NGFW 6.11 Online Help

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Troubleshooting
Troubleshooting helps you resolve common problems in the Forcepoint NGFW and SMC.
Troubleshooting Administrator accounts and passwords
There are several common problems and solutions related to Administrator accounts and passwords.

About this Help
This online help was created for Forcepoint Next Generation Firewall (Forcepoint NGFW), version 6.11.0.
Introduction to the Forcepoint Next Generation Firewall solution
Before setting up Forcepoint Next Generation Firewall (Forcepoint NGFW), it is useful to know what the different components do and what engine roles are available.
Deployment
Before you can set up the system and start configuring elements, you must consider how the different SMC components should be positioned and deployed.
Setting up
After deploying the SMC components, you are ready to start using the Management Client and carrying out some of the first configuration tasks.
Monitoring
You can use the SMC to monitor system components and third-party devices. You can also view and filter logs, and create Reports from them.
Controlling NGFW Engines
You can command and set options for engines through the Management Client or on the engine command line. You can also stop traffic manually.
SMC configuration
Security Management Center (SMC) configuration allows you to customize how the SMC components work.
NGFW Engine configuration
You can create and modify Firewalls, IPS engines, Layer 2 Firewalls, Master NGFW Engines and Virtual NGFW Engines. You can configure the NGFW Engine properties, activate optional features, and configure advanced NGFW Engine settings.
Routing
Use the Management Client to configure static or dynamic routing, and use a Multi-Link configuration to manage and distribute inbound and outbound connections.
Traffic inspection policies
Policies are key elements that contain rules for allowing or blocking network traffic and inspecting the content of traffic.
Users and authentication
User accounts are stored in internal databases or external directory servers. You can use Forcepoint NGFW in the Firewall/VPN role or external authentication servers to authenticate users.
Virtual private networks
Forcepoint NGFW supports both policy-based and route-based VPN (virtual private network) tunnels between VPN gateways. For full remote access, Forcepoint NGFW supports both IPsec and SSL VPN tunnels for VPN clients.
Maintenance and upgrades
Maintenance includes procedures that you do not typically need to do frequently.
Troubleshooting
Troubleshooting helps you resolve common problems in the Forcepoint NGFW and SMC.
- General troubleshooting tips
  General troubleshooting tips help you troubleshoot situations that are not covered by more specific troubleshooting topics.
- Troubleshooting Administrator accounts and passwords
  There are several common problems and solutions related to Administrator accounts and passwords.
  - Replace forgotten passwords
    There are several ways to replace forgotten passwords depending on the type of account.
  - Troubleshoot user accounts
    Resolve problems when end-user passwords are not accepted for authentication.
  - Create an emergency administrator account
    If none of the administrators can log to the Management Client because of account-related issues, you can create an emergency administrator account.
- Messages for troubleshooting
  Some common alert and log messages that you might see in the Logs view are useful for troubleshooting.
- Troubleshooting NGFW Engine operation
  There are several common errors and problems that are directly related to the operation of Firewalls, IPS engines, and Layer 2 Firewalls.
- Troubleshooting licenses
  Licenses are a proof of purchase used for ensuring that your organization is a legal license holder of the software.
- Troubleshooting logging
  There are some common problems you might encounter when viewing logs or performing tasks related to the log files.
- Troubleshooting the Management Client
  There are several general problems that you might encounter when using the Management Client.
- Troubleshooting NAT
  There are some common problems you might encounter with NAT.
- Troubleshooting policies
  There are some common problems you might encounter when working with policies and the rules that they contain.
- Troubleshooting reporting
  There are some common problems that you might encounter when generating reports from raw statistical and log data stored on the Log Server.
- Troubleshooting upgrades
  There are some common problems that you might encounter when upgrading SMC components.
- Troubleshooting VPNs
  There are some common problems that you might encounter when creating and managing VPNs.
Appendices

Troubleshooting Administrator accounts and passwords

There are several common problems and solutions related to Administrator accounts and passwords.

Replace forgotten passwords
There are several ways to replace forgotten passwords depending on the type of account.
Troubleshoot user accounts
Resolve problems when end-user passwords are not accepted for authentication.
Create an emergency administrator account
If none of the administrators can log to the Management Client because of account-related issues, you can create an emergency administrator account.

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Published 22 August 2023