KB Article | Forcepoint Support

Problem Description

I'm seeing an error message in the Websense.log file that states:

"The Database Download has failed because of a corrupt file or the database could not be updated."

How can I delete the current master database and download a new database?


If the download database issue is on a Windows server:

  1. Log on to the Forcepoint Security Manager (Triton) Server.
  2. Open Command Prompt as Administrator, and navigate to the Web Security directory. 
By default, type: cd C:\Program Files(86)\Websense\Web Security though the install path may vary.
  1. Type: WebsenseAdmin stop 
This will stop the Web services, one by one and may take a few minutes.  The Websense Control Service and the shared Triton services will continue to run.
  1. Open Services via run command services.msc and make sure the Websense Filtering Service actually stopped. 
If Filtering Service did not stop:
  1. Open Task Manager via run command taskmgr.exe
  2. Go to the Services tab.
  3. Locate Websense EIM Server and note the PID number in the column next to it. 
  4. Back to Command Prompt, type: taskkill /f /pid <PID NUMBER> with the PID number for the service
  5. Refresh Services and confirm that Filtering Service is now Stopped.
  1. Go to the \Websense\Web Security\bin directory and remove the following files if present:
  1. All .idx files
  2. All dbtmp#### files
  3. Websense (no ext)
  4. journal.dat file
  5. websense.xfr
  6. websense.xfr.tmp
  7. websense.merge
  8. websense.bak
  9. RT* (no extension) files.
Important Do not delete the RTMCore.dll, RTMServer.exe, or rtulogservice.dll files.
Note There may be files that do not exist from the above list. If they are missing, skip to the next file type until finished.
  1. In Command Prompt, type: WebsenseAdmin start
  2. Once all services have started, log on to the Forcepoint Security Manager.
  3. Click Dashboard, click Database Download, and then click Update to download a new database.

If the download database issue is on an Appliance:

You may not have access to delete the database files if you are running a V-Series appliance or an On-Site Virtual Appliance (OVA) and have not gained root access. However, there are two methods you may try. If the issue persists, raise a case with Technical Support for assistance.

Method 1: Proxy the Download

Important This requires the appliance to be a Full Policy Source or User Service & Filtering source (also known as Policy Lite). Doing this will not impact production.
  1. Log on to Forcepoint Security Manager.
  2. Click Switch and select the Policy Server on the affected appliance.
switch to the correct Policy Server
  1. Under Settings, click General, and then click Database Download.
  2. Under Proxy Server or Firewall, select Use proxy server or firewall.
  3. Type the P1 interface IP in IPv4 address or hostname and type Port 8080.
  4. Click OK.
  5. Click Save and Deploy.
Database Download Settings

Note This is the same proxy port that is used in explicit proxy. Port 8080 is the default. Verify the HTTP Proxy Server Port if you are unsure which port you are using:
  1. Log on to the Content Gateway.
  2. Click the Configure tab, click Protocols, and then click HTTP.
  3. Click General and verify the HTTP Proxy Server Port.
Method 2: Change Web Components

Important This will stop filtering on the appliance and will impact production. OVA's cannot use Filtering Only mode. If the appliance is set to Full Policy Source, do not use this method and instead raise a case with Technical Support for assistance.

For v7.6-v8.2 in Appliance Manager:
  1. In a browser, navigate to https://<ip-address>:9443/cm where the IP is the Forcepoint Management server.
  2. Log in with the administrator credentials.
  3. Click Appliances at the top of the screen.
  4. Click Sign On for the appliance in question.
  5. If the Sign On button is not configured:
    1. Go to https://<ip-address>:9447 where the IP is the C interface IP of the appliance.
    2. Admin login will be required when landing on the page.
  6. Click Configuration and then click Web Components.
  7. Under User directory and filtering copy the IP Address and Mode.
  8. Click Full Policy Source.
  9. Click OK.
Note It may take up to 20 minutes to switch to full. Do not restart the server after doing this.
  1. Click User directory and filtering to change back to the previous mode and type the IP Address again.
  2. Click OK.
Note This should not require a reboot unless the IP being used for the policy source has changed.

For v8.3-v8.5 use the Admin Command Line:
  1. SSH to the C interface IP of the proxy.
  2. Log on with admin credentials.
  3. Type config and type the admin password again.
  4. If the Appliance uses User Service & Filtering, type set mode full.
  5. If the Appliance uses Filtering Only, type set mode full.
Note It may take up to 20 minutes to switch to full. Do not restart the server after doing this.
  1. Change back to the previous mode.
  2. If the Appliance uses User Service & Filtering, type set mode user --policy-source x.x.x.x
  3. If the Appliance uses Filtering Only, type set mode filter --policy-server x.x.x.x
    1. The x.x.x.x is the IP address of the Policy Broker.
Note It may take another 20 minutes to switch the mode back. However, it should not require a restart after doing this unless the IP of the policy source is different.

Keywords: master database issue; corrupt database; master database download failed; download database; policy mode; websense.xfr; master database corrupted; database download failure; appliance database issue; triton manager proxy issue

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