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KB10172 - Common issues encountered during initial setup of the Pulse Connect Secure

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Last Modified Date8/2/2015 10:26 PM
Synopsis
During initial setup it is possible that you will encounter problems. This article attempts to list the most common and how to correct them.
Problem or Goal
Symptoms & Errors:
  • PCS does not turn on.
  • No Serial Console output or Serial Console producing garbage characters.
  • BIOS errors
  • Console displaying 99 or FF, or IVE OS fails to boot.
  • Serial console reports Down code=0x1, Down code=0x2, or no traffic flows
  • Web GUI doesn’t come up but traffic flows through internal port
  • Dead Fan(s)
Cause
Solution

Troubleshooting Common Setup Errors:


PCS does not turn on
  1. Check the power switch on the back of the PCS power supply is set to the on position.
  2. Check the voltage switch on the back of the PCS power supply. 110 for US 220 for Europe.
  3. Hold power button on front of box for 10 seconds then press it again.
  4. Try a known good power cord.
  5. Plug the power cord into a known good outlet.
  6. Contact Pulse Secure TAC for assistance with an RMA. (KB9866 - What is an RMA?)

No Serial Console output or Serial Console producing garbage characters.
  1. Check to make sure you are using a null modem cable or a serial cable with a null modem adapter at one end.
  2. Check that the serial port is setup correctly, speed of 9600 bits per seconds, 8-bit, no parity, 1 stop bit and flow control "none"
  3. Try a known good Null modem cable.
  4. Contact Pulse Secure TAC for assistance with an RMA. (KB9866 - What is an RMA?)

BIOS errors, Console displaying 99 or FF, or IVE OS fails to boot.
  1. If you use a FIPS 3000 or 5000 make sure the card reader is properly connected.
  2. If you use a PCS-6000 make sure all Hot swappable components, specifically the hard drives are properly seated. You may want to re-seat all of the components to ensure proper seating.
  3. Watch the serial console if you receive the prompt to choose a configuration attempt rolling back or doing a factory reset. A factory reset will cause the loss of all data but it usually allows you to get the PCS back to a working state.

Serial console reports Down code=0x1, Down code=0x2, or no traffic flows
Down code=0x1 indicates the port was not able to establish any communication.
Down code=0x2 indicates the port was not able to establish communication with the gateway.
  1. Check your IP settings, make sure the IP, subnet mask, and gateway are in the same subnet.
  2. Check to make sure you do not have an IP address conflict.
  3. Re-seat the cable associated with that port.
  4. Try a different cable.
  5. Try a different port on the switch, firewall, or router.
  6. Try a different switch, firewall, or router.

Web GUI doesn’t come up but traffic flows through internal port
  1. Try creating a super admin session. The default logins may have been disabled. This can be checked under Signing in > Sign-in policies.
  2. Try a rollback.
  3. Try a factory reset.
  4. If you have SCP available to you (this is part of the SSH suite) take a snapshot and download it using SCP.

Dead Fan(s)
  1. Contact Pulse Secure Support for an RMA (SA-6000 this part only will be RMAed. The process is the same for malfunctioning Hard Drives and Power Supplies).
Related Links
Attachment 1 
Created ByData Deployment

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