You can directly troubleshoot Scanner Appliance from the Security Center portal in an easy, efficient and intelligent way both for you and for Holm Security.
How to proceed the troubleshooting:
- Login to Security Center.
- Click Scanner appliance
- Check the connectivity for the appliances.
- If it says OFFLINE or NEVER CONNECTED then Press on it and do a connectivity test.
- When you press on the “Never Connected” icon you can check :
- Connectivity status (e.g. last connected to scanner appliance API) with a direct link to an article where you can see in more details how to run a connectivity test.
- Firewall settings: here you can check the firewall and network access settings on the scanner appliance are correct.
There will be even a direct link to an article where you can find what are the firewall settings for scanner appliance. - Confirm registration:
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- Make sure that you are using a new token.
- When setting up the appliance, do not clone an existing instance. Do a fresh install.
- Confirm that the Scanner Appliance is registered.
You will even find a direct support article link where you can see how to re-register and existing scanner appliance.
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- Contact Support : If none of the previous troubleshooting steps solved your issue and wish to get help with resolving it then please contact us at support@holmsecurity.com or press on How do I contact support.
Please make sure to include the following information to speed up the troubleshooting process:-
- Hypervisor vendor and version
- Name of the Scanner Appliance image
- A screenshot of the latest connectivity test
- Scanner Appliance health data shown below the last step.
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- Click on maintenance icon
for the scanner that you want to troubleshoot. - Choose the issues you are experiencing:
- Scanner appliance is not booting.
- Validate checksum:
- Verify that the checksum of the downloaded image is correct, follow the article attached below to see how to validate the checksum.
- If you are using VMware then check the second article.
- Validate checksum:
- Scanner appliance is not booting.
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- If none of them helped then please contact the Holm Security support
- Scanner appliance has stopped to work.
- Try to rebooting the scanner appliance to re-establish the connection.
Follow the article attached below to see how to reboot the scanner appliance. - Hardware status, here you can check the hardware status (e.g. Disk average and memory average.
- Connectivity status (e.g. last connected to scanner appliance API)
- If none of the previous troubleshooting steps resolved the issue then please contact the support and make sure to include the information to speed up the troubleshooting process:
- Hypervisor vendor and version
- Name of the Scanner Appliance image
- A screenshot of the latest connectivity test
- Scanner Appliance health data, shown below
- Try to rebooting the scanner appliance to re-establish the connection.
- If the scans do not run properly: Run a connectivity test from the Scanner Appliance console, as offline appliances can cause scans to not run.
Follow the article attached below to see how to run a connectivity test.:
https://support.holmsecurity.com/hc/en-us/articles/360009331920 - If the scanner appliance is not connecting: please go back to check number list 3 in this article.
- If any of the previous steps helped resolve the issue then press:
- If there is another issue then please contact the support at support@holmsecurtiy.com.
6. Done!
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