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 Gemalto 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.

Fault Diagnosis Utilities

The SafeNet hardware maintenance utilities hsmstate and hsmresetcan be used to carry out simple fault diagnosis. These utilities are included in the ProtectServer PCIe HSM Access Provider installation.

For more information, see the HSM Access Provider Installation Guide.

Fault Diagnosis Procedure

From a command prompt, execute hsmstate. The output from the utility should include “... NORMAL mode, Responding”.

If the utility reports “... HALTED due to a failure”:

1.Execute hsmreset.

2.Following the reset, check to see if the hsmstate is now reporting NORMAL operation.

If the utility reports “... waiting for tamper cause to be removed”:

1.Check to see that any connected external tamper detectors are correctly configured.

2.Make sure the adapter is sitting firmly and correctly in the PCIe slot.