Troubleshoot Alert Message - an Application Fault Occurred

Introduction

This document describes identifying, troubleshooting, and resolving the An application fault occurred error. In addition, we will go over some well known application faults in greater detail. 

Contributed by Dennis McCabe Jr, Cisco Technical Leader. 

Prerequisites

• Basic understanding of the Cisco Secure Email Gateway or Cisco Secure Email Cloud Gateway

Components Used

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, ensure that you understand the potential impact of any command.

Background

An alert is received after a process has crashed. 

Identify

Usually, the administrator receives an email containing the application fault.

Here is an example:

Critical: An application fault occurred: ('monitor/message_tracking.py __call__|500', "<type 'exceptions.ImportError'>", 'No module named DLP', 
'[util/Aquarium.py screenLoop|413] [util/InternalLibrary.py inverseExtend|328] [util/InternalLibrary.py __call__|769] [screen/Controller.py __call__|27] 
[util/InternalLibrary.py __call__|769] [screen/CommonController.py __call__|66] [util/InternalLibrary.py __call__|769] [screen/AppController.py __call__|183] 
[util/InternalLibrary.py __call__|771] [monitor/message_tracking.py __call__|500]')

If an email containing the alert is not received, administrators can use the displayalerts command to reveal any recent application faults. 

Resolving

Most application faults are self-resolving and are safe to ignore; however, there are a select few that require intervention in order to bring the device back to normal operation. 

For example, "Aquarium.py screenLoop" application faults are usually indicative of too many clicks within a short span inside the GUI, and are safe to ignore; however, if the application fault has something like "No module named DLP" within it, then it would require Cisco TAC to assist with providing a solution.

If you are noticing strange behavior or other impact after receiving the error, then please proceed to open up a Cisco TAC case so that we can assist. 

• Cisco Support Case Manager

Common Application Faults

We have provided additional context surrounding some existing application faults and will work to keep this list updated. If you believe that something can be added, then please let us know. 

Cisco Bug ID CSCvg85500 - No module named DLP

Critical: An application fault occurred: ('monitor/message_tracking.py __call__|500', "<type 'exceptions.ImportError'>", 'No module named DLP', 
'[util/Aquarium.py screenLoop|413] [util/InternalLibrary.py inverseExtend|328] [util/InternalLibrary.py __call__|769] [screen/Controller.py __call__|27] 
[util/InternalLibrary.py __call__|769] [screen/CommonController.py __call__|66] [util/InternalLibrary.py __call__|769] [screen/AppController.py __call__|183] 
[util/InternalLibrary.py __call__|771] [monitor/message_tracking.py __call__|500]')

Related Information

• Cisco Secure Email Cloud Gateway End-User Guides
• Cisco Secure Email Gateway End-User Guides