Trend Micro TippingPoint Security Management System (SMS) Recovery Guide

Product / Version includes:

TippingPoint SMS All

Last updated: 2025/08/21

Solution ID: KA-0020844

Category: Troubleshoot

Summary

This guide provides step-by-step instructions for recovering a failed SMS device, which includes performing a factory reset and reinstalling the system. Ensure you have an SMS backup to restore the system fully. The recovery process involves:

Obtaining the SMS software from TAC.
Creating a bootable USB flash drive with the SMS ISO image.
Performing a factory install from the USB drive.
Configuring the SMS device for your network.
Restoring the SMS database from a backup (if available).
Unmanaging and re-managing all IPS devices (if required).

Trend Micro TippingPoint Security Management System (SMS) Recovery Guide

Recovery Considerations

Requirements:

SMS recovery ISO image.
USB flash drive with at least 2GB of storage.
USB formatting utility (e.g., Rufus* or other utilities) to create a bootable USB drive.
Use a USB port on the rear of the SMS units for stability and speed.

Supported Platforms:

The SMS recovery process supports all currently supported SMS platforms.

Recovery Process

1. Get the ISO Image:

Contact the Technical Assistance Center (TAC) to obtain the appropriate SMS ISO image.

2. Create a Bootable USB Flash Drive:

Use the Rufus utility to format the USB flash drive and copy the ISO image. Configuration options in Rufus:

Device: Select the USB drive.
File System: FAT32.
Volume Label: Provide a name.
Bootable disk format: ISO Image.

Locate and select the SMS ISO recovery image, then start the process.

3. SMS Factory Install from USB Memory Stick:

Insert the USB flash drive into the SMS and reboot. Follow the specific instructions for your SMS model (H3, H4, or H5) to complete the installation. Remove the USB flash drive and reboot the SMS after installation is complete.

3.1 SMS H3 Factory Install:

You might have to change the boot order of the SMS via the CMOS by pressing F9 (Setup) or F11 (Boot order) during the boot-up process.
Insert the formatted USB flash drive in the SMS and reboot the system.
Once the boot process has been initiated via the SMS USB flash drive, you will be presented with a warning and the command prompt.
To proceed, type the word "Install" at the command prompt and press Enter to continue.
When the installation is complete, the system displays a "Complete" message.
Remove the USB flash drive from the SMS.
Press Enter to reboot the SMS.

3.2 SMS H4 Factory Install:

You will need to change the boot order of the SMS via the CMOS by pressing F11 (Boot Manager).
Insert the formatted USB flash drive in the SMS and reboot the system.
Press F11 (Boot Manager).
On the Boot Manager menu, select "One-shot BIOS Boot Menu."
In the Select Legacy Boot Option, select the USB drive.
Once the boot process has been initiated via the SMS USB flash drive, you will be presented with a warning and the command prompt.
To proceed, type the word "install" at the command prompt and press Enter to continue.
Remove the USB flash drive from the SMS.
Press Enter to reboot the SMS.

3.3 SMS H5 Factory Install:

You will need to change the boot order of the SMS via the CMOS by pressing F11 (Boot Manager).
Insert the formatted USB flash drive in the SMS and reboot the system.
Press F11 (Boot Manager).
On the Boot Manager menu, select "One-shot UEFI Boot Menu."
In the UEFI Boot Option, select the Generic USB Boot.
Once the boot process has been initiated via the SMS USB flash drive, you will be presented with Grub menu to select install process and options for command line.
To proceed, select “SMS USB Fresh Install and Recovery” and press Enter to continue.
When the install is complete and prompt displays “Installation complete. Press enter to quit:”
Remove the USB flash drive from the SMS.
Press Enter to reboot the SMS.

4. Configure the SMS Device for Your Network:

After the SMS has completed its reboot process, you must complete the Out-Of-Box Experience (OBE).

Log on to the SMS Server as SuperUser (no password).
Read and accept the end-user license agreement to continue.
If desired, select a language for a different keyboard layout.
Specify a security level (0-3), and create a new SuperUser account and password.
Specify SMS management IP address, network mask, and optional default gateway.
Specify the hostname. If desired, enter the optional host location and system contact information.
Modify the timekeeping option to enable NTP Client for your time zone.
Modify server options for SSH, HTTPS, HTTP, and SNMP as needed.
As an optional step, you can configure a Network Management System to monitor and receive SNMP traps.
Configure email contact information.

5. Restore the SMS Database from a Backup:

Log on to the SMS Server via the SMS client.
Restore the SMS from a previous backup, ensuring the backup version matches or is older than the recovery image used.
The SMS will automatically reboot after the restore operation.

6. Device Management:

If the IP address remains the same, communication with IPS devices should be unaffected.
If the IP address changes, unmanage and re-manage all devices from the SMS or IPS CLI/LSM.

Support

TippingPoint Support is available 24/7. For support, visit the TippingPoint Business Support Portal. Here, you can create new cases, review open cases, and view closed cases.

Customer ID Number:

Your Customer ID Number can be found on the billing invoice or by contacting TippingPoint TAC with the Certificate Serial Number of the TippingPoint product. For detailed support contact information, visit the Support Contact Information page.

*The Rufus software is not owned, operated, endorsed, sponsored, or supported by Trend Micro. Trend Micro makes no representations or warranties regarding Rufus and assumes no responsibility or liability for its performance, functionality, accuracy, or availability.

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