Sign In with your
Trend Micro Account
Need Help?
Need More Help?

Create a technical support case if you need further support.

Basic troubleshooting in Deep Discovery Inspector (DDI) 3.8

    • Updated:
    • 12 Dec 2017
    • Product/Version:
    • Deep Discovery Inspector 3.8
    • Platform:
    • N/A N/A
Summary

In the event that DDI does not function as expected, (e.g. no detection logs, etc.), these basic troubleshooting steps can be performed using the built-in functions in DDI.

Details
Public

To troubleshoot issues in DDI:

  1. Check the license status through the Administration > Product License section of the web console. If the license is invalid, DDI will not log detection events, perform updates and many functions will be grayed out on the web console.
  2. Verify if DDI can connect back to the related backend services via Network Services Diagnostics. For the steps, refer to Verifying Backend Services in Deep Discovery Inspector (DDI) 3.8.
  3. Go to Administration > System Settings > Network Interface to check if the network interfaces are active.

    If an interface is not active, check the physical connection of the network switch. Ensure that the data ports are connected to the correct SPAN or network tap port.

    Network Interface

    Click image to enlarge

  4. Verify if DDI is receiving network packets. To capture the packets on each port, do the following:

    1. On the Network Interface Port Status section, choose an active data port then under the Packet Capture column, click Start.

       
      Do not run multiple capture sessions. Wait for a session to finish before starting a new one.

      Click Start

      Click image to enlarge

    2. Initiate some network traffic (like access a website) or use ping commands on the network that is monitored by DDI on the specific Data Port.
    3. Click Stop to end the packet capture.
    4. Click View to see information about the captured packets using the web console.
    5. Verify if there are any system logs for error or warning conditions via the Administration > System Logs section of the web console.

      System Logs

      Click image to enlarge

  5. If further assistance is required, collect the error logs and configuration settings first before contacting Technical Support. To collect the error logs and configure the settings, do the following:

    1. Access the troubleshooting page: https://DDI_IP/html/troubleshooting.htm.
    2. Go to LogsDebug Logs.

      Go to Debug Logs

      Click image to enlarge

    3. Under Debug Log and Configuration Export > Select information to export, choose Export appliance configuration and Export debug log.

       
      To conserve system resources, perform only one export at a time.

      Select Information to export

      Click image to enlarge

    4. Click Export.

      Click Export

      Click image to enlarge

Premium
Internal
Rating:
Category:
Configure
Solution Id:
1119041
Feedback
Did this article help you?

Thank you for your feedback!

To help us improve the quality of this article, please leave your email here so we can clarify further your feedback, if neccessary:
We will not send you spam or share your email address.

*This form is automated system. General questions, technical, sales, and product-related issues submitted through this form will not be answered.

If you need additional help, you may try to contact the support team. Contact Support

To help us improve the quality of this article, please leave your email here so we can clarify further your feedback, if neccessary:
We will not send you spam or share your email address.

*This form is automated system. General questions, technical, sales, and product-related issues submitted through this form will not be answered.