KB Article | Forcepoint Support

Problem Description

When using the a Forcepoint Endpoint, if there is an issue that needs to be addressed by Technical support, there are specific files to gather. Examples of scenarios where these logs would be helpful:

Web Endpoint (Cloud and Hybrid, PCEP and DCEP)
  • Installation issue
  • Upgrade issue
  • Policy issue
  • Site access issue
  • File Type access issue
  • Exception issue
DLP Endpoint 
  • Installation issue
  • Upgrade issue
  • Performance issues
  • Policy issues

Resolution

Follow the below steps to collect the required logs:
Note Close all the browsers before following the below steps.

Web DCEP Endpoint
Web PCEP Endpoint
DLP Endpoint

Web Direct Connect Endpoint (DCEP)
Installation Issues: Be prepared to show Windows Event Viewer for an affected client.
Upgrade and Uninstall Issues: Endpoint Debug (Client Info) - How to use the Forcepoint Web Security Endpoint diagnostics tool
Other Endpoint Issues: Endpoint Debug (Client Info), Wireshark, Blackspider screen shot (see below)
  1. Use the Endpoint Debug. For instructions, see How to use the Forcepoint Web Security Endpoint diagnostics tool
  2. When the tool is launched, each diagnostic test is executed in sequence.
  3. Click on Debugging > Stop Debug session automatically after 10 minutes > Start.
  4. Start a Wireshark capture. For instructions, see Use Wireshark to troubleshoot Forcepoint URL Filtering.
  5. Try to access the problematic site and wait till loads completely.
  6. Take a screenshot of the site you accessed and attach it to the case.
  7. Stop the Wireshark capture and save the output.
  8. Stop the Endpoint Debug which will automatically collects the ClientInfo zip file which should save to the desktop.
  9. Open browser and enter the below URL, and create a screenshot of the page it produces:
http://query.webdefence.global.blackspider.com/?with=all
 
This set of logs will help Technical Support identify the issue. Attempt to attach the logs directly to the case at the Support Site.
If the files are too large, zip into a single folder and upload it to our FTP server and mention the File Name given to the folder so Technical Support may locate the files:
  • hostname: ftp.websense.com
  • username: eng_public
  • password: websense
Web Proxy Connect Endpoint (PCEP)
Installation Issues: Be prepared to show Windows Event Viewer for an affected client.
Upgrade and Uninstall Issues: Endpoint Debug (Client Info) - How to use the Forcepoint Web Security Endpoint diagnostics tool
Other Endpoint Issues: Endpoint Debug (Client Info), Wireshark, Blackspider screen shot, Endpoint Screenshot (see below)
  1. Start a Wireshark capture. For instructions, see Use Wireshark to troubleshoot Forcepoint URL Filtering.
  2. Try to access the problematic site and wait till loads completely.
  3. Take a screenshot of the site you accessed and attach it to the case.
  4. Stop the Wireshark capture and save the output.
  5. Open browser and enter the below URL, and create a screenshot of the page it produces:
http://query.webdefence.global.blackspider.com/?with=all
  1. Open the Endpoint from the task tray.
  2. If there are any red X's next to System Information, Network Diagnostics or Pac file status:
    1. Click the radio button for the section in question.
    2. Click Run Diagnostics.
    3. Take a screenshot of the results. 
  3. Click the Collect Endpoint Info... button on the bottom right.
  4. Locate the ClientInfo zipped folder now located on the desktop to send to Technical Support.
This set of logs will help Technical Support identify the issue. Attempt to attach the logs directly to the case at the Support Site.
If the files are too large, zip into a single folder and upload it to our FTP server and mention the File Name given to the folder so Technical Support may locate the files:
  • hostname: ftp.websense.com
  • username: eng_public
  • password: websense

DLP Endpoint
Important These steps only work in Forcepoint One Endpoint, which is the current supported version. Previous Standalone endpoints do not have this option.
Installation Issues: Be prepared to show Windows Event Viewer for an affected client.
All other issues: A client info is required and screen shot of the endpoint in use, see below.
  1. Right-click the Forcepoint DLP Icon from the task tray. 
  2. Click Open Forcepoint One Endpoint Diagnostics.
  3. Take a screenshot of the System Information present in the Diagnostics Tool.
  4. Click the Collect Endpoint Info... button on the bottom right.
  5. Locate the ClientInfo zipped folder now located on the desktop to send to Technical Support.
This set of logs will help Technical Support identify the issue. Attempt to attach the logs directly to the case at the Support Site.
If the files are too large, zip into a single folder and upload it to our FTP server and mention the File Name given to the folder so Technical Support may locate the files:
  • hostname: ftp.websense.com
  • username: eng_public
  • password: websense

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