Troubleshooting

This section describes common errors, their potential causes and how to resolve them.

Genian NAC log collection and diagnostic method

• Genian NAC log collection method
• Genian NAC diagnosis Method

Network

• Network Sensor is not displayed in Web Console
• Sensor link state is displayed as Down
• Network Sensor is displayed as Failsafe
• Running Genian Agent is not Detected in WebUI
• Agent is Installed but not Running
• 502 Proxy Error
• Switch is showing a macflap error
• How to solve SSL Certificate error

Configuration

• Node is not displayed in Web Console
• Web Console login Failed
• SSH Login Failed

Operation

• Lost Console Password
• A problem in which the node is assigned the wrong policy due to platform false positives
• Wireless LAN User Devices Are Detecting as Wrong Platform
• Cisco Switch-port Information Is Not Showing
• Blocked Nodes are not redirected to CWP page
• Changing Sensor Operation Without Web Console Access
• ARP Enforcement does not block network access

System

• Web Console Error Page
• Compliant Node is Blocked
• Wrong Link State Displayed for Node
• Recovering from database crashes
• Upgrade button is not displayed
• Check and change the various network ports in use on the system

Interworking

• Windows Update Failure
• LDAP Search Failed - Operations Error
• "Secret key mismatched" error occurs testing external RADIUS integration