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Endpoint Troubleshooting **Featured Article**

  • Article Number: 000017697
  • Products: Forcepoint DLP Endpoint, Forcepoint Web Security Endpoint, Forcepoint Web Security Endpoint Cloud, NGFW ECA Client for Windows, TRITON AP-ENDPOINT DLP, TRITON AP-ENDPOINT Web
  • Version: All versions
  • Last Published Date: October 19, 2020

Notes & Warnings

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Resolution

This page is designed to be a one-stop shop with featured content articles that provide relevant information regarding Endpoint questions.

Note The featured content listed may apply to multiple products and versions. Verify the products and versions stated in the article to ensure you are reviewing the correct featured content for your configuration.

Product information covered in this article includes:

All Endpoints
DLP Endpoint
Web DCEP and PCEP Endpoints
Web DCEP Endpoint Only
Web PCEP Endpoint Only


Videos

The following are videos created as supplements to the product guides and knowledge articles. Additional videos will be added to this list as they become available. To view all available videos, click the Support Videos option in the Knowledge Base.
Important For all Endpoint technical support cases, a ClientInfo will need to be attached. See Logs to be collected for Forcepoint Endpoint.

Forcepoint One Endpoint is the current Endpoint for Web, DLP and Next Generation Firewall ECA. Prior standalone endpoints for Web and DLP are no longer being updated separately, and are no longer supported. Before submitting a case for an Endpoint issue, ensure the newest Endpoint version is installed. To check endpoint versions and type: In addition, ensure the Computer Operating System and Browsers are compatible with the endpoint in use. For information, see the below product matrices.  

All Endpoints

For information on upgrading an existing Forcepoint One Endpoint, see Upgrading Forcepoint One Endpoint Solutions.

Videos

Deployment
Deploying Forcepoint Endpoint using GPO
Important Forcepoint Technical Support does not support technical issues with mass deployment options. See Microsoft's documentation for assistance.

Create and distribute the Forcepoint Endpoint using SCCM or SMS
Important Forcepoint Technical Support does not support technical issues with mass deployment options. See Microsoft's documentation for assistance.

Deploying Forcepoint Endpoint for MacOS using Jamf
Important Forcepoint Technical Support does not support technical issues with mass deployment options. See Jamf's documentation for assistance.
This article includes the steps to install the Endpoint without prompting for a reboot or automatically rebooting.

Forcepoint One Endpoint Firefox v53-56 Silent Extension Deployment
If you are using Firefox v53 through v56 with Forcepoint One Endpoint on Windows machines, follow the steps in this article to install the extension silently.

Preparing Windows Environments for Endpoint Agents
This article includes prerequisites for deploying Forcepoint Endpoint on Windows Environment

Forcepoint One Endpoint Compatibility with the Windows 10 May 2019 Update (Version 1903)
Forcepoint One Endpoint versions 19.04 and lower are not compatible with the Windows 10 May 2019 Update, also known as version 1903

Forcepoint Endpoint and Forcepoint One Endpoint Support for macOS 10.14.5 with Kernel Notarization
Forcepoint Endpoint support for macOS 10.14.15

Troubleshooting
Excluding Forcepoint Endpoint from Antivirus Scanning
The most common issue with upgrading and installing endpoints of any type is due to interference or endpoint service corruption from Antivirus. 

Forcepoint Endpoint compatibility with similar security product endpoints
Many problems with the endpoint can stem from other security product endpoints, and their complete removal is standard for troubleshooting.

Cannot install or uninstall Endpoint due to corrupted Endpoint service
This article gives troubleshooting steps if Antivirus or another program on the computer corrupts the Endpoint service.

Uninstalling Endpoint Clients Through Command Line
This article explains how to uninstall endpoints with Command Prompt. 

Issues uninstalling the Forcepoint Endpoint
This article gives troubleshooting steps to take if uninstallation is unsuccessful.

Forcepoint Endpoint Agent detected as malicious software on MacOS
Error ""WebsenseEPClassifier.pkg" can't be opened because Apple cannot check it for malicious software." is caused by Gatekeeper.

Collecting Memory Dumps to Debug Driver Conflicts with Forcepoint Endpoint
This article includes steps to collect memory dumps to troubleshoot issues such as application crashes, hanging, or overall system performance issues.

Replacing the Message XML in the Forcepoint Endpoint All-in-One Package Builder
Follow these instructions in the article to replace the message XML in the Forcepoint Endpoint All-in-One Package Builder with a custom or updated one.

Endpoint not installing due to "Windows Installer Coordinator"
This article explains an issue where a popup appears from "Windows Installer Coordinator", which  loops and never finishes or closes.
 

DLP Endpoint

Videos

General

Understanding Endpoint Database Fingerprinting (FPNE) Detection
This article explains how Endpoint Database Fingerprinting detection functions.

DLP Endpoint Client Incident Handling When Off-Network
This article explains about how the Forcepoint DLP Endpoint Client handle incidents while it is disconnected from the Endpoint Server.

Enabling and Configuring Online Apps
This article include steps to enable Online Apps functionality.

How does the DLP Endpoint Determine an Idle State?
This article explains about how the Endpoint Client determines an idle status on the machines.

Verifying the Forcepoint DLP Endpoint Build Version
This article explains how to verify the Forcepoint DLP Endpoint build version.

Supported Special Characters in Forcepoint DLP Environments
This article explains about what special characters within account passwords can be used, and which should not be used on Forcepoint DLP environments.

Manually Update the DLP Policy on the Endpoint Machine
This article outlines steps to manually update the policy on the Endpoint machine without opening the UI.

Forcepoint DLP Endpoint Option Greyed Out in the Endpoint Package Builder
When attempting to create a Combined (Web+DLP) or DLP-only package of the Forcepoint One Endpoint (or legacy DLP Endpoint), the DLP option appears to be greyed out.

Deployment

Installing Forcepoint One Endpoint v19 on macOS 10.15
This article deals with a specific error: “WebsenseEndpoint.pkg” can’t be opened because Apple cannot check it for malicious software.”

Enabling Full Disk Access for Forcepoint DLP Endpoint on macOS 10.15
This article is specific to changes to macOS 10.15 (Catalina) requiring Full Disk Access permissions.

General Endpoint Client Best Practices
This article outlines best practices to follow on machines with the Forcepoint DLP Endpoint installed.
 
Configuration
 
Updating Confirmation Dialog message files in Forcepoint One Endpoint v19.06 and higher
If you are using the new confirmation dialog window, you must load the new client messages into the Forcepoint DLP Manager to maintain localization settings across your production endpoint machines.

Disabling DLP Endpoint Client Hooking for Specific Applications
This article includes steps to exclude (or bypass) a particular application from DLP Endpoint monitoring/protection to troubleshoot compatibility issues.

Excluding A Directory From Forcepoint DLP Discovery
This article include steps to exclude a specific sub-directory of a share that is being scanned by a Discovery task.

DLP macOS Native Application Print and Clipboard Support
macOS Native Apps for processing Print and Clipboard activities made available with macOS 10.13 are not supported in macOS DLP Endpoint versions (except for the Safari browser) prior to 8.5.0.2831

Mac DLP Endpoint Safari 12 Support on macOS 10.14+
Due to the security restrictions imposed by the Safari extension framework on macOS 10.14 and higher, the Endpoint HTTP/HTTPS channel for Safari 12 has limited support and may not work for some sites that use form POST

Using Custom Computers in Endpoint DLP Policies
The Fully Qualified Domain Name (FQDN) is a required entry in each Custom Computer in order for DLP rules to trigger as desired.
 
Troubleshooting
 
Troubleshooting DLP Endpoint Performance Issues Relating to Antivirus
Antivirus is the primary cause for problems with the DLP endpoint including performance, upgrading and installation. 

Capturing DLP Endpoint transactions on Windows and MacOS
This article explains how to capture Endpoint logs on Windows and MacOS for troubleshooting.

Forcepoint DLP Endpoint Continues Asking for a Restart After Installation
The Endpoint continuously asks for a restart, despite having already been restarted.

Outlook Experiences Significant Latency with the DLP Endpoint Installed
This article gives steps for resolving Outlook latency when DLP Endpoint is installed.

How many KVOOP.EXE processes should be running on an Endpoint Client machine?
This article gives information regarding how many KVOOP.EXE processes should be running on a machine.

Microsoft Edge DLP Not Triggering with File Access Monitoring Enabled
This article explains an issue where file uploads are not blocked and users are able to upload confidential data through Edge

Manually Disable Forcepoint DLP Endpoint Services
This article include steps to manually stop the Forcepoint DLP Endpoint services on a machine to troubleshoot issues.

Performing Remote Operations on the Endpoint Using psexec
This article provides instructions on how to use psexec to run commands remotely on Endpoint Client machines.

Mac Troubleshooting Commands for the Forcepoint DLP Endpoint
This article lists commands similar to WDEUtil on Windows machines that can be used to troubleshoot and operate the Forcepoint DLP Endpoint on Mac environments.

DLP System Log - "The Number of Endpoints Currently Deployed Exceeds the Number Licensed 0"
This article discusses a visual bug related to licensing that does not affect detection.

Troubleshoot Endpoint Connectivity to DLP
This article includes basic steps to troubleshoot issues where the Forcepoint DLP Endpoint does not connect to the Forcepoint Endpoint server, shows as Disconnected, or never updates its policies.

Browser Extension Configuration and Compatibility
Browser Extension Troubleshooting
Disable/Enable Chrome Extension in DLP Endpoint (Windows and macOS)
This article explains how to disable or enable the Chrome extension for use or troubleshooting.

Chrome extension not showing up in Chrome after the DLP Endpoint has been installed
This article explains how to resolve issues with the Chrome extension, provided the extension is supported for the Chrome version in use.

Delay loading web pages when using Chrome v64 or higher
If you use Chrome v64 or higher on a Windows endpoint machine, the browser becomes unresponsive for a few minutes and displays a “Waiting for …” message at the bottom of the browser window. If the Forcepoint Endpoint extension was the last extension loaded before Chrome became unresponsive, the message at the bottom of the window may be “Waiting for Forcepoint Extension …

DLP Endpoint Server
Configuring Load Balancing and High Availability for Forcepoint DLP Endpoint Servers
This article explains best practice for load balancing DLP Endpoint servers.

Red Endpoint Sync Status Under DLP Endpoint Status
This article explains what can cause the "Red" status, and provides different options to clear it. 

Connecting External DLP Endpoints to a Public Internal or Cloud/DMZ Endpoint Server
This article explains configuration, but requires DLP 8.4 or higher. 

Customizing Forcepoint DLP Endpoint client messages
This article explains how to customize the Endpoint popup messages.
 

Web DCEP and PCEP Endpoints

Web Direct Connect Endpoint (DCEP) and Web Proxy Connect Endpoint (PCEP) are used for Cloud or Web Hybrid solutions. For information between the two endpoint types, see Web Endpoint Overview.

CVE-2019-6144 DLP and Web Security Endpoint Authentication Bypass Vulnerability
Updating to the newest endpoint (19.09 or higher) is suggested.

Starting and Stopping Windows Forcepoint One Web Endpoint Services
This article details how to start and stop Forcepoint One Endpoints for troubleshooting purposes

Endpoint installation causes Blue Screen on Windows 10 machine
This article explains about an Endpoint installation issue on windows 10 machine

End User Control settings are not applied to users
End Users are unable to enable/disable endpoint from tray icon.

Local Administrators are being prompted for authentication when Forcepoint Endpoint is installed
This issue occurs since the local admins are non domain users.

How to find the version of Forcepoint Endpoint installed on all the machines in the organization
This article includes steps to find the endpoint version in cloud web security.

Web Endpoint will not install on a Windows Server
Endpoint installation issue on windows server.

Updating the Web Cloud Endpoint Client anti-tampering password
This article provides steps to update the endpoint client anti tampering password. 

Installing Forcepoint One Endpoint for Mac with Apple Remote Desktop
How to install Forcepoint One Endpoint as a group rather than one-by-one for MAC

Troubleshooting Windows Forcepoint Endpoint Client Uninstallation Issues
Unable to uninstall endpoint client.

Forcepoint One Endpoint Telemetry
This article provides details about Endpoint Telemetry feature introduced in version 20.05

Web Endpoint wepsvc process running high CPU on a Citrix terminal server
High CPU utilization on citrix environment.
 


Deployment
Forcepoint Web Security Endpoint installation for Hybrid
This article acts as a supplement to the Forcepoint One Endpoint Installation and Deployment guide, particularly for PCEP installations. For DCEP, begin at page 37 on Forcepoint One Endpoint Installation and Deployment.

Forcepoint Web Security Endpoint installation from the Cloud
This article acts as a supplement to the Forcepoint One Endpoint Installation and Deployment guide.

Proxy Connect or Direct Connect Endpoint Client in VDI environments
Web Endpoints are not supported on VDI Environments, PAC file and NTLM suggested.
 

Web DCEP Endpoint Only

IPv6 Support for Web Endpoint
Important Only Web DCEP endpoints can use IPv6, with version 19.03 or higher when in a mixed configuration. IPv6 only deployments are not supported.

Users using a Non-Domain machine with DCEP are not being filtered
This is a specific issue to DCEP endpoint users on non-domain machines.

Direct Connect Endpoint Client does not log or filter requests from end users 
This is a specific issue to DCEP where the DCEP does not log or filter requests from end users.

Cannot install DCEP version 3527 on Windows 10
DCEP Installation issue on windows 10.

Users are seeing Content/Video unavailable while playing youtube videos through Forcepoint Direct Connect Endpoint
Users are unable to load youtube videos through DCEP.

Disable notifications for Direct Connect Endpoint
This article include steps to disable notifications for DCEP

Ensuring the Direct Connect Endpoint goes to fallback mode when connected to VPN
DCEP goes to fallback mode when connected to VPN

Not able to connect to Sonicwall VPN with Direct Connect Endpoint installed
DCEP users unable to connect to Sonicwall VPN
 

Web PCEP Endpoint Only

PAC file remains after uninstalling Web Endpoint
This issue is commonly caused by incomplete uninstalls, or a locked out registry.

PAC file appearing in LAN settings sporadically after removal of PCEP client
This issue is similar to PAC file remains after uninstalling Web Endpoint and is found to be due to a bug within Microsoft Office.

PAC and Internet Explorer Issues
There are known issues with Internet Explorer and PAC file integration, detailed by Microsoft. 

HTTPS PAC file not working in IE/Edge after Windows Update
This known issue only applies to pure Cloud deployments.

Cloud or Web Hybrid endpoint client not applying policy specific PAC file
This problem can appear as users not being able to access the internet, users not getting the right policy, or not being identified.

Web endpoint client downloads incorrect PAC file
This error presents as "You are not authorized to use Hybrid" or similar error from web defence.

PCEP Endpoints: HTTPS websites require CA Certificate to be installed on Firefox
This error is specific to MacOS users who browse with Firefox.

Moving Proxy Connect Endpoint migration from Hybrid to Cloud without uninstalling the endpoint agent
How to move hybrid endpoint to cloud without uninstalling the endopint client. 

Proxy Connect Endpoint: User is prompted for authentication when they access FTP over HTTP
How to access FTP over HTTP using endpoint. 

Users are able to bypass Cloud Proxy using Firefox with Proxy Connect Endpoint installed v19.10
This article explains about an issue where users were able to control browser proxy settings when endpoint client is running. 

Mac Proxy Connect Web Endpoint Installation Error: "Cannot find the required setting files to install the endpoint"
PCEP installation issue on MAC.

Fiddler does not work when using Proxy Connect Endpoint Client
Unable to use fiddler when PCEP is running.

Force Proxy Connect Endpoint to use HTTPS PAC url
How to force PCEP to use HTTPS pac url.





Keywords: Endpoint troubleshooting; DLP Endpoint; Web PCEP Endpoint; Web DCEP Endpoint; Deployment; Browser Configuration; Browser Extension Troubleshooting; DLP Endpoint Server

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