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Resolving offline issues in Deep Security Virtual Appliance (DSVA) and Virtual Machines (VMs)

    • Updated:
    • 4 Feb 2016
    • Product/Version:
    • Deep Security 8.0
    • Deep Security 9.0
    • Deep Security 9.5
    • Platform:
    • Windows 2003 Enterprise
    • Windows 2003 Standard
    • Windows 2008 Enterprise
    • Windows 2008 Standard
    • Windows 7 32-bit
    • Windows 7 64-bit
    • Windows Vista 32-bit
    • Windows Vista 64-bit
    • Windows XP Professional
    • Windows XP Professional 64-bit
Summary

Unexpected "offline" status sometimes occurs between the Deep Security Manager (DSM) and Deep Security Virtual Appliance (DSVA).  Offline issues can have numerous causes, which are most of the time related to connectivity, synchronization, and activation.

Details
Public

Before proceeding to the steps below, make sure of the following first:

  • DSM is synchronized with the vCenter server
  • DSM can access or (ping) the DSVA
  • DSVA can ping the DSM. If DSVA sends heartbeat to DSM using DSM hostname or FQDN, DSVA should be able to

Deep Security "offline" status messages should be verified first because sometimes, "offline" issues are being resolved on the next agent heartbeat while the offline message still exists.

  1. Right-click the target computer or Virtual Machine (VM) in the computers list and select Actions > Clear Warnings/Errors to clear up the messages.
  2. Once the warning or error messages are cleared out, right-click the target computer or VM again and select Actions > Check Status to determine the actual status of the machine.
    If checking status did not return any error or warning messages, then it means that the issue has been resolved. The status of the computer or VM should be displaying "Managed (Online)".

    If checking status returned an error or warning message, then it means that the offline issue still persists.

Most of the time, offline issues can be resolved by doing any of the following:

Reboot the DSVA

 
These steps are recommended if the DSVA or the majority of the VMs are offline.
  1. On the DSM console, double-click the target DSVA in the computers list to open the computer's Details window.
  2. If the computer or VM is currently updating, cancel the update process by clicking the Cancel Update button in the computer's Details window.
  3. Run the vSphere Client and log in to the vCenter.
  4. From the Virtual Machines tab, select the DSVA and view the console.
  5. Login by pressing F2 and enter the DSVA password (default password is "dsva").
  6. Select Reboot System then wait for DSVA to reboot.
  7. After rebooting the DSVA, right-click on the target computer or VM again and select Actions > Check Status to determine if the issue has been resolved.

    If checking status did not return any error or warning messages, then it means that the issue has been resolved.
    The status of the computer or VM should be displaying "Managed (Online)".

    If checking status returned an error or a warning message, then it means that the offline issue still persists.

VM Reactivation

  1. On the DSM console, double-click the target VM in the computers list to open up the computer's Details window.
  2. If the computer or VM is currently updating, cancel the update process by clicking the Cancel Update button in the computer's Details window.
  3. In the computer's Details window, click Reactivate button.
  4. After reactivating the VM, right-click on the target computer or VM again and select Actions > Check Status to determine if the issue got resolved.

    If checking status did not return any error or warning messages, then it means that the issue has been resolved.
    The status of the computer or VM should be displaying "Managed (Online)".

    If checking status returned an error or a warning message, then it means that the offline issue still persists.

VM Deactivation/Activation

  1. On the DSM console, double-click the target VM in the computers list to open up the computer's Details window.
  2. If the computer or VM is currently updating, cancel the update process by clicking the Cancel Update button in the computer's Details window.
  3. In the computer's Details window, click the Deactivate button.
    The status of the computer or VM should be displaying "Unmanaged (Activation Required)".
  4. Once the computer or VM got deactivated successfully, click the Activate button.
    If deactivation did not succeed, then there might be a need to redeploy DSVA.
  5. After activating the VM, right-click on the target computer or VM again and select Actions > Check Status to determine if the issue got resolved.

    If checking status did not return any error or warning messages, then it means that the issue has been resolved.
    The status of the computer or VM should be displaying "Managed (Online)".

    If checking status returned an error or a warning message, then it means that the offline issue still persists.

DSVA Reactivation

 
These steps are recommended if the DSVA or the majority of the VMs are offline.
  1. On the DSM console, double-click the target DSVA in the computers list to open up the computer's Details window.
  2. If the DSVA is currently updating, cancel the update process by clicking the Cancel Update button in the computer's Details window.
  3. In the computer's Details window, click the Reactivate button.
  4. Select the DSVA Security Profile.
  5. Select which VMs on the ESX Server you want to protect and then click Finish.
  6. After the reactivation, right-click on the target DSVA again and select Actions > Check Status to determine if the issue has been resolved.

    If checking status did not return any error or warning messages, then it means that the issue has been resolved.
    The status of the computer or VM should be displaying "Managed (Online)".

    If checking status returned an error or a warning message, then it means that the offline issue still persists.

DSVA Deactivation/Activation

 
These steps are recommended if the DSVA or the majority of the VMs are offline.
  1. On the DSM console, double-click the target DSVA in the computers list to open up the computer's Details window.
  2. If the computer or VM is currently updating, cancel the update process by clicking the Cancel Update button in the computer's Details window.
  3. In the computer's Details window, click the Deactivate button.
    The status of the computer or VM should be displaying "Unmanaged (Activation Required)".
  4. Once the DSVA is deactivated successfully, click the Activate button.
  5. Select the DSVA Security Profile.
  6. Select which VMs on the ESX Server you want to protect and then click Finish.
  7. After the activation, right-click on the target DSVA again and select Actions > Check Status to determine if the issue has been resolved.

    If checking status did not return any error or warning messages, then it means that the issue has been resolved.
    The status of the computer or VM should be displaying "Managed (Online)".

    If checking status returned an error or a warning message, then it means that the offline issue still persists.

Resetting DSVA

 
These steps are recommended if the DSVA or the majority of the VMs are offline.
  1. On the DSM console, double-click the target DSVA in the computers list to open up the computer's Details window.
  2. If the computer or VM is currently updating, cancel the update process by clicking the Cancel Update button in the computer's Details window.
  3. Run the vSphere Client and log in to the vCenter.
  4. From the Virtual Machines tab, select the DSVA and view the console.
  5. Login by pressing F2 and enter the DSVA password (default password is "dsva").
  6. Select Reset Appliance, and then wait for DSVA to reboot.
    Resetting the DSVA may cause the current network configuration to be removed, so it is needed to verify first if the network configuration is still intact.  If the network configuration is missing, configure it first before activating the DSVA.
  7. After rebooting DSVA, go back to the DSM console. In the computer's Details window, click the Activate or Reactivate button.
  8. Select the DSVA Security Profile.
  9. Select which VMs on the ESX Server you want to protect and then click Finish.
  10. After the activation, right-click on the target DSVA again and select Actions > Check Status to determine if the issue has been resolved.

    If checking status did not return any error or warning messages, then it means that the issue has been resolved.
    The status of the computer or VM should be displaying "Managed (Online)".

    If checking status returned an error or a warning message, then it means that the offline issue still persists.

DSVA Redeployment

 
These steps are recommended if the DSVA or the majority of the VMs are offline.
  1. On the DSM console, double-click the target DSVA in the computers list to open up the computer's Details window.
  2. If the computer or VM is currently updating, cancel the update process by clicking the Cancel Update button in the computer's Details window.
  3. In the computer's Details window, click the Deactivate button.
    The status of the DSVA after deactivation should be "Unmanaged (Activation Required)".
  4. Once the DSVA is deactivated, run the vSphere Client and log in to the vCenter.
  5. From the Virtual Machines tab, right-click the DSVA and then Power > Power Off.
  6. Once the DSVA is turned off, right-click the DSVA again then click Delete from Disk.
  7. Follow the DSVA deployment steps separately stated below in the Deploying DSVA to the ESX Serversection.

    If the "offline" message still persists, then you should contact Trend Micro Technical Support.

  1. Right-click on the affected ESX host in the computers list (the corresponding "status" column should be "Prepared"), and select Actions > Deploy Appliance to display the DSVA Wizard. Click Next.
  2. Give the Virtual Appiance a name, a datastore, and a folder. Click Next.
  3. The option is given to choose between Thin Provisioned Format, which uses the least amount of disk space, and Thick Provisioned Format, which uses all the allocated disk space (recommended). Select your preferred option then click Finish.
    The VA will now be deployed on the ESX Server.
  4. When the Virtual Appliance deployment is complete, you will be prompted to proceed to the next step, Activating the DSVA. Click Next to continue.
    The Virtual Appliance is now displayed, along with the other Computers, in the vCenter Group in the Computers list.

    Before activating the DSVA, it is recommended to configure its network credentials first and make sure that it can communicate (or ping) to the DSM.

    To configure the network credentials in the VA, please follow these steps:

    1. Log in to the vSphere client.
    2. Select the Virtual Appliance.
    3. View the console.
    4. Press F2.
    5. Log in using the username/password: dsva/dsva.
    6. Select Configure Management Network.
    7. Specify a hostname, IP address, subnet mask, default gateway, and DNS.
    8. Press Enter to save the changes.
  5. Right-click the Virtual Appliance in the Computers list and select Actions > Activate Appliance to display the Activate Deep Security Appliance Wizard. Click Next.
  6. Select the DSVA Security Profile.
  7. Select which VMs on the ESX Server you want to protect and then click Finish.
    The status of the Virtual Appliance will now display "Managed (Online)".
Premium
Internal
Rating:
Category:
Troubleshoot; Deploy; Install
Solution Id:
1058749
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