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Troubleshooting

Q. I forgot the IP address of the appliance. How do I retrieve it?

A. If you forget the IP address of the appliance, access the appliance console and move the arrow keys to highlight “Appliance Information” and press “Enter”.

Q. Nessus will not start.

A. This could mean a corrupt plugin database. Select Applications/Nessus® and select the button labeled “Rebuild Plugin Database” under “Additional Nessus Actions”. Wait approximately 5-10 minutes for the processing to complete. Refresh the page and see if Nessus starts. If not, make sure you have saved the current configuration and then perform a reinstallation and restore the saved configuration. If you are still experiencing issues, please contact Tenable Support for assistance.

Q. I lost my password to the admin account. How do I reset it?

A. To set up password recovery, follow the steps in the Appliance Management Interface Users section of this document.

If the password recovery steps have not been performed, another admin account may reset the password for the affected user.

If the first two options are not available to be used, the following steps must be performed, and all data will be lost.

For the VM appliance, you must reload the image from a saved VM copy or from the original on the Tenable Support Portal. If you reload the original image from the Tenable Support Portal, you may apply your saved configuration.

For the hardware appliance, use the appliance console “Revert to Factory Defaults” option to restore the appliance to the default configuration. Immediately after reverting, login to the appliance web interface to set the initial administrative password.

Note: Reverting to factory defaults or going back to an original VM image will cause you to lose any data that has not been captured and restored from a previous backup. See the section titled “Backup Appliance” for more information.

Q. I have modified one of the application configuration items but the change doesn’t seem to have taken effect.

A. Many of the configuration changes that are made via the Appliance web interface will not take effect until the corresponding service is restarted. This applies to most application-specific configuration items and is good practice when making configuration changes on the Tenable Appliance.

Q. On the SecurityCenter application page I get a message that I have XX GB of disk space and need to increase the size of the disk. How do I expand my virtual disk to add more space?

A. Depending on your VM platform, there are different methods to expand the disk size. Refer to the proper method for your platform and increase the virtual disk file used for data to the new desired size. Once restarted, your Tenable Appliance VM will automatically recognize and use the additional disk space. Please see Appendix 2 or Appendix 3 for more details on how to expand your VM disk.

Q. I cannot log into the web interface for the Tenable Appliance. Is it possible to see error messages on the console?

A. While a history of messages is not available, you can see the current messages being written to the system log. If you go to the console of your appliance and type Alt-F3 (hold down “Alt” while pressing the “F3” key), you will see the current messages which may help narrow down issues with the appliance. Typing Alt-F1 (hold down “Alt” while pressing the “F1” key) will return you to the main appliance console screen.

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