Troubleshooting

This appendix describes troubleshooting techniques you can use to respond to errors and performance conditions when using the Scanner Appliance.

How can I Test Network Connectivity?

Use a Laptop.  It is recommended that you test network connectivity to the Qualys Enterprise TruRisk™ Platform using your laptop (or other device):

1. Take the laptop to the location where the Scanner Appliance is installed and connect the laptop to the network, using the same network cable and port that is used for the Appliance.
2.  Configure the laptop with the same network configuration that the Scanner Appliance is use (IP address, gateway, DNS server, and so on).
3.  If the connection to the Qualys Enterprise TruRisk™ Platform must pass through a proxy server, configure the laptop’s web browser with proxy information.
4. Open a browser and try to log into your Qualys account. The Qualys Log In page is displayed after a successful connection is made to the Qualys Enterprise TruRisk™ Platform.

Test DNS Name Resolution. You can test DNS name resolution from any machine connected to the same network as your Scanner Appliance. If DNS name resolution is working properly, server information is returned including the server name and IP address. (Note that nslookup is not available on all systems.)

Communication Failure Message

You get a COMMUNICATION FAILURE message if there is a network communications breakdown between the Scanner Appliance and the Qualys Enterprise TruRisk™ Platform.

Why does it happen?

The communication failure may be due to one of these reasons: the network cable was unplugged from the Scanner Appliance, the local network goes down, or any of the network devices between the Scanner Appliance and the Qualys Enterprise TruRisk™ Platform goes down.

When does the message appear?

If there are no scans running on the Appliance - The next time the Appliance sends a polling request to the Qualys Enterprise TruRisk™ Platform, the polling request fails, and then the COMMUNICATION FAILURE message displays.

If there are scans running on the Appliance - The COMMUNICATION FAILURE message displays after the running scans time out. Usually the S1 LED turns off after the scans time out. If this message displays, it is recommended that you use the Qualys user interface to cancel any running scans and restart them to ensure that results are accurate.

How do I know the issue is resolved?

After the root cause is resolved, you get the COMMUNICATION FAILURE message until the next time the Appliance makes a successful polling request to the Qualys Enterprise TruRisk™ Platform. Then you get the Appliance’s IP address - friendly name and you can start scanning using your Appliance.

The COMMUNICATION FAILURE message may not disappear right away. There may be a lag time after the network is restored and before the Appliance is back online, depending on when the next polling request is scheduled. Additional time is necessary for communications to be processed by a Proxy server if the Appliance has a Proxy configuration.

Appliance Network Errors

An appliance network error indicates the Scanner Appliance attempted to connect to the Qualys Enterprise TruRisk™ Platform and failed.

For more on troubleshooting, refer to Scanner Appliance Troubleshooting and FAQs.

The Scanner Appliance is not functional until all errors are resolved. Make sure to resolve the error.