Troubleshooting
Go through the following solutions to help troubleshoot the errors:
Why do I see an Activation Code?
The Scanner Console displays ACTIVATION CODE in some cases:
- You powered on the Scanner before entering the Activation Code using the Qualys Enterprise TruRisk™ Platform. Click here for the activation steps
- You entered the wrong Activation Code using the Qualys Enterprise TruRisk™ Platform, meaning the scanner has another activation code.
- You entered the Activation Code following the activation steps but used the wrong Qualys Enterprise TruRisk™ Platform. For example, the Scanner is licensed for US Platform 1 instead of US Platform 2.
Communications Failure Message
The COMMUNICATION FAILURE message appears if there is a network breakdown between the scanner and the Qualys Enterprise TruRisk™ Platform.
The communication failure may be due to one of these reasons:
- Local network goes down
- Internet connectivity is lost for some reason
- Any of the network devices between the scanner and the Qualys Enterprise TruRisk™ Platform goes down
The sequence of events following a network breakdown:
-
If no scans are running on the scanner:
The next time the scanner sends a polling request to the Qualys Enterprise TruRisk™ Platform, the polling request fails, and then the COMMUNICATION FAILURE message appears. -
If scans are running on the scanner:
The COMMUNICATION FAILURE message appears after the running scans time out. In this case, it is recommended that you cancel any running scans and restart them to ensure that the results are accurate.
Appliance Network Errors
An appliance network error indicates the Scanner attempted to connect to the Qualys Enterprise TruRisk™ Platform and failed. For details on troubleshooting and a list of possible errors, please visit Scanner Appliance Troubleshooting and FAQs.
The scanner does not function until the error is resolved.
Once the network breakdown is resolved, you'll see the scanner-friendly name and IP address, and you can start new scans.
The COMMUNICATION FAILURE message remains until the scanner makes a successful polling request to the Qualys Enterprise TruRisk™ Platform the next time.
Depending on when the subsequent polling request is scheduled, there may be a lag time after the network is restored and before the scanner is back online. Additional time is necessary for communications to be processed by a Proxy server if the scanner has a Proxy configuration.