Troubleshoot Decryption
Troubleshoot, investigate, and resolve TLS decryption issues using
visibility-enhancing diagnostic tools.
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This? | What Do I Need? |
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No separate license required for decryption when using NGFWs or
Prisma Access.
Note: The features and capabilities available to you in
Strata Cloud Manager depend on your active license(s).
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Troubleshooting and monitoring your Decryption deployment go hand-in-hand. Various
monitoring tools provide visibility into TLS traffic, helping you identify,
diagnose, and resolve decryption issues quickly and easily. For example, Application
Command Center (ACC) widgets provide details about successful and unsuccessful
decryption activity in your network, including decryption failures. For detailed
information about specific SSL or TLS traffic and sessions, you can view decryption
logs. Your troubleshooting process could involve the following steps assisted by the use
of these tools:
- Gather Information. What is the issue? What do you expect to see that you're
not? Is this issue reproducible? When does this occur? You can use various tools to
investigate and even look back at your decryption policy rules. How would you know
when things are functioning as expected? Is it something you'd see in the logs.
- Determine the most probable cause. Are the most common problems–for example,
incomplete certificate chains and unsupported cipher suites, at play?
- Try the actions that seem the most relevant. Eliminate issues by process of
elimination.
- Write down what you've done and the results you found. This will help you if
you need to work with support or if someone else encounters the same problem.
From weak protocols, unsupported cipher suites to incomplete certificate chains and
revoked certificates, the tools, actions, and resources outlined here will help you
troubleshoot and remedy all kinds of
decryption errors you may
encounter.
The general troubleshooting methodology is to start with Application Command Center (ACC)
widgets (if applicable) to identify traffic that causes decryption issues. Next,
investigate decryption logs or generate reports (if applicable) to drill down into
details and gain context about that traffic. With the additional context, you can take a
more targeted approach and diagnose issues more accurately. Understanding decryption
issues and their causes enables you to make an informed decision / decide the most
appropriate way to fix an issue.
Common Decryption Fixes include:
If you think you've fixed the issue, test that what
you saw in the beginning is no longer there. Test that you haven't disrupted or caused
another issue. When you cannot reproduce an issue and the expected functionality is
returned, you have likely fixed the issue. Continue monitoring your deployment to make
sure that you have not inadvertently affected another component or system, decryption or
not.
Contacting support should be a last resort and only if you are unable to pinpoint or
resolve the issue. However, by completing the above steps, you should be able provide
information to assist support in their investigation.
