CHAPTER 2:
Troubleshooting
The most common problem encountered when 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
for further information.
Known Issues
Problem
Solution
The MSI (Microsoft Installer) application does not
complete installation, or is left in an unstable state.
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.
The system locks up after the HSM Access
Provider device driver package is installed. This
may happen if a prior version of the device driver
exists on the system.
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.
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.
Confirm that the adapter(s) are firmly seated in the PCIe slot,
then uninstall the HSM Access Provider package. Following
this, perform a fresh install of the HSM Access Provider
package.
When operating multiple adapters under Windows
2000 or later, the adapters run slowly or even stall.
Some commands may work correctly on one
adapter, but not the other.
This problem may be resolved by resetting the configuration
data in the host system BIOS.
Simple Fault Diagnosis
Fault Diagnosis Utilities
SafeNet ProtectToolkit 5.4 Installation Guide
007-013682-002 Rev. A 08 January 2020 Copyright 2009-2020 Gemalto
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