000037179 - RSA NetWitness Dell appliance is stuck during boot with an "Initializing firmware interfaces..." message

Document created by RSA Customer Support Employee on Mar 20, 2019
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Article Number000037179
Applies ToRSA Product Set: NetWitness Logs & Network, NetWitness Endpoint
RSA Product/Service Type: Core Appliance
RSA Hardware: Dell Server
IssueWhen booting an RSA NetWitness Dell appliance it hangs with the error message below.

Initializing firmware interfaces...

Attempting to get into the Dell Server BIOS System Setup menu [F2] or the BIOS Boot Manager [F11], or attempting to set the appliance to boot from a hard disk via the iDrac still results in the appliance hanging with the same message.
CauseDell servers pull information about each device to which it is connected or has in its system and can hang during this process.
ResolutionTry the solutions below to troubleshoot the issue.
  • Sometimes leaving the Dell Server for as long as 45 minutes, then the server will get past this message. Not a preferred solution, continue with the other below actions.
  • Disconnect all USB devices connected to the server, in particular any USB drives. Also remove any USB keyboard and mouse, they can be reconnected after getting past the message.
  • Power off the Server and unplug both power cables from the power supply units (PSUs).
    Hold the power button down for 20-seconds to clear any residual current (trickle charge) from the motherboard. Re-connect the power cables and boot. This clears the motherboard cache that may prevent the server from getting past this message.
  • If there is any newly inserted PCIe card in the server then remove those cards, and try boot. A faulty PCIe card, or a card unqualified by Dell can prevent the server from getting past this message.
  • Dell has updated the server firmware to reduce the occurrence of this message. Update the Dell Server (BIOS, iDrac, PERC) firmware to the latest approved for RSA NetWitness Dell Servers.
NotesFor details on the latest firmware version for each Dell Server type and instructions on how to update, refer to article entitled RSA NetWitness Availability of BIOS & iDRAC Firmware Updates.