|Resolution||To determine if the IDR is distressed due to a networking, service or hypervisor problem, or an expected outage, check the following. Use the links provided to learn more about each item:|
- Has a deliberate action has been taken that is expected to cause the IDR to be temporarily Distressed:
If so, this is an expected outage.
- Is there a response if you Test the IDR? If not, this is likely a networking or hypervisor problem.
- Check your hypervisor server (VMWare or Hyper-V). Is the hypervisor itself or the IDR's VM, in a stopped or stopping state, or running out of resources (CPU, memory, etc) or in any other undesirable state? If so, this is a hypervisor problem.
- If all looks well on the hypervisor, this is likely a networking problem.
- Is there a response when you Test the IDR, but not all services are in running state? All services should be running, except possibly the two below:
If either of the above services are not in running state when they should be, or if any other services are not in running state, there is a services problem.
Now, go to the appropriate section below for suggested troubleshooting tasks, based on your conclusions from the above questions.
- Check if any recent network changes or Cloud Authentication Service configuration changes could have introduced a problem. Examine any such changes for errors. Is more than one IDR affected? Cloud and IDR connectivity requirements are documented in the following RSA Link locations:
- Read Identity router status changed to distressed after reboot in RSA SecurID Access
- Read the Cloud Authentication Service's page on RSA Link for notifications of maintenance or outage that may be impacting connectivity between the Cloud and IDRs (RSA Link login required).
- Are there currently any network outages in your organization's network, or that of your organization's ISP?
- Can you access the IDR's setup.jsp pages? If so:
- If SSH was previously enabled for the IDR, can you access the IDR by SSH?
- Note that if SSH was not previously enabled, you will not now be able to enable it until the network problem is fixed.
- If the IDR is completely unreachable by setup.jsp and SSH:
- Can you access the network settings page in the Identity Router VM console? If so, check if the settings there are correct and if not, adjust accordingly.
- If there is no means to access the IDR, or if adjusting network settings in the IDR VM console doesn't help, you can stop and restart the IDR's VM (from the hypervisor) to see if that fixes the problem.
Follow these steps to gather data and pass it to RSA Support:
- Set the Identity Router Logging Level to Debug, then wait 5 minutes for internal IDR logging to capture activity.
- If you need to resolve the issue as quickly as possible (rather than referring it to RSA Customer Support first), you can try one or more of the following to see if they fix the problem:
- Restart services on the IDR
- Reboot the IDR.
- From the hypervisor, shutdown then restart the IDR's VM (recommended only as a last resort)
Make a note of which of the above were done, the date and time they were done (with timezone) and the outcome (fixed or did not fix the problem).
Note that if you decide to later refer the matter to RSA Support, these actions will make it less likely that RSA will be able to determine root cause of the issue.