Contact
Support tickets can be opened by leaving a message at Toll-free +1-877-778-8991 or via e-mail to BlueCat Customer Care.
Upgrades
LiveAssurance provides updates and upgrades regularly. BlueCat recommends that you upgrade your deployments promptly to benefit from the latest features and fixes.
Updates can now done through LiveAssurance tools, which can be loaded by typing ‘imanage’ from LiveAssurance’s server CLI, and also the WebGUI under About.
Server Support
We do not officially support additional software on the LiveAssurance Server and cannot predict how the server might behave if installed without consultation. Please contact us at BlueCat Customer Care before installing any third party applications on the LiveAssurance server so it can be reviewed in more detail.
Common issues when connecting Devices to LiveAssurance
In most cases, the content of the alert will provide the user with all the required details. Please make sure to expand the alert so that the alert’s content becomes available. Verify SSH connectivity between LiveAssurance and the analyzed device by connecting to LiveAssurance over SSH and initiating an SSH session into the analyzed device using LiveAssurance's designated username and password.
In some cases, as indicated in the alert’s details, management servers require their superior management server to be analyzed before they can be analyzed (for example, MDS needs to be analyzed before a CMA can be, in the case of Check Point). If indicated, please make sure to analyze the superior management servers.
Common Errors
Failed to communicate – No response on port 22
As a first step to assess where the issue lies, try to SSH from the LiveAssurance server to the analyzed device. If this fails, try to understand why this happens and this will lead to solving this issue. Make sure that port 22 is opened in your firewall. Please check the rule base of any firewalls involved in the path between LiveAssurance and this device to ensure this port is allowed.
Failed to communicate – SSH Credentials
Authentication failed. Please update the SSH credentials as follows:
Go to Credential Set, Delete and re-create. If you have one credential set, this will be the default set for all devices. Make sure you add the appropriate set to the device. You cannot edit Credential Sets, they must be deleted and re-created.