When you call the Thales e-Security helpdesk with a question regarding the HSM 7000, please make sure you have answers to the following questions:

All problems:

1: Please describe the issue you are experiencing.
2: Type of HSM Information on the back label.
3: Serial number Information on the back label.
4: Firmware number Use VR console command.

Possible physical problem:

5: Is this a new installation
6: Is there power on the HSM Is the green LED lit on the front of the HSM?
7: Have you checked the cables and fuses?
8: Is the fault LED solid on or flashing?
9: Have any changes been made either physically, environmentally, or other i.e. in the application driving the HSM, or firmware changed to upgrade HSM etc.?
10: Does the ‘DT’ Console command pass (must be performed offline)? If not what is the error?

Command problem:

5: Are you using the Test LMK? Please note that we can not analyze data where the test LMK is not used.
6: Is the problem intermittent or consistent?
7: Can the problem be easily re-created?
8: Is a data or network trace available?
9: ask customer to provide test data and failure details?
10: Is a DSP fitted and used with the failing command?