Troubleshooting
Common issues and resolution steps to help diagnose and restore expected dashboard functionality.
Each issue below indicates the deployment it applies to. Issues 1, 2, and 3 apply to the on-premises solutions that connect to the Forcepoint Data Security Cloud Platform through Forcepoint Security Manager (FSM). Issue 4 applies to the Forcepoint Data Security Cloud Platform tenant itself, regardless of which solution sends data to it.
Issue 1: Connection Status Remains ‘Pending’
Applies to: On-premises solutions managed through Forcepoint Security Manager (FSM) — Forcepoint DLP on-premises. The FSM registration and connection procedure is the same for each of them.
Possible Causes and Solutions:
- Registration email not accessed: Check email inbox and spam folder. Verify the email address was entered correctly in FSM. Resend the link by clicking ‘Send Access Link’ again. For the full procedure, see Step 1: Send Access Link.
- FSM not syncing connection status: Wait a few minutes, then click ‘Recheck’ to refresh the status. If the issue persists, review firewall and proxy settings on the FSM server to ensure outbound HTTPS traffic to Forcepoint cloud services is allowed. For the full procedure, see Step 4: Verify Connection Status in Forcepoint Security Manager.
Issue 2: Dashboard Shows No Incident Data
Applies to: On-premises solutions managed through Forcepoint Security Manager (FSM) — Forcepoint DLP on-premises.
Possible Causes and Solutions:
- No incidents have occurred yet: This is normal if policies are new or incident rates are low. Generate test incidents to validate data flow. Adjust the dashboard date range to include older data if available.
- Enable Executive Overview toggle disabled: Return to FSM and navigate to . Enable the Enable Executive Overview toggle. Data transmission will resume within 15 minutes. For the full procedure, see Step 5: Enable Executive Overview Dashboard Generation in Forcepoint Security Manager.
- Connection failed silently: Check FSM logs () for errors during cloud transmission. Verify cloud tenant is accessible. Contact Forcepoint Technical Support with log details.
Issue 4: Cannot Access Cloud Tenant
Applies to: The Forcepoint Data Security Cloud Platform tenant, for all solutions.
Possible Causes and Solutions:
- Incorrect username/password: Verify credentials against the account created during registration. Use password reset functionality if forgotten.
- Browser cache or cookies: Clear browser cache and cookies. Try an incognito/private window. Use a different browser to isolate the issue.
- Account not fully provisioned: Wait 5 minutes after completing registration, then try again. If access is still not restored, contact Forcepoint Technical Support.