KB Article | Forcepoint Support

Problem Description

When using the Direct Connect or Proxy Connect 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:
  • Policy issue
  • Site access issue
  • File Type access issue
  • Exception issue

Resolution

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

If using Direct Connect Endpoint:
  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. Do not skip any of the steps above. 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
If using Proxy Connect Endpoint: 
  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. Do not skip any of the steps above. 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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