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ProtectServer 3 HSM and ProtectToolkit 7 troubleshooting

Installation troubleshooting

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Installation troubleshooting

This section describes solutions to issues you might encounter while installing a ProtectServer 3 HSM or ProtectToolkit 7 software components.

ProtectServer 3 HSM installation issues

Refer to the information below to resolve issues you might encounter while installing a ProtectServer 3 PCIe or ProtectServer 3 Network HSM.

ProtectServer 3 PCIe installation issues

If you encounter any issues when installing the ProtectServer 3 PCIe into a new server/host computer, try installing the ProtectServer 3 PCIe onto a different PCI express slot. The design of certain motherboards or the associated BIOS may prevent proper communication with a ProtectServer 3 PCIe. For example, certain PCI express physical slots are intended for use only with a video card or another specific type of hardware, and the ProtectServer 3 PCIe may not work correctly in these slots.

ProtectServer 3 Network HSM installation issues

Each ProtectServer 3 External and ProtectServer 3+ External is tested during manufacture to ensure a high level of quality. In the unlikely event the unit is not functioning correctly, please check if you have followed the installation procedures correctly, while paying particular attention to the power source and network cable connection, and then test the unit by following the testing procedures for your HSM:

Note

The unit has no user serviceable parts. Please do not disassemble the unit to resolve problems unless directed by a Thales support engineer.

Fault diagnosis

The SafeNet hardware maintenance utilities hsmstate and hsmreset can be used to carry out simple fault diagnosis. For more information about these utilities, see Utilities command reference.

To complete simple fault diagnosis

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 is not reporting NORMAL operation, check to see that:

    1. Any connected external tamper detectors are correctly configured.

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

ProtectToolkit 7 installation issues

This section describes solutions to some issues you might encounter while installing ProtectToolkit 7 software components.

Note

Thales recommends using the Unix Installation Utility to install PTK on a Unix/Linux system. If you experience issues while installing PTK on Unix/Linux manually, uninstall all packages and begin a fresh installation using the Unix Installation Utility. For more information, refer to Installing ProtectToolkit 7 on Unix/Linux.

Select the operating system that is relevant to your deployment from the panel below.

System lockup

The system locks up after installation of the ProtectServer 3 PCIe Access Provider device driver package. This may happen if a prior version of the device driver exists on the system.

Solution

  1. Power down and remove the adapter.

  2. Power up.

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

  4. Power down and reinstall the adapter.

  5. Power up and reinstall the ProtectServer 3 PCIe Access Provider package.

Adapter is unresponsive or undetected

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.

Solution

Confirm that the adapter(s) are firmly seated in the PCIe slot, then uninstall the ProtectServer 3 PCIe Access Provider package. Following this, perform a fresh install of the ProtectServer 3 PCIe Access Provider package.

SafeNet driver signature warning

When installing a Windows driver, you may receive a warning that the SafeNet driver is not signed.

Solution

This message can safely be ignored. If you have received this message, the version you have received was released before it completed the Microsoft WHQL process. While we do submit the Windows versions of our drivers for Windows Hardware Quality Labs (WHQL) certification, we do not normally hold back a product release or an important update while validation is pending.

Note

This assurance applies only to software that you have received directly from Thales or via a trusted third-party seller.

System lockup

The system locks up after installation of the ProtectServer 3 PCIe Access Provider device driver package. This may happen if a prior version of the device driver exists on the system.

Solution

  1. Power down and remove the adapter.

  2. Power up.

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

  4. Power down and reinstall the adapter.

  5. Power up and reinstall the ProtectServer 3 PCIe Access Provider package.

Adapter is unresponsive or undetected

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.

Solution

Confirm that the adapter(s) are firmly seated in the PCIe slot, then uninstall the ProtectServer 3 PCIe Access Provider package. Following this, perform a fresh install of the ProtectServer 3 PCIe Access Provider package.

Unix Installation Utility issues

The following issues may occur while using the Unix Installation Utility.

Installation packages not visible

Packages to install or uninstall are not visible while using the Unix Installation Utility.

Solution

If no packages are shown to install or uninstall, close the utility, check that you are logged on as root, and ensure your current directory is on the DVD or directory before running the utility again.

Scrambled display

The screen is confused or does not display correctly while using the Unix Installation Utility.

Solution

This utility relies on the TERM environment parameter when creating colors and measuring screen size, so make sure this is set correctly. The most common values are xterm or vt100. For example, to set TERM to vt100:

# TERM=vt100# export TERM

  • If the screen is confused, run the utility in “plain” mode as follows:

    # ./safeNet-install.sh -p

  • If the size of the terminal is not correctly set by termcap (for example: the headings disappear off the top of the screen), override the screen size with the -s option:

    # ./safeNet-install.sh -s 24x80

  • If using an X system terminal window, do not resize the window while running the utility, as it cannot sense the change.

Backspace key not operating correctly

The backspace key does not operate correctly while using the Unix Installation Utility

Solution

On some terminals, the backspace key does not operate correctly. If, after typing a number and then backspace, the terminal returns “2^H” instead of an actual backspace:

  • Enter the current KILL character (normally ^U) and then enter the desired number (you will need to do this each time a backspace is required)

  • Exit the utility (perhaps with ^C) and use the stty(1) command to correct the erase character before restarting the utility:

    # stty erase ^H

    where ^H is the character created by pressing the backspace key.

    This will fix the problem semi-permanently, for the current session in that terminal

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