Troubleshooting Linux Server

This section helps you troubleshoot the common problems that you might encounter while using certificate server functionalities for Linux servers. This guide will give more troubleshooting processes on server addition, deletion, import, export, push, bind, rollback, and other actions associated with Linux servers.

Issues in Linux Server Addition using AppViewX UI

Error Message Possible Cause Possible Solution
Device Name already exists. A device with the same name already exists in inventory. Check the Device name, it should be unique.
Details incorrect Some of the mandatory fields might be missing or might be invalid. Add all the valid information in the mandatory section.

Issues in Communicating to Linux Server

Error Message Possible Cause Possible Solution
Device name cannot be null or empty. Device name is empty. Provide device name as it is a mandatory field.
Invalid device name. Device Name is not valid. The Device name can contain only alphanumeric characters, '-' , '_' , '.' , '*' , '|' , '!' and spaces.
Device IP/FQDN cannot be null or empty. Device IP/FQDN is empty. Provide device IP/FQDN as it is a mandatory field.
Invalid device IP/FQDN address. IP/FQDN address is not valid. Provide valid IP/FQDN address.

Communication to <ip/fqdn> has failed.

Caused by: java.io.IOException: Unable to authenticate with password, keyboard-interactive and publickey methods

Possible Remediations:

1. Kindly check the credentials provided.

 Password of the device added might be wrong. Click on the device name on the Inventory Page. Update the correct password and click Save.

Communication to <ip/fqdn> has failed.

Caused by: java.net.SocketException: Network is unreachable (connect failed)

 IP/FQDN provided is not reachable. Check manually by establishing a SSH session to the target device with the provided IP/FQDN.

Communication to <IP/FQDN> has failed.

Caused by: java.net.ConnectException: Connection refused (Connection refused)

Possible Remediations:

1. Kindly check the SSH Port configurations.

2. Kindly check the firewall settings

 Problem with port configuration. Check if the configured port in the device addition page is correct.

Communication to <IP/FQDN> has failed.

Caused by: java.io.IOException: Key exchange was not finished, connection is closed.

 Problem with SSH key handshake. Request to check the ciphers, key and HMacs configured in the target device and ensure AppViewX SSH-plugin supports the same.

Issues in Accessing the Server

Issues with accessing servers can occur while communicating with servers or discovering or fetching configuration files. These errors can be collected either from logs, API responses or can be seen in the status field for that particular server.
Error Message Possible Cause Possible Solution
Sudo Access failure Linux Commands execution with sudo fails. Verify if the system has the correct sudo setup.
dzdo Access failure Linux Commands execution with dzdo fails. Verify if the system has the correct dzdo setup.
Permission denied for file/location.

  1. File might not be present in the avx environment.

  2. User might not have permission to read in the given source location.

  3. Device communication might not be established when service has started.

  1. Check whether someone deleted the file from AppViewX environment.

  2. Verify if read permission is given for the location.

  3. Verify the device connection and restart the service.

Issues in Credential List

Error Message Possible Cause Possible Solution
Invalid details Mandatory credential details are missing. Provide all the mandatory details to store the credential.
credentials already exist. Credential List with the same name already exists. Provide a unique name to each credential list.
Invalid file format. Accepted formats are .pem and .txt The Identity Key file uploaded does not have the correct format. Provide key file with correct format (.pem or .txt)

Issues in Managed Server

Error Message Possible Cause Possible Solution
The selected devices are managed. The operation cannot be performed. Device cannot be managed because it is already in the managed state. Unmanage the device(s) in the managed state before performing action.
Device with inprogress status cannot be updated Update action cannot be performed on a device in an in-progress state. Wait for the device to be resolved to a state before performing action.

Issues in Unmanaged Server

Error Message Possible Cause Possible Solution
The selected devices are already unmanaged. The operation cannot be performed. Device cannot be unmanaged because it is already in the unmanaged state. Manage the device(s) that is in unmanaged state before unmanaging it again.
Fetch config not allowed for Unmanaged devices Fetch config operation is only allowed on the devices which are in managed state. Manage the device(s) that is in an unmanaged/inprogress state before unmanaging it again.
Device with inprogress status cannot be updated Update action cannot be performed on a device in an inprogress state. Wait for the device to be resolved to a state before performing action.

Issues in Import Server

Error Message Possible Cause Possible Solution
Invalid file type. Please select a valid file format (csv / xlsx / xls). File type uploaded is not in expected format. Supported file types are csv/xls/xlsx only. Check for the uploaded file extension.
Maximum five files allowed, please delete any completed file. In file history of import page maximum 5 files can only be maintained. Delete any of the parsed/completed files to upload a new one.

Issues in Export Server

Error Message Possible Cause Possible Solution
Exception while exporting

  1. General failure - Unable to create file on the local system due to permission issue.

  2. Unable to fetch device list from the database.

  1. Provide access to be able to create the file on the local system. (For example, check the directory where it is trying to export and give access to AppViewX for that directory.)

  2. Make sure the database is running and has correct data.

Issues in Config Fetch

Error Message Possible Cause Possible Solution
Communication to <IP/FQDN> has failed. Device communication has failed due invalid credentials / SSH Port. Verify the input details and check device status error messages in the Issues in Communicating to Linux Server section.

Issues in Certificate Discovery

Error Message Possible Cause Possible Solution
Please provide information as required

  1. Discovery name is not given or length is less than 2 characters.

  2. Interval between batches info. is missing when execution type is sequential.

  1. Enter a valid name with a minimum of 2 characters.

  2. Provide a time interval between batches in minutes.
Please select a device No device is selected in the “Discover By” section. Select at least one device to discover certificates from.

Issues in CSR generation

Error Message Possible Cause Possible Solution
Problem while generating csr on target server

General Failure -

SSH/SFTP communication failure

 Provide correct credentials and make sure device communication is successful.
Invalid key type specified in the request Given key type might not be supported by open SSL in the target machine. Provide valid key type.
Problem while generating csr on the target server. Location might not have permission. Check the permission and provide it.
CSR and Private key has been failed Open SSL configuration might be wrong in the target machine. Check and correct open SSL configuration in the device.
CSR generation got failed User has restricted access to the path configured for the “CSR FileName” and “Key File name” Kindly ensure the user configured for device addition has read/write access to the path configured.

Issues in Push and Rollback

Error Message Possible Cause Possible Solution
Unable to initiate request.

  1. Pushing to device when certificate is unavailable, i.e, in a new state.

  2. Previous work order is in progress and not completed.

  3. AppConnector might not be in sync.

  1. Push to device after certificate has been retrieved from CA.

  2. Initiate push after previous work order is finished.

  3. Synchronize the AppConnector and retry.
Unable to initiate request, template is in disabled state Given workflow is not in enabled state Enable the push/rollback workflow from the Workflow section.
User is not authorized User does not have required permissions to push to the device. Retry after getting the access for required action.
Private key content is unavailable. Private key content is not available for the certificate. Private key is mandatory for the certificate to be pushed.
Application connector(s) not found Application connector info was not found. Provide the correct connectorId if not pushing using AppViewX UI.
Request associated with the application connector is in progress Previous work order is in progress and not completed. Initiate this request after the previous work order is finished.
Push not triggered or succeeded or No existing data available for backup process. Rollback couldn’t proceed because push was not successful. Only successfully pushed certificates can be rolled back.
Certificate not found. Pushing to device when certificate is unavailable, i.e, in a new state. Push to device after certificate has been retrieved from CA.
Certificate Push failed User has restricted access to the path configured to push the certificate in the application connector Kindly ensure the user is configured while device addition has the read/write access to the path configured in application connector to certificate push.
PrivateKey in device push invalid “Private key in Device” is enabled in application connector, but key is not available in device. Ensure to enable “Private key in Device” attribute in application connector, if the certificate does not have the key and the certificate is generated using CSR gen option from Device.