PowerProtect: DM5500 Appliance Certificate generation failed due to time difference between PPOE and PPDM because of NTP issue

Summary: Certificate generation failed due to time difference between PPOE and PPDM because of NTP issue.

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Symptoms

Appliance UI fails to load and an error similar to the follow can be seen:
Appliance UI fails to load error 

Logs like below could be found in PPOE logs -

21 Jun 2023 17:08:35  UTC ERROR [Thread-21] util.TrustUtils - installNginxCerts--> Failed to sign CSR for nginx restserver


Logs like below could be found in PPDM logs -

2023-06-21T17:06:38.355Z INFO [] [https-jsse-nio-9092-exec-5] [][][][TRACE_ID:92dacfc61c04fbc8][] [c.e.b.c.r.RestCommunicator.lambda$ensureResponse$5(236)] - HTTP: 401: Unauthorized: "{\n  \"reason\" : \"Token validation failed: BadJWTException: JWT issue time ahead of current time:
 

Cause

The appliance had a time difference between PPOE and PPDM due to an NTP issue. Due to this, nginx certificate generation process failed on the PPDM side.

The certificate generation process can fail for any service due to this issue.

Resolution

Support must be engaged to run through the below steps.
  1. SSH to the appliance and gain bash access.
    1. If SSH access is locked due to multiple failed login attempts, either wait 15 minutes for access to unlock or restart the appliance.
  2. See the documented certificate regeneration procedure (linked under Internal Notes below).

Affected Products

Integrated Data Protection Appliance Family
Article Properties
Article Number: 000215744
Article Type: Solution
Last Modified: 17 Oct 2024
Version:  1
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