..Before contacting Thales support about the nCipher product line, please try to provide the following information to assist the initial diagnosis. Note that we may request additional information as the investigation continues

For all support cases:

The serial number of your product*
The OS you are using.
A description of your problem including the exact text of any error messages seen.
The output from the “nfdiag” diagnostic utility (not available before v11.10).

The additional information we need depends on the type of problem you are having.


For suspected hardware failures:

The output of the “status” LED **.
The hardserver log.
For potential netHSM front panel problems, hold down the “B” button down while powering up to run the front panel diagnostic tests.
For suspected bugs and development problems

The log file for the API you are using
The hardserver log
The output from stattree
A description of what your code was doing and if possible a copy of the code.

For payShield installations:

The output from “payshield-config –d <psi-name > <output-filename>”
The output from “payshield-info <psi-name>”

* Your serial number can be obtained by running the "enquiry" command, and noting the XXXX-XXXX-XXXX value(s) specified in the "serial  number" field.  It may help our engineers if you send the entire enquiry output in your reply.

If you are unable to run "enquiry", you can also read the paper serial number directly from the device.  Our PCI HSMs have a sticker displaying the serial number affixed to their side, and our netHSM products have the number printed on their back plate.

Thales CryptoStor Product Line:

A sticker containing the serial number will either be on the side of your Cryptostor device, or on the back at the point of the SCSI/Fibre channel connection.

** See the hardware installation guide for a description of the Morse code error messages