The Trellix Knowledge Base (KB) contains a large number of useful articles designed to answer specific questions that might not have been addressed elsewhere in the documentation set. We suggest checking to see if a question you have is answered in a KB article.
To access Trellix Knowledge Base, perform the following steps:
- Access
https://supportm.trellix.com on your browser.
The Trellix Support ServicePortal page opens.
- Enter the product name or KB Article number in
Search the Support Knowledge Center window and press
Enter.
Note
You can also click the Knowledge Center tab to open the Knowledge Center page and look for KB articles by entering relevant Search term or product name.
The following list contains some of the more commonly accessed KB articles.
| New Number | Topic |
|---|---|
| KB94845 | Network Security Manager Attack log page doesn’t show new alerts (Exclude manager Installation, MariaDB, and SolrDB folders from Anti-Malware scanning) |
| KB94844 | How to create a FIPS compatible cloud public key for SSH and SCP operations in a cloud environment |
| KB94843 | Offline utility to download the latest Signature Sets |
| KB87908 | ARP resolution failures and Sensor drops or disrupts network traffic after you disable Sensor Layer 3 scanning |
| KB87848 | How to reset the Active Fail-Open kit to Factory Default |
| KB87607 | Solr alert core indexing failed (Critical fault message in Network Security Manager caused by corrupted Solr database) |
| KB86247 | SNMP MIB files for Network Security Platform Active Fail-Open Kit |
| KB86228 | How to enable Solr debugging for Network Security Manager |
| KB86227 | Solr Exception seen during Pruning or Purging in Network Security Manager |
| KB86216 | How do I check if alerts are being inserted into the Network Security Manager's Solr database? |
| KB86158 | How to import data from MySQL into the Network Security Manager Solr database |
| KB85202 | IP addresses are reversed for Bot/Malware attacks |
| KB79462 | How to troubleshoot and replace a Network Security Platform Sensor Fan |
| KB79461 | How to troubleshoot and replace the Network Security Platform Sensor Power supply |
| KB77287 | How to collect information for troubleshooting Network Security Manager CPU/memory high utilization related issues |
| KB75269 | FAQs for Network Security Platform |
| KB75090 | How to troubleshoot Continuous Sensor reboots resulting in Bad Health |
| KB73428 | How to replace a faulty Sensor with a cold-standby unit |
| KB73369 | Second Sensor in a fail-over pair fails to apply an updated configuration with Reason#37: Sensor sigfile format version error |
| KB73355 | Alternative method to upgrade Sensor software in a fail-over pair |
| KB71631 | How to perform Packet Capturing on the Network Security Platform Sensor |
| KB71628 | Network Security Platform DoS profile - learning and detection modes |
| KB71562 | How to configure SNMP for the Network Security Platform Sensor |
| KB70861 | How to troubleshoot Sensor latency issues |
| KB67501 | Port indexes for Network Security Sensors |
| KB60660 | How to verify Network Security Platform Manager MySQL database tables for corruption |
| KB59344 | Recover the password for the Manager |
| KB59342 | Ports and traffic destinations used by Network Security Platform |
| KB58330 | How to troubleshoot Network Security Platform Manager to Sensor communication issues |
| KB56364 | 3rd Party Recommended Hardware for Sensors |
| Error: Download Failed: Reason 42: Sensor fails to apply new updates internally(Sensor signature updates fails) | |
| Network Security Platform Release Notes (Master List) | |
| KB56071 | Configuring authentication on the Manager for the update server |
| KB56069 | "Login failed: Unable to get the Network Security Platform license information" |
| KB55743 | How to submit Network Security Platform false positives and incorrect detections to Support |
| KB55723 | Maximum number of SSL keys for Network Security Manager or Sensor |
| KB55549 | Collecting a diagnostics trace from the Network Security Sensor (Sensor) |
| KB55451 | List of all Recommended for Blocking (RFB) attacks |
| KB55450 | How to request coverage for a threat that isn't already covered |
| KB55448 | Table displaying the current versions for Network Security Platform |
| KB55446 | All signature set releases with links to signature set release notes |
| KB55447 | All UDS releases and release notes of the UDS's (this is a restricted article and requires the user to log into service portal or be internal) |
| KB54928 | How to check Network Security Platform Manager MySQL database tables from a command line session |