Appendix F: Troubleshooting
Loss of Connection
DSM Installation and Configuration Guide
Copyright 2009 - 2020 Thales Group. All rights reserved.
174
Appendix F: Troubleshooting
Loss of Connection 174
Reset DSM Appliance and Remove All Data 174
Chassis Issues 178
Indicator Definitions 179
Boot-Up Messages 179
This section describes some troubleshooting procedures for your appliance.
Loss of Connection
If you have created GuardPoints and for some reason the appliance cannot be reached, the GuardPoints will continue
to function with no issues. However, if the system is rebooted, the agent cannot access its configuration from the
appliance and the GuardPoints cannot use the encryption key to encrypt or decrypt data, unless you are using a
cached-on-host key. Challenge and response and manual passwords are good way to provide business continuity in
these situations.
Is the Management Console accessible?
1. Try to open a web browser with the correct address to the appliance (example: https://192.168.10.11:8445 or
8448 for Suite B mode).
2. Check if the appliance is a trusted site in your web browser’s Security Options.
Check whether Agent communication ports are open from the UI
1. Use the Network Diagnostic checkport tool in the Management Console (or CLI) to check those ports.
2. Refer to "Ports to Configure" on page171 for information about ports that need to be configured.
Reset DSM Appliance and Remove All Data
The config reset command removes all configuration data added after the current DSM software is installed. This
command is available on both appliance-based and software-only DSM installations.
The command preserves the currently installed DSM software, but removes all data except network configuration, and
in the case of the V6100 appliance, the original security world created using the ACS is also preserved. When you
reconfigure the V6100 appliance, you can then recover that security world with the ACS quorum used to create it.
Alternatively, you can choose to destroy the old security world and create a new one with new cards.
CAUTION
If you choose to create a new Security World, we strongly recommend that you use a
new set of cards (ACS) to create the new Security World. If you reuse the original ACS
to create the new Security World, the cards will be overwritten. Any backups created
with that original ACS will be unrecoverable.
Reset Original Security World with Original ACS Quorum
To reset the current DSM installation to its initial unconfigured state—network configuration remains intact—and
retrieve the original security world, do the following;
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