Support and Maintenance

If Entrust becomes aware of a security issue affecting nShield HSMs, Entrust will publish a Security Advisory to customers. The Security Advisory will describe the issue and provide recommended actions. In some circumstances the Security Advisory may recommend you upgrade the nShield firmware and/or nShield Connect image file. In this situation you will need to re-present an ACS quorum to the HSM to reload a Security World. The HMS may need upgrading in the field. Consider this when you are deploying the HSM and include the upgrade procedure in the maintenance documentation.

To see announcements made on a new nShield Security Advisory, we recommend that you regularly check the nShield Announcements & Security Notices section of the Entrust nShield Support Portal.

To maintain protection against threats that occur in the system environment operating systems and applications should be updated in accordance with a patching policy as described in Patching Policy.

The nShield Connect contains only two user-replaceable parts:

Replacing a PSU or fan tray module does not affect FIPS 140-2 validations for the nShield Connect, or result in a tamper event. However, in the very rare event that a PSU or fan tray module requires replacement, contact Support before carrying out the replacement procedure.

For more information about replacing either a PSU or the fan tray module, see the Installation Sheet that accompanies the replacement part or the Physical Security chapter of the Connect User Guide.

If the product has to be moved for maintenance then all movement should occur in accordance with the HSM and Card Reader Location. Similarly, if the Connect is stored before or after maintenance, then, it should be stored in accordance with the guidance outlined in Environment.

The fan and battery can be replaced should either malfunction or the battery has reached the end of its useful life. Replacing the battery and/or fan whilst the card is powered down will not cause a tamper of any sort. See Physical Security for guidance on tamper events. The replacement procedure is described in the Solo Installation User Guide.

If the product has to be moved for maintenance then all movement should occur in accordance with the HSM and Card Reader Location. Similarly, if the Solo XC is stored before or after maintenance, then, it should be stored in accordance with the guidance outlined in Environment.

Firmware upgrades of the module are only allowed when the module is in maintenance mode. Refer to the Installation and User Guides for more information on setting the module into maintenance mode.

In the event of problems with the nShield HSM refer to either:

If the problem cannot be resolved contact support.

To obtain support for your product, visit https://nshieldsupport.entrust.com/.