000038489 - RSA Archer VMs hosted in Amazon AWS EC2 cloud lose all network connectivity due to Amazon Elastic Network Adapter (ena)

Document created by RSA Customer Support Employee on Feb 20, 2020
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Article Number000038489
Applies ToRSA Product Set: RSA Archer
RSA Product/Service Type: RSA Archer (SaaS)
RSA Version/Condition:
  • Archer web and services servers suddenly cannot communicate with the VM running the Archer instance database. 
  • An error is logged by all Archer services indicating that the Archer database server does not exist on the network, cannot be found on the domain, or is no longer available. The following error can be found in the Archer logs:

(provider: TCP Provider, error: 0 - The specified network name is no longer available.)


  • Also, the Amazon AWS EC2 cloud monitor may indicate a warning or fault on the VMs hosting one or more of the Archer VMs.
  • It may no longer be possible to remote into the Archer VM(s).
  • After sending the command to reboot the VM from AWS Cloud console. The following errors are found in the Windows Server EventLog of the Amazon AWS VMs after the VM becomes reachable.

Amazon Elastic Network Adapter : Timed out during an operation.

Amazon Elastic Network Adapter : The network adapter failed to reset within a specified time, which could  be caused by a hardware failure. The network adapter will continue to try to reset.

NtpClient was unable to set a domain peer to use as a time source because of discovery error

This computer was not able to set up a secure session with a domain controller in domain {DOMAINNAME} due to the following:
There are currently no logon servers available to service the logon request.
CauseThe issue is caused by the Amazon Elastic Network Adapter driver.
ResolutionUpgrade Amazon Elastic Network Adapter (ENA) driver on all Archer Amazon AWS VMs.    https://docs.aws.amazon.com/AWSEC2/latest/WindowsGuide/enhanced-networking-ena.html#ena-adapter-driver-versions