vATD or vIS is unreachable over the network after you change the MAC address of the virtual network adapter from hypervisor

Technical Articles ID: KB91578
Last Modified: 2022-10-10 11:54:22 Etc/GMT

Environment

Virtual Advanced Threat Defense (vATD)
Virtual Intelligent Sandbox (vIS)

Problem 1

Your vATD/vIS appliance becomes unresponsive to network requests:

The network interface doesn't respond to a ping.
An ARP request to the IP address of the appliance doesn't receive a response from vATD/vIS.
vATD/vIS behaves as if the LAN cable is unplugged.

Problem 2

The show CLI command on vATD/vIS reports the following:

MGMT Ethernet port : speed = 2000 mbpx, error getting duplex, link up

Problem 3

The show intfport mgmt command on vATD/vIS reports no value for the IP address and netmask. But, you've assigned the IP address and subnet mask to the mgmt interface before, and haven't changed them.

System Change

You changed the MAC address of the virtual network adapter of your appliance from the hypervisor configuration:

On VMware ESXi:
For example, from VMware Host Client, <select VMware host for vATD/vIS>, <select your vATD/VIS instance>, Edit settings, Virtual Hardware, Network Adapter N (N is an integer, either 1 or 2), MAC Address.
On Microsoft Hyper-V:
For example, from Hyper-V Manager, <select Hyper-V Host for vATD/vIS>, <select your vATD/vIS instance>, Settings, Network Adapter, Advanced Features.

Cause

vATD/vIS takes the initial MAC address for generating network configuration at the installation phase and the system unique ID that's bound to your vATD/vIS licensing. If you change the MAC address of the virtual network adapter of your appliance from hypervisor configuration, it loses network connectivity because of a network configuration mismatch.

Solution

Revert the MAC address of the virtual network adapter of your vATD back to the original value:

Open the virtual console of your vATD from hypervisor manager.
Log on as cliadmin.
Gracefully shut down the vATD by issuing the shutdown command.
Open your hypervisor manager and navigate to virtual network adapter settings screen, for example:
- On VMware ESXi:
  1. Open VMware Host Client, <select VMware host for vATD>, <select your vATD instance>.
  2. Click Edit settings, Virtual Hardware, Network Adapter N (N is an integer either 1 or 2), MAC Address.
- On Microsoft Hyper-V:
  1. Open Hyper-V Manager, <select Hyper-V Host for vATD>, <select your vATD instance>.
  2. Click Settings, Network Adapter, Advanced Features.
Revert the MAC address to the original value that your hypervisor assigned to vATD at installation.
Save the settings.
Turn on the vATD.

NOTE: If you don't remember the original MAC address of the virtual network adapter, contact Technical Support, provide this article number, and request a remote session. The back-end system of your vATD instance retains the original MAC address. A Technical Support Engineer can guide you and show you the original MAC address. You can then populate it into your hypervisor setting.

Affected Products

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Knowledge Center

vATD or vIS is unreachable over the network after you change the MAC address of the virtual network adapter from hypervisor

Environment

Problem 1

Problem 2

Problem 3

System Change

Cause

Solution

Affected Products

Languages:

Title

Title

Knowledge Center

vATD or vIS is unreachable over the network after you change the MAC address of the virtual network adapter from hypervisor

Environment

Problem 1

Problem 2

Problem 3

System Change

Cause

Solution

Affected Products

Languages:

Choose your region

Title

Title