1. Use the admin account to login to service gateway local appliance backend, then use following command to start log collection daemon:
   > log collect

   

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   After a few minutes, the log download URL and password will be provided.

2. Access the URL with a browser, and use the admin/password obtained from Step 1 to download the log package.
3. Provide the log package to Trend Micro Technical Support for further investigation.

One possible reason is that the Service Gateway has incorrect system time.

Check Service Gateway backend time and time zone with following command:
> show time

If time is incorrect, Service Gateway will disconnect Vision One and show "unhealthy" status.

Add Service Gateway NTP server by using Service Gateway clish command, then sync time to make sure Service Gateway system time is correct.
# configure ntp {NTP server address}

We cannot provide IP address or IP ranges for Trend Micro Vision One because they are dynamically assigned and can change any time.

Currently, only whitelisting the mentioned URLs is supported. For additional information, refer to Firewall Requirements for Trend Vision One.

1. Configure proxy setting:
   # configure proxy set http proxyURL.trendnet.org:8080
2. Test connection status:
   # connect
   • If successful, the following will be shown:

     DNS query successful.
     Successfully connected to Service Gateway Registration service.

   • If the connection test fails, use "ping" command to check if the Service Gateway can reach the proxy:
     # ping proxyURL.trendnet.org

     ping: proxyURL.trendnet.org: Name or service not known.

3. If the proxy URL is not correct, use the following command to delete the original configuration, and then reconfigure the proxy: # configure proxy delete
4. After successfully setting proxy, user can register Service Gateway to Trend Micro Vision One. # register "Token Key"

The option to download the "Service Gateway forward proxy deployment script" is not available:

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This can happen if the "Forward proxy" option in Service Gateway is not enabled. Follow the steps below to enable the 'Forward Proxy' option:

1. Go to Inventory Management > Service Gateway Management and find your Service Gateway.
2. Enable Forward proxy.

   Click the image to enlarge. Service Gateway Management 1.0 UI

   Click the image to enlarge. Service Gateway Management 2.0 UI

3. Go to Inventory Management > Endpoint Inventory > Agent Installer.
4. The 'Service Gateway forward proxy deployment script' option can be seen.

   

   ^{Click the image to enlarge.}