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GSA not responding to ping

Summary: While troubleshooting a network or connectivity problem, pinging the GSA's IP address returns an error.


Cause: There are several possible causes and fixes related to specific network environments and configurations.


Troubleshooting Steps:

You can use the ping tool to help diagnose network and connectivity problems when ICMP traffic is permitted between the search appliance and the host where the tests are performed. If ICMP traffic is blocked, use the ping tool to run tests over TCP or UDP. The following sections discuss error messages you might see when you attempt to ping or hping the search appliance from a host on your network.

Ping Error Possible Cause Actions to Diagnose To Fix the Problem
Destination Host Unreachable A local or remote route does not exist for the destination host. Check the local routing table on the test host to see whether static routes are used to reach the appliance. If the appliance is reached using the default route, confirm that the default route is set. If the settings are correct on the host, determine whether the appliance is reachable from the router that is configured as the default gateway for the appliance. If the appliance is reachable from the router, check the routes set on the router. Correct the routing table or the routes set on the router.
Destination Host Unreachable The search appliance is down or is not operating on the network. Check the switch port where the appliance is connected to the network and ensure that it has not been shut down. Examine the switch and confirm that the physical link is up on the port where the search appliance is connected. If the link is down, ensure that the search appliance is powered up and the network cable is properly connected to the appliance and the network. Ensure that all connections are correct and the switch and switch port are operating correctly. Ensure that the search appliance is running.
Request Timed Out Network congestion Run the ping command multiple times and confirm that timeouts are mixed with good responses from the search appliance. Ask your network administrator to investigate and correct network congestion.
Request Timed Out Another device on the network has the same IP address as the search appliance. Run the ping command multiple times and confirm that timeouts are mixed with good responses from the search appliance. Physically disconnect the search appliance and ping the search appliance IP address. Alternatively, use the arping tool from a host on the same subnet as the search appliance. If two MAC addresses are returned for the search appliance IP address, another device on the network has the same IP address as the search appliance. Consult the MAC address tables of the network devices on the subnet to identify the device. Remove the device with the duplicate IP address from the network or change its IP address.
Request Times Out The search appliance is not connected to the network, is shut down, or is not configured correctly. Run the ping command and see only timeouts. Check the switch port where the appliance is connected to the network and ensure that it has not been shut down. Examine the switch and confirm that the physical link is up on the port where the search appliance is connected. If the link is down, ensure that the search appliance is powered up and the network cable is properly connected to the appliance and the network. Ensure that all connections are correct and the switch and switch port are operating correctly. Ensure that the search appliance is running.
Request Times Out The ping request is going to an invalid IP address, or the search appliance is not on the same network as the current host and an intermediary device is not configured correctly. Run the ping command and see only timeouts. Check the IP addresses of the devices. Ask your network administrator to check the configuration of network devices between the test host and the search appliance.
Request Times Out Network congestion. Run the ping command and see only timeouts. Use the -w flag with the ping command to increase the timeout period and see if you start to get responses from the search appliance. Ask your network administrator to investigate and correct network congestion.
Unknown Host The IP address or host name does not exist on the network or the destination host name cannot be resolved. Verify the name and availability of DNS servers. Add the IP address or host name to the DNS servers.
Unknown Host Packet loss on the path between the test host and the search appliance.

 

Use the MTR tool to verify whether packet loss is on the search appliance or occurring on the path between the test host and the search appliance. Ask your network administrator to investigate the causes.
Unknown Host Packet loss on the search appliance. Use the MTR tool to verify whether packet loss is on the search appliance or occurring on the path between the test host and the search appliance. If the packet loss is on the appliance, verify that the speed and duplex settings on the search appliance correspond with the settings on the switch port. If the settings correspond, switch the search appliance network cable, test with a different port on the switch, or test with a different switch. If the settings do not correspond, correct the settings.
Unknown host. Packet loss on the search appliance indicating that another device on the network has the same IP address as the search appliance. Use the MTR tool to verify whether packet loss is on the search appliance or occurring on the path between the test host and the search appliance. Physically disconnect the search appliance and ping the search appliance IP address. Alternatively, use the arping tool from a host on the same subnet as the search appliance. If two MAC addresses are returned from the search appliance IP address, another device on the network has the same IP address as the search appliance. Consult the MAC address tables of the network devices on the subnet to identify the device. Remove the device with the duplicate IP address from the network or change its IP address.
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