Contents

Introduction

Requirements

Components Used

Background Information

Scenario 1: Cisco Secure Email and Web Manager (SEWM) vault is not initialized, and encryption is disabled.

Scenario 2: Cisco Secure Email and Web Manager (SEWM) vault is not initialized, and encryption is enabled

Related Information

Introduction

This document provides the instructions for restoring the Vault service on your Cisco Secure Email and Web Manager.

Requirements

Cisco recommends that you have knowledge of Async OS for Secure Email and Web Manager version 15.5.1 and newer

Components Used

The information in this document is based on AsyncOS version 15.5.1 and later versions.

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, ensure that you understand the potential impact of any command.

Background Information

This Techzone article describes common scenarios encountered in the field that could impact the Cisco AsyncOS for Secure Email and Web Manager. This article also guides you to perform troubleshooting steps to restore functionality.

The Secure Email and Web Manager generates alerts stating, “The vault is down, and some of the services may not work correctly.” Or “The vault health check has failed.”

Note: If the device command line is accessible, use the adminaccessconfig -> encryptconfig CLI command to determine if the encryption is enabled. The vault failure alerts also contain this information.

Scenario 1: Cisco Secure Email and Web Manager (SEWM) vault is not initialized, and encryption is disabled.

1. Log in to the Secure Email and Web Manager through a direct SSH connection using the following credentials:

username: enablediag

password: admin user's password

Aftersuccessfulauthentication,the enablediag menu is displayed.

2. From the menu, enter command recovervault. Confirm with 'Y' and press Enter.

3. Enter2,if encryption isdisabledto perform aVaultRecovery process. Itmay take a few seconds to complete.

4.Log in toSecure Email and Web Manager with admin user credentials after the process is complete and reboot the appliance.Monitoryour appliance for a couple of hours forany vault alerts.

Note: If you require assistance at any point or if the steps provided do not fix the issue, contact the Cisco Technical Assistance Center (TAC).

Scenario 2: Cisco Secure Email and Web Manager (SEWM) vault is not initialized, and encryption is enabled

Note: For appliance's running AsyncOS 15.0 encountering vault errors with encryption enabled, Graphical User Interface (GUI) or Command Line Interface (CLI) of Secure Email and Web Manager can become inaccessible. If this occurs, access the Secure Email and Web Manager using serial console with enablediag user and contact TAC with service access details.

If the device is accessible through CLI, perform the following steps:

1. Log in to the Secure Email and Web Manager through a direct SSH connection using the following credentials:

username: enablediag

password: admin user's password

Aftersuccessfulauthentication,the enablediag menu is displayed.

Caution: Ensure you have a copy of the device’s saved configuration with encrypted passwords available that can be loaded back into the device. Using the vault recovery command on systems with encryption enabled resets encrypted variables to their default factory value and needs to be reconfigured.

2. From the menu, enter command recovervault. Confirm with 'Y' and press Enter.

3. Enter1,if encryption isdisabledto perform aVaultRecovery process. Itmay take a few seconds to complete.

4.Log in toSecure Email and Web Manager with admin user credentials after the process is complete and reboot the appliance.Monitoryour email and web manager for a couple of hours forany vault alerts.

5. Load a copy of the device's saved configuration to restore encrypted variables.

Note: If you require assistance at any point or if the steps provided do not fix the issue, contact the Cisco Technical Assistance Center (TAC).

Related Information

- Technical Support & Documentation - Cisco Systems

- Cisco Secure Email and Web Manager - End-User Guides

- Cisco Secure Email and Web Manager - Release Notes