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Cisco AMP Threat Grid Appliance Setup and Configuration Guide
INTRODUCTION
Version 2.0
Version 2.0 is a major release, built upon an updated operating system. It includes enhancements that will
support future hardware releases, and also brings the Threat Grid Portal UI more in line with the Cloud
version. This includes significant numbers of new and updated Behavioral Indicators and other changes.
Please read the Threat Grid Portal Release Notes beginning with release 3.3.45 for details. (From the Portal
UI Navigation bar select Help, then click on the link to the release notes. The release notes are cumulative:
the most recent version contains all previous notes.)
Support - Contacting Threat Grid
There are several ways to request support from a Threat Grid engineer:
Email. Send email to support@threatgrid.com with your query.
Open a Support Case. You will need your Cisco.com ID (or to generate one) to open a support case. You
will also need your service contract number, which was included on the order invoice. Enter your
support case here:
Call. For Cisco phone numbers see:
When requesting support from Threat Grid, please send the following information with your request:
Appliance version: OpAdmin > Operations > Update Appliance)
•
Full service status (
•
Network diagram or description (if applicable)
•
Support Mode (Shell or Web interface)
•
Support Request Details
•
Support Mode
If you require support from a Threat Grid engineer, they may ask you to enable "support mode", which is a
live support session that gives Threat Grid support engineers remote access to the appliance. Normal
operations of the appliance will not be affected. This can be done via the OpAdmin Portal Support menu.
(You can also enable SUPPORT MODE from the TGSH Dialog, from the legacy Face Portal UI, and when
booting up into Recovery Mode.)
To start a live support session with Threat Grid tech support:
In OpAdmin, select Support > Live Support Session and click Start Support Session.
Note:
You can break out of the OpAdmin wizard task-flow to enable Support Mode, prior to licensing.
Start Support Mode - License Workaround Prior to Version 1.4.4
There is an issue with licenses that has been resolved in the Threat Grid Appliance v1.4.4. If your software
version is prior to 1.4.4, you will need to have successfully connected to Support Mode servers at least
https://tools.cisco.com/ServiceRequestTool/scm/mgmt/case
http://www.cisco.com/c/en/us/support/index.html
service status
from the shell)
3
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