The following FAQs apply to physical scanner appliances and virtual scanner appliances.
The NETWORK ERROR message indicates the scanner appliance attempted to connect to the Qualys Cloud Platform via HTTPS (port 443) and failed. The message appears with an error code (see below).
Important! The scanner is not functional until the NETWORK ERROR message is resolved. Make sure the network set up and/or proxy configuration is correctly defined in the scanner appliance console.
The error code displayed with a network error message provides specific information on the error to assist with troubleshooting. If you need further assistance with troubleshooting the issue, please identify the error code when you contact Qualys Support.
|E00, E01||Internal error (NTLM Proxy error)|
|E02||Internal error (Proxy error)|
|E03||Proxy configuration error|
|E04||No connectivity after the Proxy was disabled|
|E05||DNS lookup of the QualysGuard server failed (maybe network connectivity problem)|
|E06||Cannot reach the Qualys Cloud Platform via HTTPS|
|E07||Invalid LAN IP address or LAN gateway address|
|E09||LAN IP address or LAN gateway address cannot be 127.0.0.1|
|E10||Could not configure the LAN interface|
|E13||DNS lookup of Qualys Cloud Platform server failed due to a network connectivity problem|
|E14||DNS lookup of Qualys Cloud Platform server failed during scanner activation due to a network connectivity problem|
More general error codes may be overwritten by more specific ones. For example, the scanner may return the error code E04 (No connectivity after the Proxy was disabled). After trying to connect for a while, the error code may be overwritten by E13 (DNS lookup of the Qualys Cloud Platform server failed). When troubleshooting the network error, it's useful to watch these error codes scroll by.
The COMMUNICATION FAILURE message appears if there is a network breakdown between the scanner and the Qualys Cloud Platform.
The communication failure may be due to one of these reasons: the local network goes down, Internet connectivity is lost for some reason, or any of the network devices between the scanner and the Qualys Cloud Platform goes down.
Note the sequence of events following a network breakdown:
- If there are no scans and/or maps running on the appliance: The next time the scanner sends a polling request to the Qualys Cloud Platform, the polling request fails, and then the COMMUNICATION FAILURE message appears.
- If there are scans and/or maps running on the appliance: The COMMUNICATION FAILURE message appears after the running scans and/or maps time out. In this case it is recommended you cancel any running scans and/or maps and restart them to ensure that results are accurate.
Once the network breakdown is resolved, you'll see the scanner friendly name and IP address and you scan start new scans.
The COMMUNICATION FAILURE message remains until the next time the scanner makes a successful polling request to the Qualys Cloud Platform. There may be a lag time after the network is restored and before the scanner is back online, depending on when the next polling request is scheduled. Additional time is necessary for communications to be processed by a Proxy server if the scanner has a Proxy configuration.
The scanner appliance includes Proxy support with or without authentication — Basic or NTLM. Defining both a primary and secondary IP address for the Proxy server is supported. The Proxy server must be assigned a static IP address and must allow transparent SSL tunneling. Proxy-level termination (as implemented in SSL bridging, for example) is not supported. The appliance does not support Proxy servers in networking environments where the Proxy server IP address is dynamically assigned. The appliance does not support SOCKS proxies.
While using a scanner appliance with a Proxy configuration, you may notice the following:
- Lag Time for configuration changes to take effect. Changes may take effect after a period of time that is significantly longer than the polling interval. This is because there is additional time necessary for communications to be processed by the Proxy server.
- No results or incomplete results. If the Proxy server sets limits for the absolute session timeout and/or the amount of outbound data that can be sent from the scanner, you may receive no results or incomplete results. It’s possible that your scans will terminate if these limits are set and a large number of IPs are scanned.
By default the scanner appliance LAN interface services all traffic to the Qualys Cloud Platform. This includes management traffic (software updates, health check, scan data upload) and scanning traffic.
You have the option to configure a split network configuration for your appliance by configuring the WAN interface using the scanner appliance console. This enables the use of scanner appliance in networks that do not have direct Internet access. Once configured, management traffic will be routed through the WAN interface and scanning traffic will be routed through the LAN interface. No internal traffic will be routed or bridged to the WAN interface, and no management traffic will be routed or bridged to the LAN interface.