to remove user customizations related to the Compliance Reporter and replace the database with a clean template.

   sudo rm -f /opt/dell/server/reporter/webapp/WEB-INF/reports/db/cmgreports.XX.log.db
   sudo rm -f /opt/dell/server/reporter/webapp/WEB-INF/reports/db/cmgreports.index.db
   sudo rm -f /opt/dell/server/reporter/webapp/WEB-INF/reports/db/cmgreports.lock.db
   sudo rm -f /opt/dell/server/reporter/webapp/WEB-INF/reports/db/cmgreports.trace.db
   sudo rm -f /opt/dell/server/reporter/output/*
   sudo cp /opt/dell/server/reporter/webapp/WEB-INF/reports/db/template/cmgreports.data.db /opt/dell/server/reporter/webapp/WEB-INF/reports/db/

   Note: For the first command, replace XX with the specific characters that appear in your server’s cmgreports log file name. You can list the contents of the /opt/dell/server/reporter/webapp/WEB-INF/reports/db folder to find the exact file name.

4. Exit and Log in as ddpuser: After executing the commands, exit the ddpsupport shell and log back in as ddpuser. This is the standard user account for the application.

5. Start the Application via UI: Finally, start the application again through the user interface. This will initiate the application with the reset Compliance Reporter settings and resolve the issue.

Need Further Assistance?

If you continue to experience issues or require more in-depth support, Dell provides several avenues for assistance.

• Dell Data Security International Support Phone Numbers: For direct support, you can find international contact numbers on the Dell Support website.
• TechDirect: For online support requests, visit TechDirect to generate a technical support ticket.
• Dell Security Community Forum: Engage with other users and Dell experts in the Dell Security Community Forum for additional insights and community-based solutions.

By following these steps, you should be able to resolve the “Dell Server Update Utility stuck getting the compliance report” error and ensure smooth operation of your Dell server environment.