Black Box ET0100A Appliance Unreachable, Symptom Explanation and possible solutions, Preferences

ETEMS Troubleshooting

Appliance Unreachable

Symptom		Explanation and possible solutions
Symptoms of ETEMS’s inability to		• Check physical connectivity to the appliance’s management
communicate with an appliance are:		port (proper seating of the RJ-45 Ethernet cable).
•	Status indicator of ?.	• Verify that the management IP address is the same in
• “Operation failed” result when		ETEMS and on the appliance. Refresh the appliance status,
		and then compare configurations (Tools > Compare
	putting a configuration to an
		Config to Appliance).
	appliance, refreshing status, or
	comparing configurations.	• The connection between ETEMS and the appliance has
•	Unsuccessful software upgrade.	timed out. Check the timeout setting (Edit > Preferences)
		and adjust if necessary.
		• Check for a password mismatch between the appliance and
		ETEMS. Refresh the appliance status, and then look at the
		resulting error message or ETEMS log for a failure
		description. If the message indicates an invalid password,
		update ETEMS with the appliance password.
		• If IPSec is enabled on the management port, disable it and
		then disable the IPSec client. Verify that you can
		communicate with the appliance when IPSec is disabled. If
		not, check the preceding items to resolve the problem. If
		you can successfully establish communication with IPSec
		disabled, ensure that the IPSec client configuration matches
		the appliance’s IPSec management port configuration.
		Enable IPSec on the management port and enable the
		IPSec client. If this does not fix the connectivity problem,
		see your system administrator or contact Customer
		Support.
Unable to communicate with		Possible causes are:
appliance via xml-rpc. Connection		• Appliance is unplugged or powered off.
timed out.
		• Appliance is rebooting.
		• Communication timeout value is set too low (Edit >
		Preferences).
		• When managing ETEPs, TLS must be enabled in ETEMS.
		To check the TLS setting, go to Edit > Preferences >
		ETEMS > Communications and select Use TLS for XML/
		RPC.
		• When using trusted hosts on the ETEP, if you type the
		management station IP address incorrectly, EncrypTight will
		be unable to communicate with the ETEP. To recover, use
		SSh to log in to the CLI (Tools > Ssh). Log in as the ops
		or admin user, and at the command prompt type configure
		to enter configuration mode. From the config> prompt,
		type disable-trusted-hoststo disable the trusted hosts
		entries for the ETEP.
The appliance can communicate		• Retry the operation. The appliance may have been in a
with the management station but is		transitional state and is now up and operational.
unable to respond to a request.		• Connect to the appliance’s CLI. Check for messages that
The following error message may be		provide an indication of the appliance’s status.
displayed: Appliance returned		• Reboot the appliance from the CLI. After the appliance has
an unknown status code [-		rebooted, refresh the status.
1].		• If the above steps fail to clear the message, contact
		customer support.

224 EncrypTight User Guide