How to troubleshoot Scanner Appliance from Security Center?

 

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:

  1. Login to Security Center.
  2. Click Scanner appliance
  3. 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:
          • 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.
      • 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.
  1. Click on maintenance icon mceclip2.png  for the scanner that you want to troubleshoot.
  2. 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.
    • 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
  • 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: mceclip1.png
  • If there is another issue then please contact the support at support@holmsecurtiy.com.

6. Done! 

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