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Collecting the necessary information for submitting a support case for Cloud Edge

    • Updated:
    • 17 Sep 2018
    • Product/Version:
    • Cloud Edge 5.2
    • Platform:
    • N/A N/A
Summary

This article explains how to gather necessary details in filing a support case regarding Cloud Edge.

Details
Public

Before doing the procedure below, make sure that the servers, clients, and Cloud Edge device have their time synchronized. Connect the PC to the management port of Cloud Edge, then log into the Cloud Edge On-Premises Console. By default, the IP address of the management port is 192.168.252.1. Below are the default credentials:

Username: admin
Password: adminCloudEdge

If the Quick Setup page appears, click Cloud Edge On-Premises Console link.

Cloud Edge On-Premises Console

To collect the details:

  1. Enable the debug mode to get the detailed log output.
     
    Enabling the debug mode will restart the scanning daemon, which takes about two (2) minutes to complete. After you enable the debug mode, kindly wait for three (3) minutes before you replicate the issue.
    1. Go to Administration > Diagnostics.
    2. Click Diagnostic Files.
    3. Enable Debug Mode.

      Enable debug mode

    ​​
  2. Get the packet capture.
    1. Go to Administration > Diagnostics.
    2. Click Packet Capture.
    3. Select all the interfaces and click Start Capture.

      Click Start Capture

  3. Replicate the issue and record the following information. At the same time, record the time table. The time when the issue occurred is very important to analyze the logs. ​​
     
    Sometimes browser cache causes web access problem. Kindly clear the browser cache beforehand.
    • Web-related issue
      • Time of issue occurrence
      • Client IP address
      • Destination URL
      • Screenshot where the problem happened (e.g. error page)
    • Email-related issue
      • Time of issue occurrence
      • IP address of email client
      • Email details (e.g. subject, sender, recipient)
      • Outgoing mail server configuration (e.g. host name, encrypted method)
      • Incoming mail server configuration (e.g. host name, account type such as POP3, IMAP, encrypted method)
      • Mail sample in EML or MSG format
      • Screenshot where the problem happened (e.g. error page)
  4. Stop the packet capture.
    1. Go to Administration > Diagnostics.
    2. Select Packet Capture.
    3. Click Stop Capture.

      Stop packet capture

      You can see several files are created, which are the same as interface number. The file name's format is "capture-ethx-YYY-MM-DD.xxxxxxxxxx.xx.pacap.tar.gz". Get these files and send to us for further analysis.

      Download packet capture

  5. Get Diagnostic files.
    1. Go to Administration > Diagnostics.
    2. Select Diagnostics Files.
    3. Set the Time Period to Last 7 days.
    4. Tick all categories and click Generate File.

      Generate diagnostic files

  6. Disable Debug Mode under Administration > Diagnostics > Diagnostic Files.

    Disable debug mode

  7. Collect additional logs.

    I. Audit Log

    1. Log in to Cloud Edge On-Premises console.
    2. Go to Administration > Device Logs > Audit Log.
    3. Set the Time Period to Last 30 days and add all accounts to Selected Accounts.
    4. Click Query and get logs using the Export to CSV button.

    II. Policy Enforcement

    1. On the console, go to Analysis & Reports > Policy Enforcement.
    2. Click the Raw log query icon on the upper-right corner, and click Select Column.
    3. Enable all the check boxes and click Export to CSV.

    III. Internet Security

    1. On the console, go to Analysis & Reports > Internet Security.
    2. Click the Raw log query icon on the upper-right corner, and click Select Column.
    3. Enable all the check boxes and click Export to CSV.
  8. Send the following to Trend Micro Technical Support.
    • Detailed explanation of the issue (e.g. "When I access _ttp://xxx.xxx/xxx, I see the error message 'Page not found' in the browser - Internet Explorer ver.xxx")
    • For web delay issue, consider to get a video
    • Time when the issue occurred
    • Network structure image (including the IP address of each computer in the structure)
    • Diagnostic file
    • Browser name and version
    • Screenshot of browser page error
    • Screenshot of Gateway Information page (located under Cloud Edge console > Gateways > Cloud Edge > Gateway Information)
    • Backup file (To get this, go to Cloud Edge console > Administration > Maintenance. Click Create Backup Now and then click Download.)
    • Scenario when the problem started
    • If there is any system change before the issue
    • If the issue occurred in a specific device or all devices
    • If the issue occurred in a specific URL or all URLs
    • If the issue occurred in a specific browser or all browsers
    • If the issue occurred even without Cloud Edge
Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1121028
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