Black Box ET0010A User Manual

ETEMS Troubleshooting

224

EncrypTight User Guide

Symptoms of ETEMS’s inability to 

communicate with an appliance are:
• Status indicator of 

.

• “Operation failed” result when 

putting a configuration to an 

appliance, refreshing status, or 

comparing configurations.

• Unsuccessful software upgrade.

• Check physical connectivity to the appliance’s management 

port (proper seating of the RJ-45 Ethernet cable).

• Verify that the management IP address is the same in 

ETEMS and on the appliance. Refresh the appliance status, 

and then compare configurations (Tools > Compare 

Config to Appliance). 

• The connection between ETEMS and the appliance has 

timed out. Check the timeout setting (Edit > Preferences) 

and adjust if necessary.

• Check for a password mismatch between the appliance and 

ETEMS. Refresh the appliance status, and then look at the 

resulting error message or ETEMS log for a failure 

description. If the message indicates an invalid password, 

update ETEMS with the appliance password. 

• If IPSec is enabled on the management port, disable it and 

then disable the IPSec client. Verify that you can 

communicate with the appliance when IPSec is disabled. If 

not, check the preceding items to resolve the problem. If 

you can successfully establish communication with IPSec 

disabled, ensure that the IPSec client configuration matches 

the appliance’s IPSec management port configuration. 

Enable IPSec on the management port and enable the 

IPSec client. If this does not fix the connectivity problem, 

see your system administrator or contact Customer 

Support. 

Unable to communicate with 

appliance via xml-rpc. Connection 

timed out. 

Possible causes are: 
• Appliance is unplugged or powered off.
• Appliance is rebooting.
• Communication timeout value is set too low (Edit > 

Preferences).

• When managing ETEPs, TLS must be enabled in ETEMS. 

To check the TLS setting, go to Edit > Preferences > 

ETEMS > Communications and select Use TLS for XML/

• When using trusted hosts on the ETEP, if you type the 

management station IP address incorrectly, EncrypTight will 

be unable to communicate with the ETEP. To recover, use 

SSh to log in to the CLI (Tools > Ssh). Log in as the ops 

or admin user, and at the command prompt type configure 

to enter configuration mode. From the config> prompt, 

type disable-trusted-hosts to disable the trusted hosts 

entries for the ETEP.

The appliance can communicate 

with the management station but is 

unable to respond to a request. 
The following error message may be 

displayed: Appliance returned 

an unknown status code [-

1].

• Retry the operation. The appliance may have been in a 

transitional state and is now up and operational.

• Connect to the appliance’s CLI. Check for messages that 

provide an indication of the appliance’s status.

• Reboot the appliance from the CLI. After the appliance has 

rebooted, refresh the status.

• If the above steps fail to clear the message, contact 

customer support.