Satellite 6 : virt-who is unable to send host-guest mapping data , fails with Error code 500

Solution Verified - Updated

Environment

  • Red Hat Satellite 6.x

Issue

  • virt-who is unable to send host-guest mapping data to the Satellite server, it fails with below error: 
raise ManagerError("Communication with subscription manager failed with code %d: %s" % (e.code, str(e)))
ManagerError: Communication with subscription manager failed with code 500:

Resolution

Make sure the Satellite username and password and the Organization name are set correctly in the virt-who configuration files: /etc/virt-who.d/*

owner=Org_Label
rhsm_hostname= satellite FQDN
rhsm_username= Satellite Username (not satellite server ssh user) 
rhsm_encrypted_password=xxxxxxxxxxxxxxxxxxx  (or) 
rhsm_password=password (not satellite server ssh password) 
rhsm_prefix=/rhsm

For more KB articles/solutions related to Virt-who and Virtual Datacenter (VDC) Subscriptions Issues, please refer to the Consolidated Troubleshooting Article for Virt-who and Virtual Datacenter (VDC) Subscriptions Issues

Root Cause

Incorrect Satellite username/password was configured in virt-who configuration. Please note, rhsm_username and rhsm_password is the credential of Satellite (application), not the ssh user for satellite server.

Diagnostic Steps

  • You can try to login in Satellite UI using the username and password provided in virt-who config file to verify if the credential is working

  • Check rhsm log in the system where virt-who is running : 

$ more /var/log/rhsm/rhsm.log

2018-10-30 08:12:22,545 [rhsm.connection INFO] MainProcess(23321):Thread-3 @connection.py:_request:551 - Response: status=500, request="POST /rhsm/hypervisors/ORGNAME?reporter_id=hostname.fqdn-xxxxxxxxxxxxxx e1c&cloaked=False&env=Library"
2018-10-30 08:12:22,546 [virtwho.destination_xxxxxx ERROR] MainProcess(23321):Thread-3 @virt.py:_send_data:633 - Error during hypervisor checkin:
Traceback (most recent call last):
  File "/usr/lib/python2.7/site-packages/virtwho/virt/virt.py", line 617, in _send_data
    options=self.options)
  File "/usr/lib/python2.7/site-packages/virtwho/manager/subscriptionmanager/subscriptionmanager.py", line 207, in hypervisorCheckIn
    raise ManagerError("Communication with subscription manager failed with code %d: %s" % (e.code, str(e)))
ManagerError: Communication with subscription manager failed with code 500:

In some cases, you can get access denied error as well : 

$ more /var/log/rhsm/rhsm.log

 [katello/cp_proxy] [W] SSO failed
 [app] [I]   Rendered api/v2/errors/unauthorized.json.rabl within api/v2/layouts/error_layout (0.7ms)
 [katello/cp_proxy] [E] *** ERROR: Access denied (403) ***
 [katello/cp_proxy] [E] REQUEST URL: /rhsm/hypervisors?owner=Default_Organization&env=Library
 [katello/cp_proxy] [E] Katello::HttpErrors::Forbidden: Access denied
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