Troubleshooting
This section describes how to handle the issues that you might face when using CTE with the CipherTrust Manager.
Connection Issues
| Symptoms | Possible Cause and Remediation |
|---|---|
| • Client status is Error • Configuration changes are not pushed to the client • Requests like Browse file system are failing | Analyze the CTE logs, identify connection failure reasons, and rectify them: 1. Look for the issues in the /var/log/vormetric/server_comms.log file on the CTE agent. This file contains information about the CipherTrust Manager's communication with the client.2. Identify the cause of the issue. 3. Restart vmd to get the latest init. |
Registration Issues
| Symptoms | Possible Cause and Remediation |
|---|---|
| Registration fails with conflict errors | Conflict errors occur when a client with the given name already exists on the CipherTrust Manager. To fix these issues: • Delete the existing client entry from the CipherTrust Manager. • Unenroll the existing client if you want to register it with another CipherTrust Manager. NOTE: A conflict error might occur even if no CTE client with the given name exists on the CipherTrust Manager. This happens because the client's entry, which was added during registration, is no longer associated with the CTE client due to any failure in enrollment. To resolve this issue: 1. Run the API /v1/transparent-encryption/clients/delete with the flag delete_stale_clients set to true. DON'T specify any other parameters when running the API. Alternatively, run the command ksctl cte clients bulk-delete --delete-stale-clients true on the CLI. This cleans up the stale client entries.2. Retry registration with the same name. |
| Reregistration fails with capabilities related errors | Capabilities cannot be disabled during reregistration with the CipherTrust Manager. To disable the CTE Agent capabilities, delete the client from the CipherTrust Manager and register again with these capabilities disabled. |
Backup and Restore Issues
| Symptoms | Possible Cause and Remediation |
|---|---|
| Reregistration issues after CipherTrust Manager is restored on a new CipherTrust Manager appliance | After the backup of a CipherTrust Manager is restored to another CipherTrust Manager, CTE client reregistration does not work as expected. To work around this issue:
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Licensing Issues
| Symptoms | Possible Cause and Remediation |
|---|---|
• Registration fails with licensing errors
• CTE configurations are read-only|Registration can fail if the number of purchased licenses are consumed or the validity of a license is expired. This is applicable for all types of licenses.
• After a license is expired:
– A new client cannot be registered.
– Existing operations on registered clients remain in tact. Their existing security configurations are pushed as and when required.
Configuration Issues
| Symptoms | Possible Cause and Remediation |
|---|---|
| Mismatched log levels between the CipherTrust Manager configuration and client logs | Try these: • Check the configuration in the linked profile on the CipherTrust Manager. • Validate the vmd configuration on the CTE client by running: vmsec vmdconfig |
