KB Article | Forcepoint Support

Problem Description

As a Forcepoint customer or partner, you have many features you can leverage on the Forcepoint Support Website. This article is intended to guide you through setting up your access and resolving any issues you may encounter.

Resolution

Forcepoint Support Website Setup for Customers 

The Forcepoint Support Website is available for customers who have an active business relationship with Forcepoint. Prospects and potential customers must have an established business relationship with Forcepoint to log in. Product downloads and evaluations are available to you only after your Account Manager has added you to our system. To get the most out of your support experience, follow these steps.

1. Add your organization's Support Contacts to our system.
While you are finalizing your contract details with your Account Manager, ensure that each Support Contact from your company has been added to our system. Having each contact in the system allows you the greatest flexibility to contact Support through any method, anytime, from anywhere. It also allows your technical support contacts to access personalized content on Forcepoint Support that is not available to the general public.

Customers have the option of adding 3 types of Support Contacts:  
User RoleCan ...Cannot ...
Standard User
  • File cases on behalf of your company
  • Create users on behalf of your company
  • Receive Tech Alerts
Technical Contact
  • Create users on behalf of your company
Super User
  • Access all online resources on the Forcepoint Support Website
  • File cases on behalf of your company
  • Create users on behalf of your company
  • Receive Tech Alerts
 
To complete this step, provide your Account Manager with the list of all Support Contacts for your organization:
  • Name
  • Email Address
  • User Role -- Standard User, Technical Contact, or Super User
2. Activate your Customer Support site account.

You can only create an support accounts for email addresses that are registered with Forcepoint. If your contact information and email address were not added to your organization's account when it was created, you will not be able to create an account online. See Step 1 regarding adding your Support Contact information to our system. Contact your Account Manager or Contact Support for assistance.

To activate an account, go to https://support.forcepoint.com/CreateAccount and enter the email address on file with Forcepoint, or Contact Support.

Success: You receive a Welcome email. 
When you successfully register, you will receive an email at the address you provided. Follow the instructions in that email to activate your account and set a password. The Welcome email can be used only once. If you start the welcome process but do not finish, the link in the welcome email will expire and you must request a password reset by calling Technical Support. See the Contact Support page for your regional phone number.
 
Duplicate accounts: You see an error message. 
If you already have an account using this email address, you will receive a message: "The associated email has a current account. Please check your email for instructions on resetting your password."
 
Errors: If you receive any other error message, please Contact Support for assistance in creating your Support site account.
If your Technical Support Contacts do not receive their welcome emails, or if they experience issues attempting to set up their accounts, please Contact Support.
  
3.  Look for Tech Alerts.
Tech Alerts contain technical information of vital importance to customers managing their Forcepoint products. Alert topics include security vulnerabilities, available hotfixes and patches, and new product releases. Depending on how many Forcepoint products you own, you can expect to see a Tech Alert roughly once a month to twice a week. You will only receive Tech Alerts for products your company owns.

Tech Alerts are automatically sent by email to each Technical Contact or Super User for your organization. There is no manual subscription process --  you will automatically be subscribed for products your organization owns. If you are a Technical Contact or Super User and do not receive Tech Alerts, check your Spam folder and add "donotreply@forcepoint.com" to your Address Book or spam filter.

Forcepoint requires that all customers with the authority to file cases receive Tech Alerts to ensure that the latest technical information is communicated to customer contacts who need it. To unsubscribe from Tech Alerts, Contact Support and request a profile change to Standard User. You will no longer receive Tech Alerts and no longer be able to file cases.

4.  Whitelist Forcepoint Support related emails.
Whitelist the following Forcepoint addresses with your email provider:
  • noreply@forcepoint.com
  • support@forcepoint.com
  • donotreply@forcepoint.com
  • noreply@statuspage.io
  • noreply@xfr.forcepoint.com
Failure to do so can impede communication with Forcepoint Support and unnecessarily delay the resolution of your case. In some instances, emails waiting to be authorized at Office 365 have resulted in updates not propagating to the Support Portal as expected.
 

Forcepoint Support Website Setup for Partners

The Forcepoint Support is available for customers and partners who have an active business relationship with Forcepoint. The Partner Portal offers additional functions for Partners. Prospects and potential customers must have an established business relationship with Forcepoint to log in. Product downloads and evaluations are available to you only after your Account Manager has added you to our system. To get the most out of your support experience, follow these steps.

1. Create all necessary Partner user accounts.
Each partner who needs to access the Partner Portal must create a Partner user account at the Create Partner User page. Your Partner account will enable you to access both Forcepoint Support and the Partner Portal.
 
IMPORTANT! Partners should not attempt to create Support accounts by using the Customer Create Account process on Forcepoint Support. Using this will create the wrong type of account, and you will be unable to file cases.
 
Please contact your Forcepoint Channel Team Partner if you experience any issues getting Portal Portal accounts created for your team.

2. Go to the Partner Portal or Forcepoint Support to interact with Support. 
  • Use Forcepoint Support to search the knowledge base, find documentation, and download installer or hotfix files.
  • Use the Partner Portal to file cases and manage users.

 

Personalize Your Support Experience

Personalize your support experience to narrow the products and versions you see on the Documents and Downloads pages and to personalize your knowledge base searches for the products and versions you're interested in. To set your personalizations:
  1. Log into Forcepoint Support.
  2. Go to My Account.
  3. Under the My Profile & Settings section, click My Personalization Settings. The Personalization page lists: 
    • Account-level personalizations. These are set by your Super User and applied to all members of your organization. You cannot de-select these versions. If these versions need to be updated, please contact your Super User.
    • Your individual personalization settings. You can update these settings at any time, and you can select any product you are interested in.
  4. To set your individual personalizations, scroll to the My Personalization Settings section and select all the product versions that you want.
  5. Click Save Personalization (green button at the top of the section).


Online FAQs

How do I reset my password?

Customer Password Reset
  • If you are locked out of the Support site, you can reset your password directly from the Login page. 
  • If you have already logged in and want to change your password, you can do so by navigating to My Account > My Profile & Settings > Change My Password.
  • If you cannot reset your password using these methods, please contact Forcepoint Support for assistance.
Partner Password Reset:
  • Remember that you must use your Partner Account to access the Support site.
  • Use the Partner Forgot Password page.You cannot reset your Partner Account password using the customer Support site.
  • If you are locked out, please contact Forcepoint Support for assistance.

How do I contact Technical Support?

For Customers: If you are logged into your Customer Support site account, you will see your account number and personalized regional telephone number highlighted, which you will need if you contact support by phone. You can also click the Create a Case button to file a case online. You must be logged into your account to view your customized account number, telephone number, and Create a Case button.

For Partners: Log into the Partner Portal  and file a case using the Cases tab.

Both customers and partners can also call Technical Support using the information on the Contact Support page.

Where can I locate my Account ID?

When you are logged in, the Contact Support page will display the Account ID Number.

How do I file a case online?

For Customers: Go to Contact Support and click the Create a Case button. If you need to file a severity 1 case, call the regional Support phone number found on Contact Support.
For Partners: Log into the Partner Portal and file a case using the Cases tab.

Both customers and partners can also call Technical Support using the information on the Contact Support page.

How do I get access to the Customer Support site?

Follow the steps in the Technical Support Setup for Customers and Partners section above. If you have any trouble, reach out to your Account Manager, or Contact Support. Remember that Partners use the Partner Portal for filing cases and all other Partner procedures. Partners only use the Customer Support site to access Documentation and Downloads.

Who do I contact if I cannot log into the Customer Support site?

For Customers: Go to Contact Support and create a case by telephone.
For Partners: Contact your Forcepoint Channel Team Partner or Account Representative.

How do I find Technical Support content to resolve issues on my own?

Go to the Customer Support site. There you will find Documentation, Downloads, and Knowledge Base articles to help you resolve your issues.

Where can I find product documentation?

Go to the Documentation page. Most product documentation is public. If you log into your account, you can set up a customized My Documents list for products and versions you are interested in.

Where can I find knowledge base articles?

Go to the Knowledge Base. When you are not logged in, you will see only articles available for public view. When you log into your account, you can see many more articles that are available for customer use. You can also personalize your search based on the products and versions you are interested in.

Where can I find downloads, including product installers and hotfixes or patches?

A Customer Support site account is required to access downloads. Go to the Downloads page and log into your account, then go to the product and version for which you need a download. Partners, please use your Partner Portal account credentials to log into the Customer Support site.

How do I subscribe to Tech Alerts?​

Tech Alerts related to the products your organization owns are automatically sent to your organization's Technical Contacts and Super Users. There is no manual subscription or unsubscription process.

Tech Alerts contain technical information of vital importance to customers managing their Forcepoint products. Alert topics include security vulnerabilities, available hotfixes and patches, and new product releases. Depending on how many Forcepoint products you own, you can expect to see a Tech Alert roughly once a month to twice a week. You will only receive Tech Alerts for products your company owns.

If you should receive Tech Alerts but are not receiving them, please check your Spam folder and add "donotreply@forcepoint.com" to your Address Book or spam filter.

Forcepoint requires that all customers with the authority to file cases receive Tech Alerts to ensure that the latest technical information is communicated to customer contacts who need it. To unsubscribe from Tech Alerts, Contact Support and request a profile change to Standard User. You will no longer receive Tech Alerts and no longer be able to file cases.

How do I add other users for my organization?

For Customers: Any of your organization's Super Users can add new users.

  1. Have your Super User log into the the Customer Support site and go to My Account.
  2. Scroll down to the Users section and click Manage Company Users.
  3. To add a new user, click the New User button.
  4. Enter all required fields.
  5. Be sure to choose the correct User Role for this user -- Standard User, Technical Contact, or Super User. See the chart earlier in this article for role descriptions.
  6. Click the Create User button.
You can also Contact Support and request new users be added, but it can take up to two business days for such requests to go through. When you request a new user be added, you must provide the following information:
  • User Name
  • Email address
  • User Role -- Standard User, Technical Contact, or Super User. See the table above in this article for role descriptions.
  • Job Function
  • Phone Number
  • Physical Address
For Partners: Have new members of your support team apply for a Partner Portal account at http://www.websense.com/content/partner-new-user.aspx. Please contact your Forcepoint Channel Team Partner if you experience any issues getting Portal Portal accounts created for your team.

For Customers: How do I change a user from Technical Contact or Super User?
To change a user's role, 
  1. Have your Super User log into the the Customer Support site and go to My Account.
  2. Scroll down to the Users section and click Manage Company Users.
  3. Find the user you want to edit, then look for the Action column on the right, and click the Edit User icon. 
User-added image
On the Edit User page, you can choose a new User Role for this user.

How do I remove a user who has left my organization?
To completely disable a user, Contact Support and provide the user's name and email address. The users Support site access will be disabled and they will no longer be able to log into the site. This does not remove the contact entirely from the Manage Users page. Disabled contacts will still appear under the Contacts tab. 

Where are the forums? Where can I discuss issues with other customers?
Visit the Support Community to discuss products with other Customers. You must log in with your Customer Support site or Partner Portal credentials to participate in discussions.

The support site appears to have UI issues when viewed with Internet Explorer.

One common issue reported by visitors using IE is unusable formatting, resulting in a page with overlapping masthead, menu, and content that looks something like this:
 
User-added image

This issue occurs only in Internet Explorer and is related to IE Compatibility View. It is easily resolved by disabling Compatibility View. To disable Compatibility View:
  1. In Internet Explorer, click the gear-shaped Tools icon at the top right corner of the browser window.
  2. From the menu that pops up, select Compatibility View Settings.
  3. In the Compatibility View Settings window, deselect (uncheck) the Display intranet sites in Compatibility View check box.
    User-added image
  4. Reload the page. You should see the page with full and usable masthead, menu, and content.



keywords: support; website; support site; account; permission; faq; knowledge base; documentation; hotfixes; password reset; portal; support.forcepoint.com; whitelist

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