Chapter 3
Troubleshooting
Overview
The most common problem encountered with installing the SafeNet ProtectServer
PCIe HSM is that the device driver is not loaded or functioning correctly.
Should you encounter any difficulties, first check that you have followed all the
installation instructions in this manual and the
HSM Access Provider Installation
Guide
. The information provided below may be of further assistance. If you still
cannot resolve the issue, please contact your supplier or SafeNet Support. See the
Preface
for further information.
Known Issues
Problem
The MSI (Microsoft Installer) application does not complete installation, or is left in
an unstable state.
Solution
This fault can occur if there are no free IRQs that can be assigned to the device. Make
sure the device is assigned an IRQ. The IRQs assigned to devices are usually
displayed when a system is powered up.
Problem
The system locks up after installation of the HSM Access Provider device driver
package. This may happen if a prior version of the device driver exists on the system.
Solution
1.
Power down and remove the adapter.
2.
Power up.
3.
Uninstall all versions (old and new) of the HSM Access Provider / device
driver package.
4.
Power down and re-install the adapter.
5.
Power up and reinstall the HSM Access Provider package.
Problem
Following re-installation of a previously removed adapter or the addition of another
adapter, the device driver cannot find the device or an adapter is not responding.