---
title: "Troubleshooting Servers"
canonical: "https://docs.infoblox.com/space/BloxOneInfrastructure/184681229/Troubleshooting%20Servers"
format: markdown
---
<span style="color: #000000">When your NIOS-X server is disconnected from the Infoblox Portal or when it experiences issues, you can access the Device UI to troubleshoot the problems. The Device UI is designed to display a comprehensive view of the networking health of your server. You can obtain configuration and connectivity data through the Device UI, and perform corrective actions to address applicable issues. </span>

<span style="color: #000000">The Device UI performs the following verification:</span>

- <span style="color: #000000">The IP address of the server</span>
- <span style="color: #000000">DNS service</span>
- <span style="color: #000000">DHCP connection</span>
- <span style="color: #000000">NTP connectivity</span>
- <span style="color: #000000">Access to the Infoblox Portal</span>
- <span style="color: #000000">Time synchronization</span>
- <span style="color: #000000">Explicit proxy test</span>
- <span style="color: #000000">Docker rules</span>
- <span style="color: #000000">Docker Bridge settings</span>
- <span style="color: #000000">Kubernetes Bridge settings</span>
- <span style="color: #000000">Join token validation</span>

<span style="color: #000000">After the Device UI completes the verification, it displays the results and status in the </span><span style="color: #000000">**Configuration**</span><span style="color: #000000"> and </span><span style="color: #000000">**Administration**</span><span style="color: #000000"> sections.</span>

# <span style="color: #000000">Accessing the Device UI</span>

<span style="color: #000000">Log in to the device UI by following the steps below:</span>

1. <span style="color: #000000">Open the Internet browser on the workstation.</span>
2. <span style="color: #000000">Enter the IP address of the server in this format:</span>  
<span style="color: #000000">**https://<**</span><span style="color: #000000">***Server IP address***</span><span style="color: #000000">**>**</span>  
<span style="color: #000000">If you cannot access the IP address by using https:// try using http://.</span>  
<span style="color: #000000">Note that if there was no DHCP server available in your network, and you did not configure a static IP when you initially set up your server, the server will fall back to the default IP address 192.168.1.2.</span>
3. <span style="color: #000000">Enter the following local access credentials:</span>
  - <span style="color: #000000">**Username**</span><span style="color: #000000">: Enter </span><span style="color: #000000">**admin**</span><span style="color: #000000"> as the login user name for the server.</span>
  - <span style="color: #000000">**Password**</span><span style="color: #000000">: The default password is the last 8 characters of the serial number of the appliance. If the serial number is less than 8 characters long, enter the whole serial number. Note that the password is case-sensitive.</span>
    When deploying NIOS-X servers, Infoblox initially uses a default username and password for accessing the Device UI. Users can now change this default password via the Infoblox Portal, Device UI, or debug-cli. Once changed, the new password will be synchronized across the console and Device UI, allowing for SSH and HTTPS access (<span style="color: #000000">if you forget the password, and the host is disconnected, you have to do factory reset)</span>.

> 📝 Only IPv4 is supported for accessing the Device UI.

# <span style="color: #000000">Viewing Device Status and Configuration</span>

<span style="color: #000000">When you launch the Device UI, it displays the overall configuration status in the left panel and the configuration details in the right panel </span>

- <span style="color: #000000">**Configuration: Network**</span><span style="color: #000000">, </span><span style="color: #000000">**HTTP(S) Proxy**</span><span style="color: #000000">, </span><span style="color: #000000">**Time Settings**</span><span style="color: #000000">, </span><span style="color: #000000">**Docker**</span><span style="color: #000000">, </span><span style="color: #000000">**Kubernetes**</span><span style="color: #000000">, </span><span style="color: #000000">**Authentication**</span><span style="color: #000000">, and </span><span style="color: #000000">**Cloud Connectivity**</span>
- <span style="color: #000000">**Administration: Device Restart**</span><span style="color: #000000">,</span><span style="color: #000000">** Factory Reset**</span><span style="color: #000000">, and</span><span style="color: #000000">** Support Bundle**</span>

<span style="color: #000000">In the left panel, you can view the overall status for each configuration component through the following status icons:</span>

- > Macro (inline-media-image)

<span style="color: #000000"> = The service is running properly and connectivity is good. No corrective action is required.</span>
- > Macro (inline-media-image)

<span style="color: #000000"> = The service has not been started and no connectivity has been established. Configure the service if necessary.</span>
- > Macro (inline-media-image)

<span style="color: #000000"> = The service or connectivity failed. Take corrective actions by modifying the configuration.</span>

<span style="color: #000000">In the </span><span style="color: #000000">**Configuration**</span><span style="color: #000000"> pane on the right, you can view the overall status for each service and individual component, as follows:</span>

- > Macro (inline-media-image)

<span style="color: #000000">= The service, connection, and settings have been verified and functioning properly.</span>
- > Macro (inline-media-image)

<span style="color: #000000"> = The service or connection has not started yet.</span>
- > Macro (inline-media-image)

<span style="color: #000000"> = The service, connection, and/or settings failed. Take corrective actions by modifying the configuration.</span>
- > Macro (inline-media-image)

<span style="color: #000000"> = No configuration has been set for this service, therefore, no verification is done until you set up the necessary configuration.</span>

# <span style="color: #000000">Updating Configuration</span>

<span style="color: #000000">In the </span><span style="color: #000000">**Configuration**</span><span style="color: #000000"> panel, the Device UI displays detailed information about the networking and service configurations. You can view the current configuration and connectivity of your server and fix any problematic areas, if applicable.</span>

> ⚠️ ### Notes
> ⚠️ 
> ⚠️ - <span style="color: #000000">You must enable local access on the server before you can make configuration changes to the following settings. For information about local access, see </span><span style="color: #000000">*[Managing Local Access for Servers](https://infoblox-docs.atlassian.net/wiki/spaces/BloxOneInfrastructure/pages/184582798)*</span><span style="color: #000000">.</span>
> ⚠️ - <span style="color: #000000">If you update any configuration on an server that has a connection issue with the Infoblox platform and has a secondary interface configured, the secondary interface could be removed from the server.</span>

> 📝 When the **Apply** button is clicked while the server is disconnected from the cloud, the server attempts to automatically detect the default interface and assigns it a metric of **0**. Metrics for all other interfaces are incremented by **100**, and you can later modify these values from the Infoblox Portal.

## <span style="color: #000000">Network</span>

<span style="color: #000000">Your server must have internet access in order to establish connectivity to the Infoblox Portal.</span>

<span style="color: #000000">Select one of the following to set up the network configuration:</span>

<span style="color: #000000">**DNS Resolvers**</span><span style="color: #000000">: You can configure specific DNS resolver(s) that your server uses to resolve DNS requests. For multiple resolvers, enter the IP addresses separated by commas (,). </span>  
<span style="color: #000000">Example: 1.1.1.1,8.8.8.8</span>

> ⚠️ ### Note
> ⚠️ 
> ⚠️ <span style="color: #000000">When you add and use a new DNS resolver, the server uses the new resolver and the default settings will not be retained.</span>

<span style="color: #000000">**IPv4 Network Mode**</span><span style="color: #000000">: Select one of the following for your IPv4 network:</span>

- <span style="color: #000000">**DHCP**</span><span style="color: #000000">: If your network contains a DHCP server, select </span><span style="color: #000000">**DHCP**</span><span style="color: #000000"> to automatically receive a dynamic IPv4 address for the server.</span>
- <span style="color: #000000">**Static**</span><span style="color: #000000">: If you want to assign a specific IPv4 address to your server, select </span><span style="color: #000000">**Static**</span><span style="color: #000000"> to manually configure the IPv4 address, netmask or CIDR, and the default gateway for the server.</span>

<span style="color: #000000">**IPv6 Network Mode**</span><span style="color: #000000">: Select one of the following for your IPv6 network:</span>

- <span style="color: #000000">**DHCP**</span><span style="color: #000000">: If your network contains a DHCP server, select </span><span style="color: #000000">**DHCP**</span><span style="color: #000000"> to automatically receive a dynamic IPv6 address for the server.</span>
- <span style="color: #000000">**RA**</span><span style="color: #000000">: Select this to use router advertisements in your IPv6 network. The server auto-generates a link-local address to communicate with other servers or neighbors on the same network.</span>
- <span style="color: #000000">**Auto Select**</span><span style="color: #000000">: Select this to allow the system to select the best way to obtain an IPv6 address for the server.</span>
- <span style="color: #000000">**Static**</span><span style="color: #000000">: If you want to assign a specific IPv6 address to your server, select </span><span style="color: #000000">**Static**</span><span style="color: #000000"> to manually configure the IPv6 address, CIDR, and the default gateway for the server.</span>

<span style="color: #000000">**Advanced Settings**</span><span style="color: #000000">: Expand this section to configure IPv4 and IPv6 MTU (Maximum Transmission Unit) for your network path:</span>

- <span style="color: #000000">**Disable Path MTU Discovery**</span><span style="color: #000000">: Toggle to enable or disable path MTU discovery. Path MTU discovery is used to determine the MTU size to avoid IP fragmentation. Path MTU discovery is enabled by default. </span>
- <span style="color: #000000">**IPv4 MTU Settings**</span><span style="color: #000000">: Enter the maximum transmission unit for your IPv4 network, which is the size of the largest protocol data unit that can be communicated in a single network layer transaction. Valid values are from 1280 to 9000. For dual stack configuration, valid values are from 1280 to 9000. The default value is 1500.</span>
- <span style="color: #000000">**IPv6 MTU Settings**</span><span style="color: #000000">: Enter the maximum transmission unit for your IPv6 network, which is the size of the largest protocol data unit that can be communicated in a single network layer transaction. Valid values are from 1280 to 9000. The default value is 1500.</span>

<span style="color: #000000">The system validates the IP address, DHCP connection, and the DNS service, and the Device UI displays the current status of each component.</span>

## <span style="color: #000000">HTTPS(S) Proxy</span>

<span style="color: #000000">Based on your business needs, you may need to configure an HTTP or HTTPS proxy server to handle HTTP(S) requests from clients over the LAN or Internet.</span>

<span style="color: #000000">Enter the HTTP or HTTPS proxy in this format: </span><span style="color: #000000">**http(s)://[**</span><span style="color: #000000">***username***</span><span style="color: #000000">**:**</span><span style="color: #000000">***password***</span><span style="color: #000000">**@]<**</span><span style="color: #000000">***proxy domain***</span><span style="color: #000000">**>:<**</span><span style="color: #000000">***proxy port***</span><span style="color: #000000">**>**</span>

<span style="color: #000000">Where</span>

- <span style="color: #000000">***username***</span><span style="color: #000000"> and </span><span style="color: #000000">***password***</span><span style="color: #000000"> = The credential you use to log in to the proxy.</span>
- <span style="color: #000000">***proxy domain***</span><span style="color: #000000"> = The domain name of the proxy.</span>
- <span style="color: #000000">***proxy port***</span><span style="color: #000000"> = The port number you use to access the proxy.</span>

<span style="color: #000000">Example: https://joesmith:Welc0me123!@proxy.example.com:443</span>

## <span style="color: #000000">Time Settings</span>  


<span style="color: #000000">You can set up specific NTP server(s) with which your server synchronizes time. If you have not configured any NTP server or local DNS resolver, the server uses the Ubuntu NTP server (</span><u><span style="color: #000000">ntp.ubuntu.org</span></u><span style="color: #000000"> or </span><u><span style="color: #000000">ubuntu.pool.ntp.org</span></u><span style="color: #000000">) and Universal DNS (</span>IP: 52.119.40.100)<span style="color: #000000">. Note that the communication to these services does not go through the HTTPS proxy, and you must ensure that the NTP port (UDP 123) and the DNS port (TCP/UDP 53) are opened on your firewall.</span>

<span style="color: #000000">To configure NTP server(s), enter the IP address(es) or FQDN(s) of the NTP servers, separated by commas (,). </span>

<span style="color: #000000">Example: 192.0.2.1,example.ntp.org,192.0.2.1</span>

> ⚠️ ### Note
> ⚠️ 
> ⚠️ <span style="color: #000000">When you add and use a new NTP server, the server uses the new NTP server and the default settings will not be retained.</span>

## <span style="color: #000000">Docker</span>

<span style="color: #000000">If your network service is deployed in a Docker container, you must complete the Docker configurations so your server can communicate with your network.</span>

<span style="color: #000000">To configure Docker, enter the Docker bridge IP address and its netmask.</span>

<span style="color: #000000">Example: 192.0.2.1/24</span>

> ⚠️ ### Note
> ⚠️ 
> ⚠️ <span style="color: #000000">You can use an IP address for the Docker Bridge in a network no larger than a /24 subnet.</span>

## <span style="color: #000000">Kubernetes</span>  


<span style="color: #000000">You can configure the Kubernetes Bridge settings in this section. If the network CIDRs are not configured, the Kubernetes Bridge uses the default IP of 10.42.0.0/16 for the cluster CIDR and 10.43.0.0/16 for the service CIDR. The system conduct a health check on the setting and displays OK if the settings are valid. </span>

![A screenshot of the Kubernetes Bridge Settings dialog box. It contains a text field for entering a Cluster CIDR, a text field for entering a Service CIDR, an OK button for the Kubernetes check, and an OK button for closing the dialog box.](media://e7ba1e7f-fcf4-4364-a24f-aa2bcb123b79)

## <span style="color: #000000">Authentication</span>

<span style="color: #000000">The </span><span style="color: #000000">**Authentication**</span><span style="color: #000000"> section indicates whether the connection of your server to the Infoblox Portal using the join token or serial number is successful or not. A join token is a special-purpose secret used to authenticate a server to automatically associate itself with its corresponding user account and establish a connection to the Infoblox Portal. You must first create a join token through the Infoblox Portal, and then assign the token to the corresponding server. </span>

The Device UI displays the join token and serial number of the server in this section. If authentication failed, you can verify the join token and correct in the join token field. If the authentication failed due to an incorrect serial number, you can modify the serial number in the Infoblox Portal. Note that the serial number displayed here is automatically populated from the information you provided either via the Infoblox Portal. You cannot modify the serial number here.

![A screenshot of the Authentication dialog box. It contains a text field for entering a join token, a text field for entering a serial number, an OK button for Authentication, and an OK button for closing the dialog box.](media://96e4b57b-2f5d-4504-b915-21ffee5a1d96)

## <span style="color: #000000">Cloud Connectivity</span>

<span style="color: #000000">The </span><span style="color: #000000">**Cloud Connectivity**</span><span style="color: #000000"> status shows you whether your server has successfully established a connection to the Infoblox Portal. If the connectivity status is "Failed," check all failed services and take corrective actions.</span>

# <span style="color: #000000">Administrating the Server</span>

<span style="color: #000000">In the </span><span style="color: #000000">**Administration**</span><span style="color: #000000"> panel, you can restart you server, reset the server to factory settings, collect the support bundle for troubleshooting purposes. as well as enabling and disabling a secure terminal connection between the NIOS-X servers and the debugging interface (debug-cli).</span>

## <span style="color: #000000">Device Restart</span>

<span style="color: #000000">In the </span><span style="color: #000000">**Device Restart**</span><span style="color: #000000"> section, click </span><span style="color: #000000">**Restart**</span><span style="color: #000000"> to restart your server. When a restart is initiated, all processes are down, and no further logins are allowed on the server. The server will close all open files, stop running processes, and restart the system. </span>

## <span style="color: #000000">Factory Reset</span>

<span style="color: #000000">In the </span><span style="color: #000000">**Factory Reset**</span><span style="color: #000000"> section, click </span><span style="color: #000000">**Reset**</span><span style="color: #000000"> to initiate a factory reset for the server. When you start a factory reset, it will reinstate the initial state of the server. All configuration will be set to the initial factory-provided settings. The software will be reset to the initial version. Confirm you really want to reset you server before resetting it because this action cannot be undone.</span>

## Secrets

In the **Secrets** section, you can override the default TLS certificate used by NGINX and the Authn SNI (Server Name Indication) for authentication. By default, the system uses the captive portal domain `captiveportal.infoblox.internal`. For information on how to configure authentication settings through the Infoblox Portal, see *[Configuring Authentication Settings](https://infoblox-docs.atlassian.net/wiki/spaces/BloxOneThreatDefense/pages/1136689224)*.

To configure a custom authentication type in this section, you can specify a custom secret name and secret key associated with the domain. This allows you to use a domain-specific TLS certificate for authentication purposes. Updating the secret name and key enables the system to recognize and apply the appropriate certificate, effectively overriding the default configuration.

As shown below, you can configure multiple authentication types by associating each with a unique combination of secret name and secret key that references a specific domain certificate.

![image-20250610-205233.png](media://d5522e89-762a-4e53-8aa2-a74cad2bbe86)

## <span style="color: #000000">Support Bundle</span>

<span style="color: #000000">In the </span><span style="color: #000000">**Support Bundle**</span><span style="color: #000000"> section, click </span><span style="color: #000000">**Collect**</span><span style="color: #000000"> to start collecting logs and configurations about your environment, so Technical Support can use the information for troubleshooting. Once the system starts collecting information, the following dialog appears. You can click </span><span style="color: #000000">**Cancel**</span><span style="color: #000000"> to stop the collection.</span>

![The Collect Support Bundle dialog box](media://10eab3d7-b2ff-4906-9470-3b9c84bc268d)

<span style="color: #000000">When the system completes collecting information, the following dialog appears and you can click </span><span style="color: #000000">**Download**</span><span style="color: #000000"> to save the Support Bundle to your computer.</span>

![The Download Support Bundle dialog box](media://359d0563-7c05-4214-a993-1ce7eaf3b967)

## SSH

In the **SSH** section, you can enable or disable a secure terminal connection on port 2022 between your server and the debugging interface (debugging CLI).

When you have issues in deploying new Infoblox platform images or experiencing any issues with the cloud connectivity, you can troubleshoot issues using the debugging CLI. When you enable the secure connection, you can log in to the debugging CLI and use supported CLI commands to troubleshoot issues.

You can access the debugging CLI via the following:

- Serial console
- SSH client

### **Serial Console**

To access the debugging CLI via the serial console, do the following.

1. Connect to the serial console of your server.
2. Once you get health checks on the serial console as illustrated in the screenshot below, press **Ctrl**+**c** to connect to the server. You will be redirected to the debugging CLI login prompt.  
  
> Macro (inline-media-image)
3. Use the following credentials to log in:
  - Login: **admin**
  - Password: your password (serial number for first-time login)
    - If this is your first time, the screen prompts you to set a new password.

> 📝 If you deploy NIOS‑X on KVM, OpenShift, or OpenStack or Nutanix without providing a serial number, you can log in to the debug-cli using the following credentials:
> 📝 
> 📝 - **Username:** admin
> 📝 - **Password:** (leave blank and press Enter for the first-time login)

### <span style="color: #000000">**SSH**</span>

<span style="color: #000000">You can enable or disable a secure terminal connection on port 2022 to access the debugging CLI from the Device UI.</span>

<span style="color: #000000"> To access the debugging CLI when the server is </span><span style="color: #000000">**online**</span><span style="color: #000000">, do the following:</span>

1. <span style="color: #000000">Log in to the Cloud Service Portal.</span>
2. <span style="color: #000000">Enable local access on the server. For information, see </span><span style="color: #000000">*[Managing Local Access for Servers](https://infoblox-docs.atlassian.net/wiki/spaces/BloxOneInfrastructure/pages/184582798)*</span><span style="color: #000000">.</span>
3. Launch and log in to the Device UI. For information, see *Accessing the Device UI* in this topic.
4. Go to the **SSH** section and click **Enable**. Once you enable SSH, the **Disable** button appears.  
> Macro (inline-media-image)
5. Use an SSH client to connect to the debug-cli on port 2022 (example: **ssh -p 2022 admin@[*****remote_server_ip*****]**).
6. Use the following credentials to log in to the debug-cli:
  - Login: **admin**
  - Password: your password

<span style="color: #000000"> To access the debugging CLI when the server is </span><span style="color: #000000">**offline**</span><span style="color: #000000">, do the following:</span>

1. Launch and log in to the Device UI. For information, see *Accessing the Device UI* in this topic.
2. Go to the **SSH** section and click **Enable**. Once you enable SSH, the **Disable** button appears.  
> Macro (inline-media-image)
3. Use an SSH client to connect to the debug-cli on port 2022 (example: **ssh -p 2022 admin@[*****remote_server_ip*****]**).
4. Use the following credentials to log in to the debug-cli:
  - Login: **admin**
  - Password: your password

### **Supported debug-cli Commands**

> ⚠️ Run the `help` command to check supported debug-cli commands and their usage.

| **Supported CLI Command** | **Description** |
| --- | --- |
| `clear` | Clear the terminal screen |
| `df` | Get file system disk space usage |
| `dig` | DNS lookup utility  
Restricted argument: **-f** |
| `du` | Estimate file space usage |
| `exit` | Exit the debug-cli |
| `free` | Display the amount of free and used memory in the system |
| `help` | Display the list of supported CLI commands |
| `ifconfig` | Display a network interface  
Allowed argument: **-a** |
| `iostat` | Report CPU statistics and input/output statistics for devices and partitions. |
| `ip` | Display routing, network devices, interfaces and tunnels  
Restricted arguments: **add, del, set, flush, change, append, replace, update, -b, - -b, -batch, - -batch** |
| `nslookup` | Query internet name servers |
| `ntpq` | Standard NTP query. Cannot execute only the ntpq command. You must include at least one argument.  
Restricted argument: **-i** |
| `ping` | Send ICMP ECHO_REQUEST to network servers. |
| `route` | Display the IP routing table  
Restricted arguments: **add, del** |
| `service-config` | Display and transfer service config file. Run `service_config help` to see the desired format of the command.<br>Examples:<br>- To view: `service_config view [servie_name/service_type]`
- To transfer: `service_config transfer [servie_name/service_type] [-P open_ssh_port ] user@remote_server_ip:/path_to_copy` |
| `ss` | The utility for investigating sockets  
Restricted arguments: **-F, - -filter** |
| `ssh` | Enable or disable ssh on the server.  
Allowed arguments :<br>- enable: Enable ssh on the server.
- disable: Disable ssh on the server.
- status: Check the current status of the ssh |
| `tcpdump` | Get traffic on a network  
Restricted arguments: -w  
Context timeout: 600 sec |
| `top` | Display Linux processes. The top command will not take any arguments and will run for one iteration in batch mode by default. |
| `traceroute` | Print the route packets traced to the network server. |
| `transfer_sb` | Transfer support bundle to the remote server using the SCP protocol. Run transfer_sb help to see the desired format of the command.<br>Example: `transfer_sb [-P open_ssh_port ]user@remote_server_ip:/path_to_copy` |
| `vmstat` | Report virtual memory statistics |

## Change Password

After you have changed the default password on the NIOS-X server during the initial login, you may update your password further when necessary. In the **Change Password** section, click **Change Password** to update the current password on your NIOS-X server. In the **Change Password** dialog, enter the new password and confirm it, and then click **Confirm**. For more information on how to manage your password, see *[Managing Passwords for Servers](https://infoblox-docs.atlassian.net/wiki/spaces/BloxOneInfrastructure/pages/1356202011)*.

> 📝 Only admin users have permissions to update passwords.