Troubleshooting

The following table lists error messages that might appear during the procedures described in this guide.

Problem Cause Solution

Problem	Cause	Solution
`nfkminfo.exe` reports `!Usable State = unchecked`	Module does not have a valid Security World loaded.	Reload the Security World onto the HSM Refer to the HSM User Guide for full details. Ensure that you have the Administrator Card quorum and passwords. Place the HSM into Initialisation mode and run the `new-world` command.
`nfkminfo.exe` reports `!Usable State = foreign`	Module does not have the correct world file. The world file is from an unrecognized Security World. The world file in the `C:\ProgramData\nCipher\Key Management Data\local` directory is incongruous to the Security World loaded onto the HSM.	Ensure that you are using the correct world file. If you are using multiple Security Worlds in your environment, you must ensure that you use the appropriate Security World file that corresponds to the Security World loaded on the HSM. For help with using multiple Security Worlds, contact Entrust nShield Support, https://nshieldsupport.entrust.com. [NOTE] Access to the Entrust Support Portal is available to customers under maintenance. To request an account, contact nshield.support@entrust.com.
nShield Edge only When using an nShield USB attached Edge HSM, the Edge is not reported as available or is reported as failed.	This is due to an outdated USB driver used by the nShield Edge.	Open a command window as an Administrator and navigate to `%nfast_home%\bin`. Run `nc_hsc.exe` to restart the hardserver service. The driver can be updated from the FTDI website.
nShield Edge only When you run `enquiry`, nShield Edge reports hardware Status as `unsupported Driver`	nShield Security World Version 12.xx and newer expects to be able to read the HSM Hardware status (error codes). The Edge does not support this function and therefore responds with the `unsupported driver` hardware status.	This has no impact on the HSM nor Security World and can safely be ignored. No remedial action is required.

nfkminfo.exe reports !Usable State = unchecked

Module does not have a valid Security World loaded.

Reload the Security World onto the HSM Refer to the HSM User Guide for full details. Ensure that you have the Administrator Card quorum and passwords. Place the HSM into Initialisation mode and run the new-world command.

nfkminfo.exe reports !Usable State = foreign

Module does not have the correct world file. The world file is from an unrecognized Security World. The world file in the C:\ProgramData\nCipher\Key Management Data\local directory is incongruous to the Security World loaded onto the HSM.

Ensure that you are using the correct world file. If you are using multiple Security Worlds in your environment, you must ensure that you use the appropriate Security World file that corresponds to the Security World loaded on the HSM.

For help with using multiple Security Worlds, contact Entrust nShield Support, https://nshieldsupport.entrust.com.

[NOTE] Access to the Entrust Support Portal is available to customers under maintenance. To request an account, contact nshield.support@entrust.com.

nShield Edge only

When using an nShield USB attached Edge HSM, the Edge is not reported as available or is reported as failed.

This is due to an outdated USB driver used by the nShield Edge.

Open a command window as an Administrator and navigate to %nfast_home%\bin. Run nc_hsc.exe to restart the hardserver service.

The driver can be updated from the FTDI website.

nShield Edge only

When you run enquiry, nShield Edge reports hardware Status as unsupported Driver

nShield Security World Version 12.xx and newer expects to be able to read the HSM Hardware status (error codes). The Edge does not support this function and therefore responds with the unsupported driver hardware status.

This has no impact on the HSM nor Security World and can safely be ignored. No remedial action is required.