Network Security QGSA-5120-A1, User Manual

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Troubleshooting
Appliance Network Errors
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How do I know the issue is resolved?
After the root cause is resolved, you’ll see the COMMUNICATION FAILURE message until the
next time the Appliance makes a successful polling request to the Qualys Cloud Platform.
Then you’ll see the Appliance’s IP address - friendly name and you can start scanning
using your Appliance.
Note - 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 Cloud Platform and failed.
Important! The Scanner Appliance is not functional until the error is resolved. Make sure
to resolve the error.
Error Solution
LAN/WAN Errors
no CARRIER on LAN interface This error appears when attempting to configure proxy or
personalization while the LAN network cable/port is
disconnected. Check that the LAN port is connected.
no CARRIER on WAN interface This error appears when attempting to configure proxy or
personalization while the WAN network cable/port is
disconnected. Check that the WAN port is connected.
LAN has no IPv4 address Check that the LAN cable/port is connected. If configuring
LAN for DHCP-IP assignment, make sure the DHCP server is
accessible and functional.
WAN has no IPv4 address Check that the WAN cable/port is connected. If configuring
WAN for DHCP-IP assignment, make sure the DHCP server is
accessible and functional.
LAN has no DNS servers Check that the LAN interface has valid DNS servers
configured.
WAN has no DNS servers Check that the WAN interface has valid DNS servers
configured.
LAN DNS can’t resolve QG URL Ensure the LAN’s configured DNS servers can resolve the
Qualys Platform URL. See
www.qualys.com/platform-
identification/ for platform URLs.