Troubleshooting the Job Queue

When there is a backlog of scans in the Job Queue or the jobs have stopped or stalled, the queue may be saturated or the jobs may need to be adjusted.

To troubleshoot scans in the Job Queue:

Issue	Recommendations	Description
Scan is processing with errors	Go to Log & Report > Summary Report > Top File Type > Scanned by Sandboxing.	View the logs to check if the scan is still processing with errors. If it is, this usually means most jobs entering the VM and the Scan Profile should be adjusted. The logs can provide clues about which file type should skip sandboxing.
Queue is saturated	Go to Scan Input > Job Queue.	Click the Load Chart of each VM type to see if it is saturated. If it is saturated, allocate a higher clone number to it.
VM errors		View the logs to see if there are VM related errors. VM related errors might mean VM clones are corrupted and cannot be recovered. In this case, the clones need to be rebuilt. To do that, change any clone number in VM Images and click Apply. Wait a few moments and change the clone number back and click Apply again.

If the above does not resolve the issue, you need advanced troubleshooting that require a debug package. Contact technical support at https://support.fortinet.com.