Summary

This usually happens when the server doesn't have a vulnerability database and not able to synchronize with our sync server.

Symptoms

You've got credentials for the Software Vulnerability Manager account hosted by Software Vulnerability Manager 2018 On-premises server but you can't seem to login after resetting your account password. 
Sometimes you can log in, but when you run a scan on any system it results in Server 500 Internal Error

Cause

This usually happens when SVM2018 on-premises server is not able to synchronize to the primary https://sync.secunia.com back-end.

Steps To Reproduce

New installation of the server. Login to http://localserver.int/csi. You provide a default password for the server and you make a password reset. After supplying a new password the "password reset" doesn't proceed to the next level. In some cases, you can log in but there is a message Server internal error: 500

On both occasions, login to the Linux server, then run these commands on in the server terminal.

mysql -u root -p [provide password or press Enter directly if none exists]

use vuln_track;
show tables;

If you can't see the tables in the above database then this usually indicates that the server is not able to synchronize with Flexera back-end servers.

Resolution

First, confirm that there is a problem with the synchronization of database advisory updates. Run the next command and check what is the next update that is set - DUMP or BINLOG, or if you see curl errors:

tail -n 60 /user/local/Secunia/csi/log/sync.log

If no errors are seen and the sync is doing only BINLOG updates, but setting up for DUMP every time, you should contact Flexera Support and ask to confirm if the public-facing server IP address is approved to synchronize database information by Flexera. You should provide the IP along. 

Troubleshoot curl errors:

Search the Community for curl error articles to find if there is another solution.

Check the synchronization log file on the RHEL machine or the CentOS Virtual Appliance box. 

You can also test the connection running below command on a terminal.

curl -v -v -v -L https://sync.secunia.com

When there are certificate errors, you can try insecure curl connection and see what that results into:

curl -v -v -v -k -L https://sync.secunia.com

When there are connection issues, you can use the next command to test the connection via a proxy:

curl -v -v -v -x Proxy:Port -U username:Password -L https://sync.secunia.com 

Workaround

You can also try to upload vuln_track manually from a server that can synchronize correctly.
Remember that you can always contact Flexera Support and request the transfer of an updated database to be made. Flexera can send you an updated database that can upload quickly while you are working on a solution for the main problem that stops the server synchronizations.