Troubleshooting — Nutanix

If the appliance is deployed but isn't behaving as expected, work through the issues below. If it boots but never connects — or the tunnel drops right after it establishes — the cause is usually firewall L7/TLS inspection or NAC, not this platform: see Connectivity Troubleshooting.

The VM boots to a black screen or stops at the UEFI shell

The VM was created with Legacy BIOS instead of UEFI. Power off the VM, open its settings, and confirm the boot firmware is set to UEFI. In acli, run acli vm.update rta uefi_boot=true while the VM is powered off, then power it back on. If the VM was just created, it is easier to delete it and re-create it with uefi_boot=true.

The image upload fails or hangs

Large uploads from a URL can time out if the cluster cannot reach the source. If the URL upload stalls, download the QCOW2 file locally and upload it as a file through the Prism Image Configuration dialog instead. Verify the cluster has outbound HTTP/HTTPS access to the URL host.

The NIC shows as connected but the appliance has no network

The NIC must be on a network/VLAN that has Layer-2 adjacency to the engagement targets and outbound internet access for the VPN tunnel to the Sophos headend. A NAT or isolated network will prevent the appliance from connecting. Confirm the correct VLAN with your Nutanix administrator.

The appliance boots but never connects

First confirm both disks are attached — without the cidata seed disk the appliance has no engagement identity. Open the VM console in Prism (Element or Central): select the VM → Launch Console. Because this image is pre-registered, the console shows a live status and troubleshooting dashboard (network interface, VPN tunnel, connectivity health) — use it to confirm the tunnel is up. If it reports a problem it can't resolve, share what the dashboard shows with your engagement lead.