KB_160121: What to do when your IDENTIKEY (Virtual) Appliance cannot contact the VASCO Service Center5/19/2017 12:31:12 PM
When attempting to upgrade the IDENTIKEY (Virtual) Appliance via the online update wizard, found in the Appliance Configuration Tool, the wizard needs to contact the VASCO Service Center (sc.vasco.com).
This article describes how to troubleshoot this.
There are a few instances where the IDENTIKEY (Virtual) Appliance may need to contact the VASCO Service Center, such as when attempting to upgrade the appliance to the latest version.
There are two ways the IDENTIKEY (virtual) Appliance can be upgraded. Via offline update files that can be retrieved from the Customer Portal, or via an online update, where the wizard will automatically download all the necessary files from the Service Center and perform the upgrade for you.
When the Service Center cannot be contacted, and the wizard times out or returns an error, this is usually due to a DNS or firewall issues.
The first thing that needs to be done is checking to see if DNS resolving is OK.
The appliance should be able to resolve both sc.vasco.com and cp.vasco.com. You can check this by accessing the appliance console and using the ping feature that is part of the network menu.
If you are unable to ping either one of the hostnames but are able to ping their IPs (184.108.40.206 and 220.127.116.11, respectively) then we know that DNS is to blame.
If you can’t ping anything at all, such as Google’s public DNS (18.104.22.168), that would indicate that there is a more serious networking issue at hand or that there is a firewall that is blocking all traffic to and from the appliance.
If you cannot ping either sc.vasco.com or cp.vasco.com, and you’re certain that both DNS and firewall are configured correctly, you can go back to the previous menu and re-examine the current network configuration.
If you are able to ping both sc.vasco.com and cp.vasco.com and the network configuration looks OK on the appliance itself, you will need to verify that port 443 is not being blocked via firewall.
The update wizard uses HTTPS in order to contact the Service Center and retrieve the update files, and it is important to ensure that the port is not blocked or redirected.
Applies to: IDENTIKEY (Virtual) Appliance
KB 160121– 19/05/2017
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