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You can use the information below to troubleshoot the issues displayed in the Protection screen.

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Review each step to troubleshoot your problem. If the first step does not resolve the issue, then continue to the second step until the issue has been resolved. As always, you can send a support ticket.

Logging

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ESLP:Create a support ticket (snippet)

Armor Service

Issue

Remediation

Logging

The filebeat logging agent is not installed.

Expand

title	Step 1: Verify the status of filebeat

	Description	Command	Extra information
Windows	Configurations are stored in the winlogbeat and filebeat directory within C:\.armor\opt\	`cat` `C:\.armor\opt\winlogbeat-5.2.0-windows-x86_64\winlogbeat.yml` `cat` `C:\.armor\opt\filebeat-5.2.0-windows-x86_64\filebeat.yml`	Windows uses both winlogbeat and filebeat. Commands should run in Powershell. To review additional configurations, certificates, and service information, review a server's directory: C:\.armor\opt\winlogbeat* C:\.armor\opt\filebeat*
	To verify the operation of the logging services, look for winlogbeat, filebeat	`gsv` `-displayname` `winlogbeat,filebeat`
	To verify the operation of the logging service processes, look for winlogbeat	`gps` `filebeat,winlogbeat`
	Confirm the configured log endpoint	`cat` `C:\.armor\opt\winlogbeat-5.2.0-windows-x86_64\winlogbeat.yml \| sls hosts`

Linux	Configurations are stored within /etc/filebeat/filebeat.yml	`cat` `/etc/filebeat/*.yml`
	Verify the operation of the filebeat service	`ps` `aux \|` `grep` `filebeat`
	Confirm the configured log endpoint	`grep` `-i hosts` `/etc/filebeat/filebeat.yml`
	Confirm the external_id	`grep` `-i external_id` `/etc/filebeat/filebeat.yml`
	Confirm the tenant ID	`grep` `-i tenant_id` `/etc/filebeat/filebeat.yml`

Expand

title	Step 2: Send a support ticket

Insert excerpt

ESLP:Create a support ticket (snippet)

KB:Armor Support
	KB:Armor Support
name	Create Support Ticket
nopanel	true

Logging

The winlogbeat logging agent is not installed.

Note
This section only applies to Windows users.

Expand

title	Step 1: Verify the status of winlogbeat

Description	Command	Extra information
Configurations are stored in the winlogbeat and filebeat directory within C:\.armor\opt\	`cat` `C:\.armor\opt\winlogbeat-5.2.0-windows-x86_64\winlogbeat.yml` `cat` `C:\.armor\opt\filebeat-5.2.0-windows-x86_64\filebeat.yml`	Windows uses both winlogbeat and filebeat. Commands should run in Powershell. To review additional configurations, certificates, and service information, review a server's directory: C:\.armor\opt\winlogbeat* C:\.armor\opt\filebeat*
To verify the operation of the logging services, look for winlogbeat, filebeat	`gsv` `-displayname` `winlogbeat,filebeat`
To verify the operation of the logging service processes, look for winlogbeat	`gps` `filebeat,winlogbeat`
Confirm the configured log endpoint	`cat` `C:\.armor\opt\winlogbeat-5.2.0-windows-x86_64\winlogbeat.yml \| sls hosts`

Expand

title	Step 2: Send a support ticket

Click the following link to open a support ticket in AMP: https://amp.armor.com/support/tickets/new

Logging

Armor has not received a log in the past 4 hours.

Expand

title	Step 1: Check logging services

	Description	Command	Extra information
Windows	Configurations are stored in the winlogbeat and filebeat directory within C:\.armor\opt\	`cat` `C:\.armor\opt\winlogbeat-5.2.0-windows-x86_64\winlogbeat.yml` `cat` `C:\.armor\opt\filebeat-5.2.0-windows-x86_64\filebeat.yml`	Windows uses both winlogbeat and filebeat. Commands should run in Powershell. To review additional configurations, certificates, and service information, review a server's directory: C:\.armor\opt\winlogbeat* C:\.armor\opt\filebeat*
	To verify the operation of the logging services, look for winlogbeat, filebeat	`gsv` `-displayname` `winlogbeat,filebeat`
	To verify the operation of the logging service processes, look for winlogbeat	`gps` `filebeat,winlogbeat`
	Confirm the configured log endpoint	`cat` `C:\.armor\opt\winlogbeat-5.2.0-windows-x86_64\winlogbeat.yml \| sls hosts`

Linux	Configurations are stored within /etc/filebeat/filebeat.yml	`cat` `/etc/filebeat/*.yml`
	Verify the operation of the filebeat service	`ps` `aux \|` `grep` `filebeat`
	Confirm the configured log endpoint	`grep` `-i hosts` `/etc/filebeat/filebeat.yml`
	Confirm the external_id	`grep` `-i external_id` `/etc/filebeat/filebeat.yml`
	Confirm the tenant ID	`grep` `-i tenant_id` `/etc/filebeat/filebeat.yml`

Expand

title	Step 2: Check connectivity

Port	Destination
515/tcp	46.88.106.196 (1a.log.armor.com) 146.88.144.196 (2a.log.armor.com)

Malware Protection

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ESLP:Create a support ticket (snippet)

Armor Service

Issue

Remediation

Malware Protection

Malware Protection has not provided a heartbeat in the past 4 hours.

Expand

title	Step 1: Verify the status of the agent

	Description	Command
Windows	Verify that the service is running	gsv -displayname trend
Linux	Verify that the service is running	ps -axu \| grep ds_agent

Expand

title	Step 2: Check the connectivity of the agent

	Description	Command
Windows	Verify the URL endpoint epsec.armor.com	& "C:\Program Files\Trend Micro\Deep Security Agent\dsa_query.cmd" -c GetAgentStatus \| sls -pattern url
	Confirm connection to the URL	`new-object` `System.Net.Sockets.TcpClient('146.88.106.210', 443)`

Linux	Verify the URL endpoint epsec.armor.com	/opt/ds_agent/dsa_query -c GetAgentStatus \| grep AgentStatus.dsmUrl
	Confirm connection to the URL	`telnet` `146.88.106.210` `443`

Expand

title	Step 3: Manually heartbeat the agent

Description

Command

Windows

Verify a 200 response

Code Block
PS C:\Users\Administrator> & "C:\Program Files\Trend Micro\Deep Security Agent\dsa_control.cmd" -m HTTP Status: 200 - OK Response: Manager contact has been scheduled to occur in the next few seconds.

Linux

Verify a 200 response

Code Block
/opt/ds_agent/dsa_control -m

Expand

title	Step 4: Send a support ticket

Insert excerpt

ESLP:Create a support ticket (snippet)

KB:Armor Support
	KB:Armor Support
name	Create Support Ticket
nopanel	true

Malware Protection

Malware Protection is not installed or configured.

Expand

title	Step 1: Verify the status of the agent

	Description	Command
Windows	Verify that the service is running	gsv -displayname trend
Linux	Verify that the service is running	ps -axu \| grep ds_agent

Expand

title	Step 2: Check the connectivity of the agent

	Description	Command
Windows	Verify the URL endpoint epsec.armor.com	& "C:\Program Files\Trend Micro\Deep Security Agent\dsa_query.cmd" -c GetAgentStatus \| sls -pattern url
	Confirm connection to the URL	`new-object` `System.Net.Sockets.TcpClient('146.88.106.210', 443)`

Linux	Verify the URL endpoint epsec.armor.com	/opt/ds_agent/dsa_query -c GetAgentStatus \| grep AgentStatus.dsmUrl
	Confirm connection to the URL	`telnet` `146.88.106.210` `443`

Expand

title	Step 3: Manually heartbeat the agent

Description

Command

Windows

Verify a 200 response

Code Block
PS C:\Users\Administrator> & "C:\Program Files\Trend Micro\Deep Security Agent\dsa_control.cmd" -m HTTP Status: 200 - OK Response: Manager contact has been scheduled to occur in the next few seconds.

Linux

Verify a 200 response

Code Block
/opt/ds_agent/dsa_control -m

Expand

title	Step 4: Check the components for the agent

Windows

Code Block
& "C:\Program Files\Trend Micro\Deep Security Agent\dsa_query.cmd" -c GetComponentInfo \| sls -pattern Component.AM

Linux

Code Block
/opt/ds_agent/dsa_query -c GetComponentInfo \| grep Component.AM

Note

Component.AM.mode describes if the Malware Protection module is installed.

Component.AM.rulesis the number of rules derived from the Armor Deep Security Manager.

Expand

title	Step 5: Send a support ticket

Click the following link to open a support ticket in AMP: https://amp.armor.com/support/tickets/new

Malware Protection

Reboot is required for Malware Protection.

Expand

title	Step 1: Reboot your server

Step 1: Reboot your server

Expand

title	Step 2: Send a support ticket

Click the following link to open a support ticket in AMP: https://amp.armor.com/support/tickets/new

File Integrity Monitoring (FIM)

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Armor Service

Issue

Remediation

File Integrity Monitoring (FIM)

FIM has not provided a heartbeat in the past 4 hours.

Expand

title	Step 1: Verify the status of the agent

	Description	Command
Windows	Verify that the service is running	gsv -displayname trend
Linux	Verify that the service is running	ps -axu \| grep ds_agent

Expand

title	Step 2: Check the connectivity of the agent

	Description	Command
Windows	Verify the URL endpoint epsec.armor.com	& "C:\Program Files\Trend Micro\Deep Security Agent\dsa_query.cmd" -c GetAgentStatus \| sls -pattern url
	Confirm connection to the URL	`new-object` `System.Net.Sockets.TcpClient('146.88.106.210', 443)`

Linux	Verify the URL endpoint epsec.armor.com	/opt/ds_agent/dsa_query -c GetAgentStatus \| grep AgentStatus.dsmUrl
	Confirm connection to the URL	`telnet` `146.88.106.210` `443`

Expand

title	Step 3: Manually heartbeat the agent

Description

Command

Windows

Verify a 200 response

Code Block
PS C:\Users\Administrator> & "C:\Program Files\Trend Micro\Deep Security Agent\dsa_control.cmd" -m HTTP Status: 200 - OK Response: Manager contact has been scheduled to occur in the next few seconds.

Linux

Verify a 200 response

Code Block
/opt/ds_agent/dsa_control -m

Expand

title	Step 4: Send a support ticket

Click the following link to open a support ticket in AMP: https://amp.armor.com/support/tickets/new

File Integrity Monitoring (FIM)

FIM is installed but has not been configured.

Expand

title	Step 1: Verify the status of the agent

	Description	Command
Windows	Verify that the service is running	gsv -displayname trend
Linux	Verify that the service is running	ps -axu \| grep ds_agent

Expand

title	Step 2: Check the connectivity of the agent

	Description	Command
Windows	Verify the URL endpoint epsec.armor.com	& "C:\Program Files\Trend Micro\Deep Security Agent\dsa_query.cmd" -c GetAgentStatus \| sls -pattern url
	Confirm connection to the URL	`new-object` `System.Net.Sockets.TcpClient('146.88.106.210', 443)`

Linux	Verify the URL endpoint epsec.armor.com	/opt/ds_agent/dsa_query -c GetAgentStatus \| grep AgentStatus.dsmUrl
	Confirm connection to the URL	`telnet` `146.88.106.210` `443`

Expand

title	Step 3: Manually heartbeat the agent

Description

Command

Windows

Verify a 200 response

Code Block
PS C:\Users\Administrator> & "C:\Program Files\Trend Micro\Deep Security Agent\dsa_control.cmd" -m HTTP Status: 200 - OK Response: Manager contact has been scheduled to occur in the next few seconds.

Linux

Verify a 200 response

Code Block
/opt/ds_agent/dsa_control -m

Expand

title	Step 4: Check the components for the agent

Windows

Code Block
& "C:\Program Files\Trend Micro\Deep Security Agent\dsa_query.cmd" -c GetComponentInfo \| sls -pattern Component.IM

Linux

Code Block
/opt/ds_agent/dsa_query -c GetComponentInfo \| grep Component.IM

Note

Component.IM.mode describes if the FIM module is installed.

Component.IM.rulesis the number of rules derived from the Armor Deep Security Manager.

Expand

title	Step 5: Send a support ticket

Click the following link to open a support ticket in AMP: https://amp.armor.com/support/tickets/new

File Integrity Monitoring (FIM)

FIM is not installed.

Expand

title	Step 1: Verify the status of the agent

	Description	Command
Windows	Verify that the service is running	gsv -displayname trend
Linux	Verify that the service is running	ps -axu \| grep ds_agent

Expand

title	Step 2: Check the connectivity of the agent

	Description	Command
Windows	Verify the URL endpoint epsec.armor.com	& "C:\Program Files\Trend Micro\Deep Security Agent\dsa_query.cmd" -c GetAgentStatus \| sls -pattern url
	Confirm connection to the URL	`new-object` `System.Net.Sockets.TcpClient('146.88.106.210', 443)`

Linux	Verify the URL endpoint epsec.armor.com	/opt/ds_agent/dsa_query -c GetAgentStatus \| grep AgentStatus.dsmUrl
	Confirm connection to the URL	`telnet` `146.88.106.210` `443`

Expand

title	Step 3: Manually heartbeat the agent

Description

Command

Windows

Verify a 200 response

Code Block
PS C:\Users\Administrator> & "C:\Program Files\Trend Micro\Deep Security Agent\dsa_control.cmd" -m HTTP Status: 200 - OK Response: Manager contact has been scheduled to occur in the next few seconds.

Linux

Verify a 200 response

Code Block
/opt/ds_agent/dsa_control -m

Expand

title	Step 4: Send a support ticket

Click the following link to open a support ticket in AMP: https://amp.armor.com/support/tickets/new

Intrusion Detection System

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Armor Service

Issue

Remediation

IDS

IDS has not provided a heartbeat in the past 4 hours.

Expand

title	Step 1: Verify the status of the agent

	Description	Command
Windows	Verify that the service is running	gsv -displayname trend
Linux	Verify that the service is running	ps -axu \| grep ds_agent

Excerpt

hidden	true

Expand

title	Step 1: Verify the status of the agent

Windows

Code Block

& "C:\Program Files\Trend Micro\Deep Security Agent\dsa_query.cmd" -c GetComponentInfo | sls FWDPI
 
Component.FWDPI.dpiRules: 164
Component.FWDPI.driverState: 3
Component.FWDPI.firewallMode: on-tap
Component.FWDPI.mode: on-tap

Linux Code Block[root@ip-172-31-43-60 ~]# /opt/ds_agent/dsa_query -c GetComponentInfo | grep FWDPI 2016-11-18 01:15:47.000000: [Debug/6] | Starting thread 'CScriptThread' with stack size of 1048576 | /build/workspace/Sustain/9.6SP1HF/Build_DSA_96SP1HF_Amazon64/src/dsa/core/threadMgr/Runnable.cpp:587:start | FA6:7F7767397880:*unknown* Component.FWDPI.dpiRules: 145 Component.FWDPI.driverState: 3 Component.FWDPI.firewallMode: on-tap Component.FWDPI.mode: on-tap

Expand

title	Step 2: Check the connectivity of the agent

	Description	Command
Windows	Verify the URL endpoint epsec.armor.com	& "C:\Program Files\Trend Micro\Deep Security Agent\dsa_query.cmd" -c GetAgentStatus \| sls -pattern url
	Confirm connection to the URL	`new-object` `System.Net.Sockets.TcpClient('146.88.106.210', 443)`

Linux	Verify the URL endpoint epsec.armor.com	/opt/ds_agent/dsa_query -c GetAgentStatus \| grep AgentStatus.dsmUrl
	Confirm connection to the URL	`telnet` `146.88.106.210` `443`

Expand

title	Step 3: Manually heartbeat the agent

Description

Command

Windows

Verify a 200 response

Code Block
PS C:\Users\Administrator> & "C:\Program Files\Trend Micro\Deep Security Agent\dsa_control.cmd" -m HTTP Status: 200 - OK Response: Manager contact has been scheduled to occur in the next few seconds.

Linux

Verify a 200 response

Code Block
/opt/ds_agent/dsa_control -m

Expand

title	Step 4: Send a support ticket

Click the following link to open a support ticket in AMP: https://amp.armor.com/support/tickets/new

IDS

IDS is installed but has not been configured.

Expand

title	Step 1: Verify the status of the agent

	Description	Command
Windows	Verify that the service is running	gsv -displayname trend
Linux	Verify that the service is running	ps -axu \| grep ds_agent

Expand

title	Step 2: Check the connectivity of the agent

	Description	Command
Windows	Verify the URL endpoint epsec.armor.com	& "C:\Program Files\Trend Micro\Deep Security Agent\dsa_query.cmd" -c GetAgentStatus \| sls -pattern url
	Confirm connection to the URL	`new-object` `System.Net.Sockets.TcpClient('146.88.106.210', 443)`

Linux	Verify the URL endpoint epsec.armor.com	/opt/ds_agent/dsa_query -c GetAgentStatus \| grep AgentStatus.dsmUrl
	Confirm connection to the URL	`telnet` `146.88.106.210` `443`

Expand

title	Step 3: Manually heartbeat the agent

Description

Command

Windows

Verify a 200 response

Code Block
PS C:\Users\Administrator> & "C:\Program Files\Trend Micro\Deep Security Agent\dsa_control.cmd" -m HTTP Status: 200 - OK Response: Manager contact has been scheduled to occur in the next few seconds.

Linux

Verify a 200 response

Code Block
/opt/ds_agent/dsa_control -m

Expand

title	Step 4: Send a support ticket

Click the following link to open a support ticket in AMP: https://amp.armor.com/support/tickets/new

IDS

IDS is not installed or enabled.

Expand

title	Step 1: Verify the status of the agent

	Description	Command
Windows	Verify that the service is running	gsv -displayname trend
Linux	Verify that the service is running	ps -axu \| grep ds_agent

Expand

title	Step 2: Check the connectivity of the agent

	Description	Command
Windows	Verify the URL endpoint epsec.armor.com	& "C:\Program Files\Trend Micro\Deep Security Agent\dsa_query.cmd" -c GetAgentStatus \| sls -pattern url
	Confirm connection to the URL	`new-object` `System.Net.Sockets.TcpClient('146.88.106.210', 443)`

Linux	Verify the URL endpoint epsec.armor.com	/opt/ds_agent/dsa_query -c GetAgentStatus \| grep AgentStatus.dsmUrl
	Confirm connection to the URL	`telnet` `146.88.106.210` `443`

Expand

title	Step 3: Manually heartbeat the agent

Windows

Code Block
PS C:\Users\Administrator> & "C:\Program Files\Trend Micro\Deep Security Agent\dsa_control.cmd" -m HTTP Status: 200 - OK Response: Manager contact has been scheduled to occur in the next few seconds.

Linux

Code Block
/opt/ds_agent/dsa_control -m

Expand

title	Step 4: Send a support ticket

Click the following link to open a support ticket in AMP: https://amp.armor.com/support/tickets/new

Vulnerability Scanning

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To remediate Vulnerability Scanning issues, please refer to this documentation.

Versions Compared

Old Version 138

New Version 139

Key

Topics Discussed

Logging

Malware Protection

File Integrity Monitoring (FIM)

Intrusion Detection System

Vulnerability Scanning