Scenario GV Icon is greyed out

Problem Description

The GV agent ribbon shows grayed out on opening any MS office application for example MS Word.

The issue can occur because any of the following reasons:

Potential Cause 1

Agent cannot connect to the Getvisibility Management Server because of network restrictions

Solution

Add a rule on the Network Firewall to allow the agent to communicate with the backend Getvisibility server on port 59093

Potential Cause 2

Agent hasn’t received the configuration to activate itself.

Solution

Push the configuration from the agent configuration wizard of the dashboard

Potential Cause 3

The Kafka service might be down

Solution

Follow the Prerequisites section to check the status of the Kafka Service

Scenario - Agent not receiving suggestions on the defined regex pattern

Problem Description

Agent is not giving a classification or compliance tag suggestion on the regex pattern found in the document opened by the user.

Potential Cause 1

The classifier service is down. This service is responsible for sending suggestions to the agent.

Solution

Follow the Prerequisites section to know the steps to check the status and logs of the classifier service

The service status will be reviewed from the Rancher Web UI

Potential Cause 2

The classification confidence level defined for the regex is lower than the defined threshold to provide a suggestion.

Solution

The default classification confidence defined in agent is 0.60 (60 %)

Either you have to bring down the threshold or increase the confidence value defined in the Getvisibility Management server.

The threshold can be brought down by login to the Windows machine where the agent is installed and edit the below mentioned file.

Update the value of variable "ConfidenceSuggestionThreshold" to the required value.

The second approach would be to redefine the classification confidence level of the regex in the classifier service in the Getvisibility Management Server.

Reach out to the GV team to make the required changes to the regex pattern

Potential Cause 3

The regex is mis-configured in the background

Solution

The regex pattern is mis-configured and won’t trigger on the expected pattern.

Reach out to the GV team to make the required changes to the regex pattern

Scenario - Agent not receiving ML based suggestions

Problem Description

Agent is not giving a classification or compliance tag ML suggestion on the document opened by the user.

Potential Cause 1

The classifier service is down. This service is responsible for sending suggestions to the agent.

Solution

Follow the Prerequisites section to know the steps to check the status and logs of the classifier service

The service status will be reviewed from the Rancher Web UI

Potential Cause 2

The classification confidence level not reaching the threshold defined in the agent.

Solution

The default classification confidence defined in agent is 0.60 (60 %)

Either you have to bring down the threshold or increase the confidence value defined in the Getvisibility Management server.

The threshold can be brought down by login to the Windows machine where the agent is installed and edit the below mentioned file.

Update the value of variable "ConfidenceSuggestionThreshold" to the required value.

Restart the “Getvisibility” service.

Potential Cause 3

Agent configuration’s suggestion section is misconfigured

Solution

Agent configuration contains the following section.
The “key” value should be pointing to the right ID.

Each set of tags should have a specific ID defined to that. For Example, Getvisibility default classification tagset is “b4c70d4c-e8af-4331-ba0c-733721d06495” and for Compliance is “00000000-0000-0000-0000-000000002001”

So the custom tag set have a different value, reach out to getvisibility team to know about it.

Scenario - Citrix/vSphere incompatibility

Problem Description

The agent first fails to install, and then fails to start the client process when installed via SCCM to the Citrix Workspace One

Solution

The issue is that the agent is not starting right away after installation meaning the PC must be restarted.

When the Workspace One agent installs the package in the background no window is shown to the user.

The issue was resolved by:

• Adjusting the installer to start the agent right after installation is done (not after window is closed)

• The Install Context in Workspace One must be set as ‘User’ as seen below

Scenario - UIWPF Loader Crashed

Problem Description

The agent ribbon bar button is not responding on clicking it

Potential Cause

So the scenario should like this:

1. Start Agent and service

2. Classify a document (eg. set compliance)

3. Change configuration → add new tag for compliance

4. Try to classify the document from point 2 again via explorer

5. The Agent will crash because it still has the old ClassificationEvent with less tags than the current configuration, making necessary the changes.
   

Solution

Manually rerun the “gvclient.uiwpf.loader” process if it has crashed.

This is the path of the file:

Also, restart the Getvisibility service to make sure the agent has stabilized now

Scenario - Slowness in receiving AI/ML Suggestion

Problem Description

Agent is taking more than 5 minutes to produce the classification suggestion.

Solution

The suggestion prompt timestamp is defined in the below file which is present on the machine where the agent is installed

The suggestions prompt can be made faster by updating the below variable with a smaller value like 3000 i.e., 3 secs

Restart the Getvisibility service.

The slowness can also occur when GVClient Service has lost connectivity to the Kafka bus. Verify the status of Kafka bus before reporting the issue.

Scenario - Agent does not receive newest configuration

Problem Description

The agent dialog box doesn’t show the updated classification tagset or is not working on the latest defined rules in the configuration.

Potential Cause 1

Agent is not connected to the the Getvisibility Management server

Solution

Follow the Prerequisites section to check the status of the Kafka Service

Check if the port “443” and “80” is open on the network firewall for the agent to communicate to the Getvisibility Management Server

Potential Cause 2

The configuration pushed is not compatible with the Agent

Solution

Check the version defined in the agent configuration, it should be the same as the version of the agent installed but only till the first decimal value.

For Example, for the agent with version 2.9.0 will be compatible with the configuration with the version defined as “2.9”

The snippet of the agent configuration:

Scenario - Configuration Wizard unable to push the json on the Dashboard

Problem Description

Unable to push the agent configuration from the agent wizard of the Getvisibility Dashboard.

Potential Cause 1

The configuration service might not be running

Solution

The service status and logs canl be reviewed from the Rancher Web UI

Follow the Prerequisites section to know the steps to check the status and review the logs of the classifier service

Potential Cause 2

Follow the Prerequisites section to check the status of the Kafka Service

Check if the port “443” and “80” is open on the network firewall for the agent to communicate to the Getvisibility Management Server

Potential Cause 3

The configuration json pushed via “Expert Mode” is shown as not valid.

Solution

Use a json validator to review the configuration and make the correction and re-push it.

One of the good online json validator would be https://jsonlint.com/

Scenario - Agent not listed on the Agent management console

Problem Description

The GV agent that is installed and communicating with the Getvisibilty Management server is not present in the list of connected agents.

And also the status of the used plugins is not getting updated.

Potential Cause 1

The agent and the audit service are not running.

Solution

Follow the Prerequisites section to know the steps to check the status and logs of the agent and the audit service

The service status will be reviewed from the Rancher Web UI

Potential Cause 2

Follow the Prerequisites section to check the status of the Kafka Service

Check if the port “443” and “80” is open on the network firewall for the agent to communicate to the Getvisibility Management Server

Firewall Whitelisting - Synergy

The list of the endpoints need to be accessible from GV Management Server to keep the system updated.

*.k3s.getvisibility.com

git.rancher.io

docker.io

quay.io

gcr.io

registry.opensource.zalan.do

github.co

storage.googleapis.com

*.k3s.io

github.com

*.amazonaws.com

Following firewall rules should be set. Firewall Port Opening Matrix:

Supporting Services- Synergy

Below services are involved in supporting the Getvisibility Platform. They need to be up and running

Kafka

Postgresql

Consul

K3s

K3 service is running as systemd service and its status can be known by running “systemctl status k3s” on the CLI of the Getvisibility Management Server.

If the service is not running then execute “sudo systemctl start k3s.service”

The basic level of health checkup of the remaining services can be performed by using the Rancher Web UI.

Status of individual services by following the steps mentioned below

The keyword “Active” is the current status of the service, which means the service is up.

Note: The rancher Web UI link will be shared by the Getvisibility team

Collecting Logs - Synergy

The logs of the service can be accessed by selecting the service and clicking on it

Click on the triple dot sign present on the right most end of the service and click on the “view logs”

Note: The rancher Web UI link will be shared by the Getvisibility team

Agent’s Service Logs

C:\Windows\ServiceProfiles\LocalService\AppData\Roaming\GVClient.Service\Logs

Agent Service logs

%appdata%\GVClient.Service

%appdata%\GVClient.Plugins

%appdata%\GVClient.UIWPF

The Kafka service might be down

Follow the Prerequisites section to check the status of the Kafka Service

Prerequisites

List of prerequisites that need to be fulfilled to ensure the working of all the features of the synergy product.

Firewall Whitelisting

The list of the endpoints need to be accessible from GV Management Server to keep the system updated.

*.k3s.getvisibility.com

git.rancher.io

docker.io

quay.io

gcr.io

registry.opensource.zalan.do

github.co

storage.googleapis.com

*.k3s.io

github.com

*.amazonaws.com

Following firewall rules should be set. Firewall Port Opening Matrix:

Supporting Services

Below services are involved in supporting the Getvisibility Platform. They need to be up and running

Kafka

Postgresql

Consul

K3s

K3 service is running as systemd service and its status can be known by running “systemctl status k3s” on the CLI of the Getvisibility Management Server.

If the service is not running then execute “sudo systemctl start k3s.service”

The basic level of health checkup of the remaining services can be performed by using the Rancher Web UI.

Status of individual services by following the steps mentioned below

The keyword “Active” is the current status of the service, which means the service is up.

Note: The rancher Web UI link will be shared by the Getvisibility team

Collecting Logs

The logs of the service can be accessed by selecting the service and clicking on it

Click on the triple dot sign present on the right most end of the service and click on the “view logs”

Note: The rancher Web UI link will be shared by the Getvisibility team

Agent’s Service Logs

C:\Windows\ServiceProfiles\LocalService\AppData\Roaming\GVClient.Service\Logs

Agent Service logs

%appdata%\GVClient.Service

%appdata%\GVClient.Plugins

%appdata%\GVClient.UIWPF

The classifier service is down

The classifier service is down. This service is responsible for sending suggestions to the agent.

Solution

Follow the Prerequisites section to know the steps to check the status and logs of the classifier service

The service status will be reviewed from the Rancher Web UI

Prerequisites

List of prerequisites that need to be fulfilled to ensure the working of all the features of the synergy product.

Firewall Whitelisting

The list of the endpoints need to be accessible from GV Management Server to keep the system updated.

*.k3s.getvisibility.com

git.rancher.io

docker.io

quay.io

gcr.io

registry.opensource.zalan.do

github.co

storage.googleapis.com

*.k3s.io

github.com

*.amazonaws.com

Following firewall rules should be set. Firewall Port Opening Matrix:

Supporting Services

Below services are involved in supporting the Getvisibility Platform. They need to be up and running

Kafka

Postgresql

Consul

K3s

K3 service is running as systemd service and its status can be known by running “systemctl status k3s” on the CLI of the Getvisibility Management Server.

If the service is not running then execute “sudo systemctl start k3s.service”

The basic level of health checkup of the remaining services can be performed by using the Rancher Web UI.

Status of individual services by following the steps mentioned below

The keyword “Active” is the current status of the service, which means the service is up.

Note: The rancher Web UI link will be shared by the Getvisibility team

Collecting Logs

The logs of the service can be accessed by selecting the service and clicking on it

Click on the triple dot sign present on the right most end of the service and click on the “view logs”

Note: The rancher Web UI link will be shared by the Getvisibility team

Agent’s Service Logs

C:\Windows\ServiceProfiles\LocalService\AppData\Roaming\GVClient.Service\Logs

Agent Service logs

%appdata%\GVClient.Service

%appdata%\GVClient.Plugins

%appdata%\GVClient.UIWPF

Agent and the audit service are not running.

Solution

Follow the Prerequisites section to know the steps to check the status and logs of the agent and the audit service

The service status will be reviewed from the Rancher Web UI

Prerequisites

List of prerequisites that need to be fulfilled to ensure the working of all the features of the synergy product.

Firewall Whitelisting

The list of the endpoints need to be accessible from GV Management Server to keep the system updated.

*.k3s.getvisibility.com

git.rancher.io

docker.io

quay.io

gcr.io

registry.opensource.zalan.do

github.co

storage.googleapis.com

*.k3s.io

github.com

*.amazonaws.com

Following firewall rules should be set. Firewall Port Opening Matrix:

Supporting Services

Below services are involved in supporting the Getvisibility Platform. They need to be up and running

Kafka

Postgresql

Consul

K3s

K3 service is running as systemd service and its status can be known by running “systemctl status k3s” on the CLI of the Getvisibility Management Server.

If the service is not running then execute “sudo systemctl start k3s.service”

The basic level of health checkup of the remaining services can be performed by using the Rancher Web UI.

Status of individual services by following the steps mentioned below

The keyword “Active” is the current status of the service, which means the service is up.

Note: The rancher Web UI link will be shared by the Getvisibility team

Collecting Logs

The logs of the service can be accessed by selecting the service and clicking on it

Click on the triple dot sign present on the right most end of the service and click on the “view logs”

Note: The rancher Web UI link will be shared by the Getvisibility team

Agent’s Service Logs

C:\Windows\ServiceProfiles\LocalService\AppData\Roaming\GVClient.Service\Logs

Agent Service logs

%appdata%\GVClient.Service

%appdata%\GVClient.Plugins

%appdata%\GVClient.UIWPF

Excel App crashing

Collect the logs from the application

The logs of the service can be accessed by selecting the service and clicking on it

Click on the triple dot sign present on the right most end of the service and click on the “view logs”

Note: The rancher Web UI link will be shared by the Getvisibility team

Agent’s Service Logs

C:\Windows\ServiceProfiles\LocalService\AppData\Roaming\GVClient.Service\Logs

Agent Service logs

%appdata%\GVClient.Service

%appdata%\GVClient.Plugins

%appdata%\GVClient.UIWPF

Unable to open the Synergy dashboard

If certain services like Dashboard, Fabio are not working then it might cause issue with opening of Synergy dashboard.

Supporting Services

Below services are involved in supporting the Getvisibility Platform. They need to be up and running

• Kafka

• Postgresql

• Consul

• K3s

K3 service is running as systemd service and its status can be known by running “systemctl status k3s” on the CLI of the Getvisibility Management Server.

If the service is not running then execute “sudo systemctl start k3s.service”

The basic level of health checkup of the remaining services can be performed by using the Rancher Web UI.

Status of individual services by following the steps mentioned below

The keyword “Active” is the current status of the service, which means the service is up.

Note: The rancher Web UI link will be shared by the Getvisibility team

Collecting Logs

The logs of the service can be accessed by selecting the service and clicking on it

Click on the triple dot sign present on the right most end of the service and click on the “view logs”

Note: The rancher Web UI link will be shared by the Getvisibility team

Agent’s Service Logs

C:\Windows\ServiceProfiles\LocalService\AppData\Roaming\GVClient.Service\Logs

Agent Service logs

%appdata%\GVClient.Service

%appdata%\GVClient.Plugins

%appdata%\GVClient.UIWPF

Contents

Introduction

This document gives a high-level overview of how the license management process works.

License Management Process

The steps involved in the License management Process is as follows:

• Getvisibility(GV) will register its resellers in the customer management system.

• The success code of registration and URL will be sent to ForcePoint (FP)

• FP will use GV customer management API to register a new customer (Check the open API specification for more details)

  • New Customer Name

  • License Type

  • Region

  • Number of Users

  • Expiration Time

• Based on the information received GV will return via API response the registration command for the customer in the specific region like:

  • EMEA

  • US

  • India

• On the clusters GV will perform:

  • Deploy Essential Services

  • Deploy Monitoring Tools

  • Deploy GV Services

• After the basic deployment, GV tools are ready for use.

Hold/Revoke License

The steps involved in revoking the license are as follows:

• Using the Monitoring tools enabled, GV will receive various statistics related to user usage.

• The statistics are stored in the GV databases.

• As soon as the number of users exceeds the specified customer limit as per the license, a trigger is generated in GV.

• The FP sales engineer can make a decision to disable the UI and plugins.

Contents

Introduction

This document gives a high-level overview of how the license management process works.

License Management Process

The steps involved in the License management Process is as follows:

• Getvisibility(GV) will register its resellers in the customer management system.

• The success code of registration and URL will be sent to ForcePoint (FP)

• FP will use GV customer management API to register a new customer (Check the open API specification for more details)

  • New Customer Name

  • License Type

  • Region

  • Number of Users

  • Expiration Time

• Based on the information received GV will return via API response the registration command for the customer in the specific region like:

  • EMEA

  • US

  • India

• On the clusters GV will perform:

  • Deploy Essential Services

  • Deploy Monitoring Tools

  • Deploy GV Services

• After the basic deployment, GV tools are ready for use.

Hold/Revoke License

The steps involved in revoking the license are as follows:

• Using the Monitoring tools enabled, GV will receive various statistics related to user usage.

• The statistics are stored in the GV databases.

• As soon as the number of users exceeds the specified customer limit as per the license, a trigger is generated in GV.

• The FP sales engineer can make a decision to disable the UI and plugins.