KB Article | Forcepoint Support

Notes & Warnings

Note The i500 series appliance is a Cloud appliance. For on-premises appliances (V or X series), see Appliance Configuration Summary

Problem Description

How to collect i500 series appliance diagnostics.



To collect diagnostics, an SSH tool such as PuTTY will need to be installed.
  1. SSH into the C interface of the i500
  2. Login as admin.
  3. The i500 has a menu driven interface.
  • For assistance with the menu interface, type help
  • When you first login to the appliance you will see a prompt labeled cmd.
  1. Type services
  2. Type analysis
  3. Type set_loglevel all
  4. Reproduce the issue that diagnostics are being collected for and be sure to write down the time stamp of the issue including time zone.
  5. Type services
  6. Type analysis
  7. Type set_loglevel error
  8. Type device
  9. Type diags_upload --upload-url <destination URL>
Example: diags_upload --upload-url ftp://eng_public:websense@ftp.websense.com/filename.tar.gz

If ftp is not enabled you can still find the file by using root access:
  1. Type system
You will be prompted for the root password.
Forcepoint Technical Support can obtain the root password from the portal under Device Management > Select Appliance > Edit, then click Technical Support Tools.
  1. To find the diags_upload output type cd /var/websense/diags_upload 
  2. The diagnostics file is saved as a tar.gz file. Use SCP or WinSCP to transfer the file to a local computer.
  3. Use Kiteworks or another transfer method to send to Forcepoint.

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