Troubleshooting

The most common problem encountered when installing the SafeNet ProtectServer PCIe HSM is that the device driver is not loaded or functioning correctly.

Should you encounter any difficulties, first check that you have followed all the installation instructions in this manual and the HSM Access Provider Installation Guide. The information provided below may be of further assistance. If you still cannot resolve the issue, please contact your supplier or Gemalto Support. See Support Contacts for further information.

Problem	Solution
The MSI (Microsoft Installer) application does not complete installation, or is left in an unstable state.	This fault can occur if there are no free IRQs that can be assigned to the device. Make sure the device is assigned an IRQ. The IRQs assigned to devices are usually displayed when a system is powered up.
The system locks up after the HSM Access Provider device driver package is installed. 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 HSM Access Provider / device driver package. 4.Power down and re-install the adapter. 5.Power up and reinstall the HSM Access Provider package.
Following re-installation 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 HSM Access Provider package. Following this, perform a fresh install of the HSM Access Provider package.
When operating multiple adapters under Windows 2000 or later, the adapters run slowly or even stall. Some commands may work correctly on one adapter, but not the other.	This problem may be resolved by resetting the configuration data in the host system BIOS.

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.