Troubleshooting

If you have difficulties during installation, please first check that you have followed all the installation instructions in this guide and other applicable guides where referenced. The information in this section may be of further assistance. If you still cannot resolve the issue, please contact your supplier or SafeNet support. See Document Information for contact information.

Known Issues

Problem	Solution
The system locks up after installation of the SafeNet PCIe HSM Access Provider device driver package. This may happen if a prior version of the device driver exists on the system.	1.Power down and remove the adapter. 2.Power up. 3.Uninstall all versions (old and new) of the SafeNet PCIe HSM Access Provider / device driver package. 4.Power down and reinstall the adapter. 5.Power up and reinstall the SafeNet PCIe HSM AccessProvider package.
Following reinstallation of a previously removed adapter or the addition of another adapter, the device driver cannot find the device or an adapter is not responding.	Confirm that the adapter(s) are firmly seated in the PCIe slot, then uninstall the SafeNet PCIe HSM AccessProvider package. Following this, perform a fresh install of the SafeNet PCIe HSM Access Provider package.

Problem

Solution

The system locks up after installation of the SafeNet PCIe HSM Access Provider device driver package. This may happen if a prior version of the device driver exists on the system.

1.Power down and remove the adapter.

2.Power up.

3.Uninstall all versions (old and new) of the SafeNet PCIe HSM Access Provider / device driver package.

4.Power down and reinstall the adapter.

5.Power up and reinstall the SafeNet PCIe HSM AccessProvider package.

Following reinstallation of a previously removed adapter or the addition of another adapter, the device driver cannot find the device or an adapter is not responding.

Confirm that the adapter(s) are firmly seated in the PCIe slot, then uninstall the SafeNet PCIe HSM AccessProvider package. Following this, perform a fresh install of the SafeNet PCIe HSM Access Provider package.

Simple Fault Diagnosis

Fault Diagnosis Utilities

To carry out simple fault diagnosis, SafeNet hardware maintenance utilities hsmstate and hsmreset can be used. These are installed as part of the SafeNet PCIe HSM Access Provider installation.

More information about these utilities can be found in Utilities Command Reference.

Fault Diagnosis Procedure

1.From a command prompt, execute the hsmstate utility.

The output from the utility should include ...NORMAL mode, Responding

2.If the utility reports ...HALTED due to a failure:

a.Execute the hsmreset utility.

b.After the reset, check to see if the hsmstate utility is now reporting NORMAL operation.

3.If the utility reports … waiting for tamper cause to be removed and an adapter PCIe card is being used:

a.Check to see that external tamper detectors connected to the board are correctly configured if these are being used.

b.Make sure the adapter is seated firmly and correctly in the PCIe slot.