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Skyhigh Security

Skyhigh Cloud Connector Known and Resolved Issues

For Skyhigh CASB Known Issue, see Skyhigh CASB Known Issues and Resolved Issues

Known Issues 

Date Description and Workaround (if any) Found in Release Fixed in Release

March 11, 2022

When LDAP/LDAPs server connectivity is interrupted in AD integration, Skyhigh Cloud Connector may not fetch all users. As a workaround:

  1. Stop CC service (./shnlpcli stop)
  2. Take a backup of Idapusers directory from CC installation directory. For example, <CC installtion directory>\leveldb\ldapusers>
  3. Delete the ldapusers directory
  4. Start CC service (./shnlpcli start)
5.5.5 -

March 8, 2022

When Active Directory custom attributes are configured on Skyhigh Cloud Connector, you might fail to upload or partially upload sanction users. As a result, users are unable to create any User Groups.

This issue is now fixed.

5.5.2 5.5.5


Feb 24, 2022

When the split health notification for File Processing Status is enabled, it sends an email alert if any issues are identified. Once these identified issues are resolved, the users do not receive the normal status email notification alert.

This issue will be fixed in an upcoming release.

5.5.5 -


Feb 16, 2022

If you have configured Skyhigh Cloud Connector old notifications alert from the Settings > Global Notifications page or User Menu > Notification Settings page and you might fail to enable new split health notifications. As a workaround, delete the Overall Health notification from the old notification alert to configure the new split health notification.

NOTE: The new users configuring the split health notification alerts do not encounter the above issue.

5.5.4 -


Dec 13, 2021

When the users search for user names in plain text with the uppercase (for example, GUEST) from Omnibar, Skyhigh Cloud Connector displays errors and does not provide any results. 

This issue will be fixed in an upcoming release. 

5.5.2 -
Nov 15, 2021 There is a Known Issue where the user with detokenized permissions cannot search for plain text user names and source IP addresses from Omnibar. The user is prompted for a salt. This issue is now fixed.  5.4.2 5.5.2
Nov 15, 2021 Skyhigh Cloud Connector doesn't retrieve incidents if the export type is set to New Incident only at first settings. This issue is now fixed.  5.5.0 5.5.2


Oct 21,2021

While running Quality Check for log parser wizards: Import Existing Configuration and Manual Configuration, you might encounter improper results. Because currently on the Sub Configuration page, the fields Preprocessor Class Name supports only the Rule-Based Preprocessor option, and the File Format supports only the Bluecoat option. If you select other options from the list besides the specified options on the Sub Configuration page, you will find invalid results.

This issue will be fixed in an upcoming release. 

5.5.1 -
Sept 29, 2021

After upgrading Skyhigh Cloud Connector from 5.2.2 to 5.4.2, CC may fail to start. If you see these two errors, PANHostname and proxyBypass, use the following steps:

For PANHostname:

  • Delete the three entries within logprocessor.db.script and files corresponding to the PAN settings.
  • Restart the CC.

For proxyBypass:

Run the following CLI command:

./shnlpcli sp --name proxyBypass --val true --encrypt"

For help, contact Support

5.4.2 -
April 22, 2021

Even when all Cloud Connectors are configured with AD, the following message appears in Infrastructure > Cloud Connector > Custom Attributes

"You have more than 1 instance of Cloud Connectors and it is recommended to configure Custom Attributes on all the instances that are processing logs to ensure consistency of data fetched and processed. Please set up Custom Attributes for all symbolic servers."

This issue will be fixed in an upcoming release. 

5.3.2 -
April 6, 2021 The SMTP Advanced Properties are not getting removed from YAML after being deleted from the dashboard. 5.3.2 -
April 6, 2021

The date format doesn't automatically pick the selected Timestamp column from the Map Log Fields in the Log parser when there are multiple date header columns such as Date or Timestamp in the parsed logs. As a workaround, make sure to manually update the correct date format. 

NOTE: The Log Parser automatically picks the available date format when there are no multiple date header columns.

5.3.2 -
Feb 20, 2021

Cloud Connector throws ldapusers cache error after upgrading from 3.9.2 to 5.3.0 and above versions. As a workaround:

  1. Delete the ldapusers cache from the Cloud Connector installed directory (leveldb) and restart the Cloud Connector.
  2. Use the following curl command to push respective properties to YML with the mentioned payload when switching between rocksdb and leveldb:

Switching to leveldb

  "logProcessor":{ "unmatchedtracker.keyValueStoreType":"LEVELDB",
  "ipUserMapperStore.cache.type":"LEVELDB"   },
  "integration": {
    "smtp": {},
    "siem": {},
    "panorama": {},
    "custom_attributes": {},
    "ip_user_mapping": {},
    "syslog": {}

Switching to rocksdb

  "ipUserMapperStore.cache.type":"ROCKSDB"   },
  "integration": {
    "smtp": {},
    "siem": {},
    "panorama": {},
    "custom_attributes": {},
    "ip_user_mapping": {},
    "syslog": {}

NOTE: Before you switch between DBs, delete only the respective caches throwing exceptions after the Cloud Connector is started.



Jan 20, 2021 Skyhigh Cloud Connector cannot be upgraded in running status. You should stop the Skyhigh Cloud Connector before upgrading. 5.3.0 -
Jan 20, 2021 Log parser sometimes may not fetch information accurately from the Timestamp field of the logs. 5.3.0 -
Jan 20, 2021 Log parser cannot process  Websense log lines that do not start with string literals ('quotes', "double quotes"). As a workaround, you should manually add string literals('quotes', "double quotes") in the Websense log lines. 5.3.0 -
Jan 20, 2021

RocksDB is not the default cache memory when Skyhigh Cloud Connector is upgraded from 5.0.1 to 5.3.0 version. As a workaround, you need to explicitly configure levelDB to RocksDB.

5.3.0 -
Jan 20, 2021 Multiple log lines starting with comment line (#), cannot be skipped from processing into log parser.  5.3.0 -
Jan 20, 2021 The Log Processing configuration wizard cannot process the Timestamp field input with space in between. 5.3.0 -
Jan 20, 2021 Rules generated by the Log parser wizard for Timestamp field in a custom log may not work as expected sometimes. As a workaround, you need to generate rules manually. 5.3.0 -
Oct 20, 2020 Installing multiple Skyhigh Cloud Connectors on the same directory is corrupting Cloud Connector properties. 5.2.1 -
Oct 20, 2020 Skyhigh Cloud Connector fails to start while upgrading from => 4.1.0 version to any higher version with SMTP advanced properties. As a workaround, you can remove/delete the SMTP advanced properties before upgrading to the latest Skyhigh Cloud Connector version. 5.2.1 -
Sep 14, 2020 File Rotation of the MapDBEncrypted.txt files cannot happen with the data export option enabled for mapdbtxt.enableMapDBTxtScheduler. 5.2.0 -
Sep 14, 2020 The data from  RocksDB cache and MapDBEntries/MapDBEncrypted.txt file are deleted only after  Restart/Context Refresh in Cloud Connector. 5.2.0 -
Sep 14, 2020 Syslog migrates the old properties if publishPeriodInMinutes property is not found in YAML. 5.2.0 -



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