Safeguard for Privileged Passwords hardware and virtual appliances can end up in a quarantine state if something goes wrong while doing certain activities. The best defense against losing data or compounding problems associated with quarantined appliances is a good and recent backup. For more information, see Backup and Retention settings. The appliance (at least one appliance in a clustered environment), should be set up to take a scheduled backup regularly, that should be saved to an archive server so that if something happens, you can recover with minimum downtime and loss.
Recovering from a quarantine state
- Follow these steps to create a quarantine bundle from the Recovery Kiosk. For more information, see Recovery Kiosk (Serial Kiosk).
Prior to using the Quarantine Bundle function, set up a Windows share where the quarantine bundle is to be sent.
- From the Recovery Kiosk, select the Support Bundle option, click the right arrow, and select Quarantine Bundle.
- Enter the following information:
- Address: Enter the address of the Windows share (<IP Address>\<ShareName>) where the support bundle is to be saved.
- If the Windows share is not anonymous, enter the User name and Password or SSH Key.
- Click Copy to Share.
- You can now restart the appliance. Often, a quarantine happens because the system was waiting for a response that did not return in time. Restarting the appliance allows it to retry and frequently fixes itself.
- To restart a quarantined appliance, connect to the Recovery Kiosk for that appliance and restart it from there. Once the appliance has restarted, it will take several minutes for Safeguard for Privileged Passwords to start.
- If you log into the appliance using the desktop client while Safeguard for Privileged Passwords is starting, you will see a Maintenance mode screen. At the end of the Maintenance mode, you will see a Restart Desktop Client button or the Quarantine warning.
- If you see the Restart Desktop Client button, the restart successfully recovered the appliance and brought the appliance back in a healthy state.
If the Quarantine warning appears, contact One Identity Technical Support and report the result.
NOTE: Clustered environment: If the quarantined appliance was the primary appliance, use the Failover option to reassign the primary appliance role to a healthy member of the cluster. For more information, see Failing over to a replica by promoting it to be the new primary.
You may want to remove a quarantined appliance from a cluster.
- First try to unjoin the replica appliance from the cluster. For more information, see Unjoining replicas from a cluster.
- If unjoining the appliance fails, reset the cluster to remove the appliance from the cluster. For more information, see Resetting a cluster that has lost consensus.
Considerations for a factory reset of a hardware appliance
Caution: Care should be taken when performing a factory reset against a physical appliance, because this operation removes all data and audit history, returning it to its original state when it first came from the factory. Performing a factory reset will NOT reset the BMC/IPMI interface or the IP address. However, the BMC/IPMI interface will need to be reenabled after the reset has completed (for more information, see Lights Out Management (BMC)).The appliance must go through configuration again as if it had just come from the factory. For more information, see Setting up Safeguard for Privileged Passwords for the first time.
In addition, performing a factory reset may change the default SSL certificate and default SSH host key.
The appliance resets to the current Long Term Support (LTS) version. For example, if you are using version 6.6 (feature release) or 6.0.6 LTS (maintenance Long Term Support release) and then factory reset, you appliance will reset down to 6.0 LTS and you will have to patch up to your current version. For more information, see Long Term Support (LTS) and Feature Releases.
One Identity Technical Support can determine if a factory reset is necessary. If a factory reset is the last option, you will need to Support to complete the operation.
To perform a factory reset, connect to the Recovery Kiosk and select the Factory Reset option. For more information, see Factory reset from the Recovery Kiosk.
Once the factory reset is started, you must wait until it finishes (it could take up to 30 minutes to complete). When the factory reset is complete, the kiosk will return an Online indicator.
Once the factory reset is complete:
- Re-configure the network interface settings.
- Re-apply any patches you had installed.
- If this is an unclustered appliance, upload and restore the most recent backup to retrieve your data. For more information, see Restore a backup.
- If the appliance was a member of a cluster, skip the restore step and join the appliance to the cluster as if it were a brand new appliance. For more information, see Enrolling replicas into a cluster.Safeguard for Privileged Passwords will take care of replicating all the data back to the appliance.