Troubleshooting

This guide covers the following HSMs:

  • nShield Edge

If the nShield Edge does not function as expected, check the symptoms against the following conditions and try the suggested action. If these actions do not solve your problem, contact https://nshieldsupport.entrust.com.

None of the LEDs are lit

The nShield Edge is not receiving power. Check that the USB cable is undamaged and connected to the nShield Edge and computer. Try another USB port on the computer.

The Mode LED is amber or red

The nShield Edge is not in the Operational (O) mode. Press the Mode button to select the Operational mode, and then press and hold the Clear button for a couple of seconds. Wait a few seconds before using the nShield Edge.

The Status LED is flashing irregularly and the nShield Edge is unresponsive for more than a few minutes

The nShield Edge has encountered an error. Disconnect the nShield Edge, wait a few seconds, and then reconnect it.

The Security World Software does not detect the connected nShield Edge

Disconnect the nShield Edge, wait a few seconds, and then reconnect it.

Run the enquiry command. If the command output says that the module is not found, restart the hardserver by following the instructions in the User Guide for your HSM.

Upgrading the firmware

If you are instructed to upgrade firmware of the nShield Edge, see the User Guide for your HSM for instructions.