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5-1

Chapter 5

Troubleshooting and Technical
Support

This chapter provides troubleshooting information for issues that may arise during the
preconfiguration.

Tip:

Refer to the

Administrator’s Guide

for answers to frequently asked questions and other

troubleshooting tips.

This chapter discusses the following topics:
•

Device Issues

on page 5-2

•

Getting Technical Support on page 5-3

Содержание CR100 Series

Страница 1: ...Network VirusWall TM Enforcer 1500i CR100 Series Network Security for Enterprise and Medium Business Installation and Deployment Guide Network Security ns...

Страница 2: ...www trendmicro com download Trend Micro the Trend Micro t ball logo ActiveUpdate OfficeScan Control Manager and Network VirusWall are trademarks or registered trademarks of Trend Micro Incorporated Al...

Страница 3: ...installing or using the product Detailed information about how to use specific features within the product are available in the Online Help and the Knowledge Base at the Trend Micro Web site Trend Mi...

Страница 4: ...VirusWall Enforcer Network VirusWall Enforcer Overview 1 2 Key Concepts 1 3 Device Ports 1 3 Port Functions 1 4 Chapter 2 Getting Started Package Contents 2 2 Front Panel 2 4 Installing the Bezel 2 7...

Страница 5: ...nts 3 8 Key Segments and Critical Assets 3 9 Dual Switch VLAN Environment 3 10 Single Switch VLAN Environment 3 12 Networks with IPv6 Addresses 3 13 IPv6 Limitations 3 13 Pure IPv6 Environments 3 14 D...

Страница 6: ...onfiguration 4 4 Logging on the Preconfiguration Console 4 4 Configuring Device Settings 4 6 Enabling Ports and Selecting Port Functions 4 7 Setting the Interface Speed and Duplex Mode 4 9 Connecting...

Страница 7: ...Trend Micro Network VirusWall Enforcer 1500i CR100 Series Installation and Deployment Guide vi...

Страница 8: ...ks you need to perform to deploy the device It is intended for novice and advanced users of who want to plan deploy and preconfigure Network VirusWall Enforcer This preface discusses the following top...

Страница 9: ...or downloadable from the Trend Micro Web site This IDG contains instructions for deploying the device a task that includes planning testing and preconfiguration See About This Installation and Deploy...

Страница 10: ...ations and procedures on how to perform preconfiguration Troubleshooting and Technical Support troubleshooting tips for issues encountered during preconfiguration Ethernet Cable Usage Guidelines infor...

Страница 11: ...onventions used in this document CONVENTION DESCRIPTION ALL CAPITALS Acronyms abbreviations and names of certain commands and keys on the keyboard Bold References to user interface items including men...

Страница 12: ...ter introduces Trend Micro Network VirusWall Enforcer 1500i and provides an overview of important concepts and features This chapter discusses the following topics Network VirusWall Enforcer Overview...

Страница 13: ...l Enforcer deployed at the network layer uses threat intelligence from Trend Micro to protect against threats as they enter the network The device scans all the traffic on a specific network segment a...

Страница 14: ...erformance Regular port RJ 45 carries analyzed traffic to and from segments You can specify multiple regular ports Failopen a fault tolerance solution also known as LAN bypass that allows the Network...

Страница 15: ...lar data ports and management ports Management ports can be assigned different functions as shown in the table below TABLE 1 1 Port types TYPE INTERFACE TYPE PORT NUMBER FUNCTION CODE DEFAULT STATE DE...

Страница 16: ...usWall Enforcer to continue passing network traffic even if other device components fail or when the device loses power Note Management ports do not support failopen Management Copper ports 1 to 2 Man...

Страница 17: ...Trend Micro Network VirusWall Enforcer 1500i CR100 Series Installation and Deployment Guide 1 6...

Страница 18: ...g up and powering on a Trend Micro Network VirusWall Enforcer 1500i device This chapter discusses the following topics Package Contents on page 2 2 Front Panel on page 2 4 Back Panel on page 2 9 Techn...

Страница 19: ...IGURE 2 1 Package contents Note The actual items in your package may appear slightly different from those shown in this document Refer to Table 2 1 to check whether the package is complete If any of t...

Страница 20: ...B flash drive that can be used to restore the device operating sys tem and software This flash drive also includes tools and device documenta tion specifically Image file for the Network VirusWall Enf...

Страница 21: ...e removable bezel Table 2 2 provides component descriptions 3 printed documents Security Appliance License Agreement Quick Start Guide Dell Product Information Guide Printed documents that provide saf...

Страница 22: ...NT ICON DESCRIPTION 1 Power on indi cator power button The power button turns the device on and off The indicator lights up when the device is on 2 Diagnostic indi cators 4 The diagnostic indicators a...

Страница 23: ...ce opera tion The amber device status indicator flashes when the device needs atten tion due to a hardware problem 7 Device identifi cation button You can use the device identification buttons on the...

Страница 24: ...2 3 Network VirusWall Enforcer front panel Installing the Bezel The device is supplied with a removable bezel as shown in Figure 2 4 FIGURE 2 4 Network VirusWall Enforcer with the bezel To prevent use...

Страница 25: ...he bezel slot on the right side of the device front plate 2 Rotate the other end of the bezel toward the front panel and press the bezel onto the panel to engage the latch 3 Lock the bezel To remove t...

Страница 26: ...n the back panel FIGURE 2 6 Back panel 1 Power supply connector 2 Keyboard connector 3 Mouse connector 4 USB connectors 2 5 Serial connector 6 Video connector 7 Network port 1 8 Network port 2 9 NIC e...

Страница 27: ...our port configuration Network Port Indicators Each Network VirusWall Enforcer port has an indicator that allows you to determine the port s current state Indicators on Onboard Ports Each onboard port...

Страница 28: ...nnected at 1000Mbit s Technical Specifications The following table lists the technical specifications of Network VirusWall Enforcer TABLE 2 3 Indicator codes for onboard ports INDICATOR CODE STATUS Li...

Страница 29: ...ice For freestanding installation ensure that the device has at least 2in 5 08 cm of clearance on each side to allow for adequate airflow and cooling WARNING Ensure that the fan vent is not blocked In...

Страница 30: ...he kit contains two rail assemblies as well as screws and brackets for attaching the device Step 2 Install the rails and device in a rack Assemble the rails and install the device in the rack To assem...

Страница 31: ...2 14 FIGURE 2 10 Sliding the inner member out to detach it 2 Using the provided screws attach the outer member to the rack frame FIGURE 2 11 Attaching the outer member to the rack frame 3 Using anoth...

Страница 32: ...FIGURE 2 13 Mounting the device Step 3 Connect the keyboard and monitor optional Connect the keyboard and monitor The connectors on the back of your device have icons indicating which cable to plug i...

Страница 33: ...power cable s to the device and if using a monitor connect the monitor s power cable to the monitor Step 5 Turn on the device Press the power button on the device and on the monitor optional The power...

Страница 34: ...plan for the deployment It also provides deployment scenarios to help you understand the various ways the device can protect your network This chapter discusses the following topics Planning for Deplo...

Страница 35: ...This Installation and Deployment Guide discusses phases 1 and 2 Refer to the Administrator s Guide for information related to phase 3 Phase 1 Plan the Deployment During phase 1 plan how to best deplo...

Страница 36: ...on page 4 4 Connect the device s to your network see Connecting to the Network on page 4 10 Phase 3 Manage Devices During phase 3 manage Network VirusWall Enforcer devices from the Web console For th...

Страница 37: ...eed and duplex mode Likewise allow your switch to auto select the port speed and duplex mode For IPv4 addresses the device supports addresses belonging to any class class A B or C For IPv6 addresses i...

Страница 38: ...twork resources in the same manner as the endpoints already on your network and comprise essentially another internal network segment You must consider whether to protect remote endpoints as you do in...

Страница 39: ...internal network as illustrated in the basic deployment scenario see Basic Deployment Scenario on page 3 17 The home user accesses both network resources and the Internet in the same way that interna...

Страница 40: ...ure 3 1 FIGURE 3 3 Site to site VPN deployment scenario Figure 3 3 illustrates a VPN connection between two business units As in the home user scenario a VPN server is connected to a regular port on e...

Страница 41: ...rastructure These endpoints are more likely to violate antivirus policies and introduce security risks to the network FIGURE 3 4 Guest network deployment scenario Figure 3 4 illustrates a segment of a...

Страница 42: ...nts scenario The diagram above illustrates a segment of an internal network containing email and Web servers including endpoints An internal switch or hub is connected to a regular port see Key Concep...

Страница 43: ...this means placing it between an upstream switch and one or more downstream switches Most VLAN configurations will utilize two switches Single switch VLAN configurations are possible for more informat...

Страница 44: ...irusWall Enforcer 3 11 FIGURE 3 6 Multiple VLAN segments with each device protecting one segment In Figure 3 6 the devices are installed on an 802 1Q trunk line between two switches 802 1Q Trunk VLAN...

Страница 45: ...s with each device protecting all segments Single Switch VLAN Environment A single switch configuration may have the following properties Possible only when using a switch that can be configured to ca...

Страница 46: ...k VirusWall Enforcer in an environment with IPv6 addresses must plan carefully to ensure that the device can provide protection and does not interfere with network connectivity IPv6 Limitations Networ...

Страница 47: ...vers are accessible only through IPv4 traffic When configured as an IPv6 only host Network VirusWall Enforcer traffic to and from the Internet can be translated using a dual stack proxy Dual Stack and...

Страница 48: ...re it can scan the most traffic Determining the Number of Devices to Deploy Determine how many devices would best meet your security requirements Consider the following factors Existing network topolo...

Страница 49: ...as OfficeScan and Control Manager Try to simulate the type of topology that would serve as an adequate representation of your production environment Creating a Contingency Plan Trend Micro recommends...

Страница 50: ...device for deployment Basic Deployment Scenario The device can be installed on a network that contains Ethernet devices such as hubs switches and routers Deploy Network VirusWall Enforcer between a s...

Страница 51: ...or system error that prevents it from filtering network packets Failopen Considerations Consider the following points when using failopen mode All regular ports ports 3 and 4 on the device support LAN...

Страница 52: ...ses the following topics Before Preconfiguration on page 4 2 Understanding Preconfiguration on page 4 3 The Preconfiguration Console on page 4 3 Performing Preconfiguration on page 4 4 Connecting to t...

Страница 53: ...dmin and PowerUser These accounts use admin and poweruser respectively as their default passwords Determine the host name for the device Verifying Network Support In a failopen deployment the total le...

Страница 54: ...sole on page 4 3 3 Perform configuration tasks see Configuring Policy Enforcement and Device Settings in the Administrator s Guide After completing the initial configuration tasks see Preparing for Pr...

Страница 55: ...gging on the Preconfiguration Console on page 4 4 2 Configuring Device Settings on page 4 6 3 Setting the Interface Speed and Duplex Mode on page 4 9 Logging on the Preconfiguration Console A few minu...

Страница 56: ...Immediately after logging on to the Web console change the passwords to these accounts for increased security For more information see the Administrator s Guide 2 After logging on the Main Menu appear...

Страница 57: ...evice settings 1 On the Main Menu of the Preconfiguration console type 2 to select Device Settings The Device Settings screen appears FIGURE 4 3 Device Settings screen Note When configuring the device...

Страница 58: ...twork VirusWall Enforcer as a dual stack host provide both IPv4 and IPv6 settings WARNING If there is a NAT device in your environment Trend Micro recom mends assigning a static IP address to the devi...

Страница 59: ...ole type 4 to open the Interface Settings screen FIGURE 4 4 Interface Settings screen 2 Type 2 to select Interface setting The Interface Settings screen changes so that the function of each port can b...

Страница 60: ...Network VirusWall Enforcer port will operate in half duplex mode To simplify configuration you can set Network VirusWall Enforcer to auto select the optimum port speed and duplex mode However manual s...

Страница 61: ...work 1 Connect one end of the cable to a regular port and the other to a segment of your network 2 Power on the device Note Network VirusWall Enforcer can handle various interface speed and duplex mod...

Страница 62: ...g information for issues that may arise during the preconfiguration Tip Refer to the Administrator s Guide for answers to frequently asked questions and other troubleshooting tips This chapter discuss...

Страница 63: ...is will remove any settings and policies stored on the device Note Reloading the Network VirusWall Enforcer image will restore the default settings You can only recover device settings if you exported...

Страница 64: ...art of our technical support Web site the Trend Micro Knowledge Base contains the latest information about Trend Micro products To search the Knowledge Base visit http esupport trendmicro com Contacti...

Страница 65: ...Guide 5 4 Having the following information ready before you contact our support staff can help them resolve problems faster Device model and image firmware version Deployment setup Interface speed and...

Страница 66: ...OEM CR100 2 11 deployment identifying what to protect 3 4 number of devices 3 15 overview 3 2 planning 3 2 deployment scenarios 3 17 basic deployment 3 17 deployment strategy 3 16 device identificatio...

Страница 67: ...es 3 4 IPv6 addresses 3 4 IPv6 networks 3 13 dual stack and mixed environments 3 14 limitations 3 13 pure environments 3 14 issues 5 2 K key network segments 3 9 keyboard 4 3 keylock 2 8 L LAN bypass...

Страница 68: ...saving changes 4 10 timeout 4 5 preface vii printed documents 2 4 processor 2 11 Product Information Guide viii 2 4 PuTTY 4 3 Q Quick Start Guide 2 3 2 4 R rack cabinet 2 12 rack kit 2 3 2 13 RAS ser...

Страница 69: ...Trend Micro Network VirusWall Enforcer 1500i CR100 Series Installation and Deployment Guide IX 4 V VGA 4 3 video connector 2 6 2 9 VLAN 3 12 VPN 3 5...

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