How to gather diagnostic data from ICSP or NNP (Norman Shark) appliances

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Article ID: 168503

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Updated On:

Products

Symantec Products

Issue/Introduction

You are looking at an article which is applicable to an earlier version of ICSP. The information in this article might be outdated, or invalid. To view the latest information about ICSP, see the ICSP online Help.

 

 

 

 

How to gather diagnostic data from ICSP or NNP (Norman Shark) appliances

Resolution

If support asks you to generate a diagnostic package for NNP/ICSP open the Web user interface and navigate to Support > Generate Diagnostic data:



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ICSP Scanner Station:

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Specify the Case ID (If not instructed, use the ID of your BTO support ticket).

Click "Generate and Send diagnostic data".

NNP/ICSP Network appliance:

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Specify the Case ID (If not instructed, use the ID of your BTO support ticket).
Do not change the default settings for Capture Time / Filter IP /Filter port unless support asks for this.
Click "Generate and Send diagnostic data".

Generating and uploading the package will take a few minutes.
The file will be uploaded to ftpno.bluecoat.com 
Make sure port 443 is opened in your Firewall for this server.

If the upload fails because of your Firewall policies, the file can be downloaded after the unsuccessful attempt from the User interface. You can then attach this file to the BTO support case.


 

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