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KB40059 - Getting Started With Pulse One

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Last Modified Date10/4/2015 8:02 PM
Synopsis

This article provides basic troubleshooting tips and solutions to common issues that can occur when getting started with Pulse One.

Problem or Goal
Cause
Solution

Common issues encountered when registering a Pulse One appliance

Issue:
I cannot login to the Pulse One console with my administrator account.

Solution:  
Verify that the correct username is being entered when logging onto the Pulse One management portal.  The administrator username may be different from the email address you used to register your account with Pulse One.  If you are unable to authenticate after confirming your account info, try resetting your password, or contact Technical Support who can verify that the username exists in the domain and/or can reset the password if necessary.

 

Issue:
Registration of an appliance with Pulse One fails with an error message.  ("Appliance" refers to a Pulse Connect Secure or Pulse Policy Secure device.)

Solution:
 
  • Verify that the MTU size configured on the appliance's port that communicates with Pulse One is set correctly. From the appliance, go to Network > Internal Port > Settings or Network > Management Port > Settings depending on the port being used.*  If the MTU size on the appliance's port is set too high (> 1500) the appliance may not be able to make outbound connections.  
  • Verify that the appliance has access to the Internet from it's internal port. To do this, go to Troubleshooting > Tools > Commands. Select Ping as the command and ping a server on the Internet that is known to respond to icmp requests.*
  • Verify that the appliance can resolve the host name of the Pulse One registration server by going to Troubleshooting > Tools > Commands > NSLookup and run a query for the host name of the Pulse One server. If your appliance is configured with a DNS server that only resolves hosts on your internal corporate network you will need to configure a second DNS server that can resolve Internet host addresses or add an add an entry in the appliance's host table by going to Configuration > Network > Hosts.  
*An appliances connects to Pulse One from its internal or management port so access to the Internet from this port is necessary.  
**As a security measure, the Pulse One Registration Host does not respond to ICMP requests so it is expected to see 100% packet loss when pinging it.  


Issue:
When registering an appliance with Pulse One, the Notification Channel Status indicator in the appliance's Configuration > Pulse One > Settings panel does not stay green to indicate that registration was successful. 

Solution:

  • On the appliance, go to the Status > Overview  panel. Verify that the appliance's system clock is accurate within one minute.  It is recommended to configure a reliable NTP server to insure the clock stays accurate.  For security reasons, Pulse One only allows for a time skew of 60 seconds or less between its own clock and the clock set on the appliance.
  • Verify that the appliance has Internet connectivity to Pulse One. 


Issue:
If the link between the appliance and Pulse One goes down, once connectivity is restored, the status indicator for Pulse One connectivity on the appliance does not change to "online" right away.

Solution: 
In the event that the link goes down between the appliance and Pulse One it may take up to 15 minutes for the status to change to "online".


Issue:
When a user requests to reset their Pulse One password there is no password reset email sent.

Solution:
Check your spam or clutter folder in Outlook for the message and/or configure your email settings so that messages from Pulse One get delivered to your inbox.  

Related Links
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Created ByFelipe Acusa

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