Troubleshooting DNS problems in a PAM Appliance

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Article ID: 186006

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Updated On:

Products

CA Privileged Access Manager (PAM)

Issue/Introduction

This document explains how to troubleshoot name resolution problems in a PAM Appliance not able to access devices defined using hostnames or FQDN.

Environment

Product: Layer 7 Privileged Access Manager
Version: 3.x

Resolution

In order to have a proper name resolution in PAM, please make sure that:

* In the "Configuration / Network / Network Settings" the 'DNS Servers' box has the correct DNS Server there. One or more DNS servers (one per line to a maximum of three lines). The appliance only considers the first three entries due to restrictions on the underlying OS.




* The used DNS servers are able to resolve the names from within PAM. Go to "Configuration / Tools" and try to make a name resolution using one of the failing devices:




* If it fails, try to use the FQDN instead (jpplab164.jpplab.cat) and check results. 




* If it does not work it means that this DNS Server is not able to resolve the name you provided.

* In order to double check, try to set this DNS server as the only DNS Server for your windows workstation and try to ping the names that were failing when pinging them from the PAM server.

* If it fails again, this means that the records for this name resolution are not included in the DNS servers, so contact the DNS Server admins, notify them and request their inclusion. 

* If it works from your workstation go back to the "Configuration / Network / Network Settings" and take note of the DNS Servers defined there. Go to "Configuration / Tools" and try to ping them by IP Address.




* If it fails this means that the DNS Server cannot be reached from the PAM Server subnet, so notify the network team about it and request them to fix it.

* If none of the previous steps help, please open a support case as it seems there is no evident reason for the DNS failure.

Additional Information

See also: Configure Network Settings

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