SPP 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. At least one appliance in the SPP cluster should be scheduled to periodically generate a backup and send it to an archive server. For more information, see Backup and Retention..

Recovering from a quarantine state

  1. Follow these steps to create a quarantine bundle from the Recovery Kiosk. For more information, see Recovery Kiosk (Serial Kiosk)..

    1. Prior to using the Quarantine Bundle function, set up a Windows share where the quarantine bundle is to be sent.

    2. From the Recovery Kiosk, select the Support Bundle option, click the right arrow, and select Quarantine Bundle.
    3. 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.
    4. Click Copy to Share.
  2. 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 SPP to start.

    • If you attempt to connect to the appliance using the web client while SPP is starting, you will get notified of HTTP Error 503. Once the log in service is running you will be presented with a log in screen, but will not be able to proceed until the appliance has proceeded further. Once the appliance has booted out of the quarantine state, you will be able to log in and proceed as normal. At this time you should generate a support bundle. If the appliance remains in a quarantine state, the web client will continue to get HTTP Error 503.

      If the web client cannot display the login screen, 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..

To remove a quarantined appliance from a cluster

You may want to remove a quarantined appliance from a cluster.

  1. First try to unjoin the replica appliance from the cluster. For more information, see Unjoining replicas from a cluster..
  2. 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 the appliance is running version 6.6 (feature release) or 6.0.6 LTS (maintenance Long Term Support release) and then factory reset, the appliance will reset down to 6.0 LTS and you will have to patch up to your desired 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 contact Support to complete the operation.

  1. 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.

  2. Once the factory reset is complete:

    1. Re-configure the network interface settings.
    2. Patch to your desired SPP version using the required patching path.
    3. If this appliance will be the primary for the cluster, upload and restore the most recent backup. For more information, see Restore a backup..
    4. If this appliance will be a replica in a cluster, there is no need to restore a backup. Join the appliance to your cluster. For more information, see Enrolling replicas into a cluster..SPP will take care of replicating all the data back to the appliance.