Bug ID 910673: Nethsm-thales-install.sh installation fails with error 'Could not reach Thales HSM'

Last Modified: Oct 23, 2021

Bug Tracker

Affected Product:  See more info
BIG-IP LTM(all modules)

Known Affected Versions:
13.1.0,,,,,,,,, 13.1.1,,,,, 13.1.3,,,,,,, 13.1.4,, 14.0.0,,,,,, 14.0.1,, 14.1.0,,,,,, 14.1.2,,,,,,,,, 14.1.3,, 14.1.4,,,,, 15.0.0, 15.0.1,,,,, 15.1.0,,,,,, 15.1.1, 15.1.2,, 15.1.3,, 15.1.4, 16.0.0,, 16.0.1,,

Opened: May 21, 2020
Severity: 3-Major


Thales installation script fails with error message. ERROR: Could not reach Thales HSM "<ip>". Make sure the HSM IP address is correct and that the HSM is accessible to the BIG-IP.


Thales/nCipher NetHSM client software installation fails.


This occurs when the ICMP ping is blocked between the BIG-IP system and netHSM.


Unblock ICMP ping between the BIG-IP system and netHSM.

Fix Information


Behavior Change