WFO: Active KMS Server and Standby KMS Server is down

Doc ID		SOLN295909
Version:		6.0
Status:		Published
Published date:		04 Jan 2019
Created Date:		02 Sep 2016

Author:

Imaobong Ekwere

Details

WFO 12.0 HFR 8 (applicable to any patch version)

WFO alarms "Active KMS Server [FQDN] is down Alarm Raised by CryptoMonitoringPlugin" and "Standby KMS Server [FQDN] is down Alarm Acknowledged by CryptoMonitoringPlugin. Installed Microsoft patches

Problem Clarification

WFO alarms "Active KMS Server [FQDN] is down Alarm Raised by CryptoMonitoringPlugin" and "Standby KMS Server [FQDN] is down Alarm Acknowledged by CryptoMonitoringPlugin

Also the WFO alarm page was flagging the alarms:
"A system error occurred on xxxxxx CryptoSDK error while handling WAV file "K\AvayaAura\Data\\contentserver\SessionCache\yyyyyy.wav"

Cause

The KMS server was having issues and also down.
- Also possibility of installing Microsoft Update that had been flagged by Verint as "Do Not Install" on the KMS server.

In a similar case, the issue was caused by an expired SSL certificate on the server.

Solution

Reboot of the KMS server.
(Also uninstall Microsoft update KB3161639 for Windows 7 SP1, Windows Server 2008 R2 SP1, Windows RT 8.1, Windows 8.1)

Once the cause of the alarm has been determined and resolved, the alarm itself may need to be "Acknowledged" to clear it.

Similarly, Verint by activating the Verint provided certificate and updating the security tab of the WFO Enterprise Management page with the login credentials and on the RSAProvider.cfg file on the server because the site was on HFR 8 (which does not update security information automatically).

Additional Relevant Phrases

WFO: Active KMS Server and Standby KMS Server is down Crypto SDK

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