I would recommend reviewing the following KB articles below; often this issue is a DNS lookup problem where Balance is not able to resolve one of the host names (shortname) for the HA pair. My suggestions would be to make sure the prospect is running the latest release of balance and performing a "nslookup" on the FQDN, IP and Hostname for "BOTH" nodes in a HA pair. Also, under the admin--> Configuration tab, Enter the prospects [Domain Search name] e.g Netapp.com my.lab.org
Hi Alberto, A CSS support Escalation engineer can get you access as root. The Engineering root password is not typically passed out. I would be happy to assist you and we can discuss offline if you would like to contact me directly.