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Websense Enterprise® ReportingInstallation Guide

v6.1

Websense Enterprise Reporting Installation Guide©1996–2005, Websense, Inc. All rights reserved. 10240 Sorrento Valley Rd., San Diego, CA 92121, USAPublished September 29, 2005 Printed in the United States of AmericaNP33-0003WER52This document may not, in whole or in part, be copied, photocopied, reproduced, translated, or reduced to any electronic medium or machine-readable form without prior consent in writing from Websense Inc.Every effort has been made to ensure the accuracy of this manual. However, Websense Inc., makes no warranties with re-spect to this documentation and disclaims any implied warranties of merchantability and fitness for a particular purpose. Websense Inc. shall not be liable for any error or for incidental or consequential damages in connection with the furnishing, performance, or use of this manual or the examples herein. The information in this documentation is subject to change with-out notice.

TrademarksWebsense and Websense Enterprise are registered trademarks of Websense, Inc. in the United States and certain interna-tional markets. Websense has numerous other unregistered trademarks in the United States and internationally. All other trademarks are the property of their respective owners.Microsoft, Windows NT, Windows 2000, Windows 2003, Windows XP, Internet Explorer, and Active Directory are trade-marks or registered trademarks of Microsoft Corporation. Solaris is a registered trademark of Sun Microsystems, Inc., in the United States and other countries. Sun, Sun ONE and all Sun ONE based trademarks and logos are trademarks of Sun Microsystems, Inc.Netscape is a registered trademark of Netscape Communications Corporation in the U.S. and other countries. Netscape Navigator and Netscape Communicator are also trademarks of Netscape Communications Corporation and may be regis-tered outside the U.S.The following is a registered trademark of Novell, Inc., in the United States and other countries: Novell Directory Services.Adobe, Acrobat, and Acrobat Reader are either registered trademarks or trademarks of Adobe Systems Incorporated in the United States and/or other countries. Pentium is a registered trademark of Intel Corporation.Red Hat is a registered trademark of Red Hat, Inc., in the United States and other countries. Linux is a trademark of Linus Torvalds, in the United States and other countries.This product includes software distributed by the Apache Software Foundation (http://www.apache.org). Copyright (c) 2000. The Apache Software Foundation. All rights reserved.Other product names mentioned in this manual may be trademarks or registered trademarks of their respective companies and are the sole property of their respective manufacturers.

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Contents

Chapter 1 Important Reporting Installation Information . . . . . . . . . . . . . . . . . . 6

Downloading and Unzipping the Installation Files. . . . . . . . . . . . . . . . . . 6How to Use Websense Setup. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Reporting Modules and Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Finding What You Need to Know. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Chapter 2 Verifying System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Pre-installation Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10System Requirements for Reporting Components . . . . . . . . . . . . . . . . . 11Selecting a Database Engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12Database Engine System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . 13SQL Server/MSDE Installation Error Messages. . . . . . . . . . . . . . . . . . . 13

Database Version Error Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . 14Collation and Case-sensitivity Error Messages . . . . . . . . . . . . . . . . . 14Host Machine and MSDE/SQL Server Names Error Messages . . . . 15Database Creation Error Messages . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Using SQL Enterprise Manager to Set Database Creation Rights 17Using osql utility to Set Database Creation Rights. . . . . . . . . . . . 18

Table Creation Error Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Using SQL Enterprise Manager to Set Table Creation Rights . . . 19Using osql utility to set table creation rights . . . . . . . . . . . . . . . . 20

Installing with MSDE 2000. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21Installing with SQL Server 2000. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Chapter 3 Determining Websense and Network Information. . . . . . . . . . . . . . . 25

Specific Information about Websense Enterprise . . . . . . . . . . . . . . . . . . 25Component Location . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25Before Installing Log Database Manager . . . . . . . . . . . . . . . . . . . . . . . . 27

Websense Enterprise Reporting Installation Guide 3

Contents

Chapter 4 Selecting the Web Server, Setting Up Users and Security . . . . . . . . .28

Explorer with Microsoft IIS Web Server . . . . . . . . . . . . . . . . . . . . . . . .29Explorer Access Requirements for the Temp Directory . . . . . . . . . .29

Verifying the Temp Directory Location . . . . . . . . . . . . . . . . . . . .29Verifying Temp Directory Access . . . . . . . . . . . . . . . . . . . . . . . .29

Using Reporter. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .30Identifying Users for Reporting Tools and Utilities . . . . . . . . . . . . . . . .30Accessing Reporting Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .30

Chapter 5 Running the Installer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .31

Installation Concerns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .31Necessary Websense Enterprise Data . . . . . . . . . . . . . . . . . . . . . . . .31MSDE and SQL Server Installation and Configuration Error Messages32Database Engine Location . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .32Minimizing Database Size . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .32Log Database Location. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .33WebCatcher Decisions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .33

Connecting to a Log Database. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .34Chapter 6 Configuring for Windows Trusted Connection . . . . . . . . . . . . . . . . .35

Log Server Service Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .35Reporter Scheduler Service Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37Log Database Manager Service Setup. . . . . . . . . . . . . . . . . . . . . . . . . . .38Database Settings page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .39Following Log Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .40

Chapter 7 Upgrading and Migrating . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .41

Upgrading . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .41Migrating a v5.2 or v5.5 Log Database . . . . . . . . . . . . . . . . . . . . . . . . . .41Upgrading from MSDE to Microsoft SQL Server . . . . . . . . . . . . . . . . .46

Chapter 8 Removing Reporting Components . . . . . . . . . . . . . . . . . . . . . . . . . . . .47

Appendix A Technical Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .48

Websense Technical Services Support Center . . . . . . . . . . . . . . . . . . . .48


Contents

Premium Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .48Support Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .49

Web Portal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .49Email Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .49Telephone Assistance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .49

Customer Care . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .50Improving Documentation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .50


CHAPTER 1 Important Reporting Installation Information

To successfully install Websense Enterprise® Reporting, read the following topics.

Downloading and Unzipping the Installation Files, page 6How to Use Websense Setup, page 7Reporting Modules and Components, page 8Finding What You Need to Know, page 9

Downloading and Unzipping the Installation Files

The Websense Enterprise installation files are downloaded from the Websense web site or launched from the Websense Installation CD. Once you access the installation files:

1. Accept the default location to unzip the installation files, or browse to a different location.

2. Click Extract to unzip the installation files.

All the installation files are unzipped.

Websense Setup opens automatically.


Chapter 1: Important Reporting Installation Information

How to Use Websense Setup

Websense Setup installs:

Websense EnterpriseWebsense Enterprise ReportingWebsense Client Policy ManagerTM

To use Websense Setup:

1. Run Websense Setup to install Websense Enterprise.2. Restart the machine.3. Run Websense Setup again to install Websense Enterprise Reporting.

Follow the onscreen instructions.

i IMPORTANT

For performance reasons, it is strongly recommended that these three products not be installed on the same machine.

Each of these products includes several modules which also contain separate components. This Install Manager can be used to install modules or even single components on separate machines. It is meant to be used at each appropriate machine for installation.

Check the Websense Enterprise Deployment Guide for specific information on how to best deploy the products, modules and components. The link at the top of the Websense Install Manager opens the current version of the Websense Enterprise Deployment Guide.



Reporting Modules and Components

Websense reporting components require that a database engine, either Microsoft SQL Server 2000 or MSDE 2000, is installed and running. A free copy of MSDE is available for download via a link provided during the Websense Enterprise Reporting installation.

The Websense reporting components follow. The underlined components must be installed to use any other Reporting component or module.

Log Server - Required for any Websense Enterprise reporting component to work. Log Server creates the Log Database, and then sends internet activity, categories, protocols, and risk class names to the Log Database.Log Database - Created by Log Server. Log Database is the repository for all data about internet activity.Reporter - Client-based application that produces reports that can be generated automatically, and sent via email or printed.Websense Enterprise Explorer - Web-based application that produces a variety of easy-to-understand summary and detail reports.

Web server - either Apache or Microsoft IIS (Apache is included in the installation package).Web browser - Microsoft Internet Explorer (not included in installation).

Log Database Manager- Web-based application that assists in managing the size of the Log Database.

Web server - either Apache or Microsoft IIS (Apache is included in the installation package).Web browser - Microsoft Internet Explorer (not included in installation).

All of the reporting modules and their components rely on Websense Enterprise. They are always installed after Websense Enterprise.

For further details about these modules, refer to the Websense Enterprise Reporting Administrator’s Guide and the Websense Enterprise Reporting User’s Guide.



Finding What You Need to Know

Chapter When What

2 Before you install Verifying system requirements and SQL/MSDE issues

3 Before you install Determining Websense and network information

4 Before and after you install

Selecting the web server, and setting up users and security

5 Install Running the installer and creating a Log Database

6 After you install Configuring Websense services for Windows Trusted Connection

7 Before you upgrade Information about upgrading to this version, and also about migrating the Log Database from a previous version.

8 Uninstall Removing Websense Enterprise Reporting


CHAPTER 2 Verifying System Requirements

This chapter contains the following topics.

Pre-installation Requirements, page 10System Requirements for Reporting Components, page 11Selecting a Database Engine, page 12Database Engine System Requirements, page 13SQL Server/MSDE Installation Error Messages, page 13Installing with MSDE 2000, page 21Installing with SQL Server 2000, page 22

Pre-installation Requirements

Before any of the Websense Enterprise Reporting modules are installed, Websense Enterprise must be installed and working. You must install Websense Enterprise Reporting with the same version as Websense Enterprise.

Websense Enterprise Reporting requires that you first install a database engine, which must be either Microsoft SQL Server 2000 (SQL Server) or Microsoft SQL Server Desktop Engine 2000 (MSDE).

NOTEDuring installation of Websense Enterprise reporting components, the machine may need to be rebooted, depending on whether the machine has the necessary DLLs for installation and operation. This may occur near the beginning of the installation or at the end. You may or may not be given an option to reboot, so be prepared in case the reporting component installation performs a reboot automatically.


Chapter 2: Verifying System Requirements

System Requirements for Reporting Components

To provide you with the most accurate information possible, Websense provides hardware recommendations based on the potential number of seats within a corporation. The most current information for software requirements and hardware recommendations is available in Chapter 2 of the Websense Enterprise Deployment Guide. All Websense product documents are available at http://www.websense.com/global/en/SupportAndKB/ProductDocumentation/?Section=All.

There are some component specific requirements of which you must be aware before you install Websense reporting components.

Websense Enterprise ReporterPrint driver - You must have a print driver installed and selected as a default, appropriate to the operating system you use.

Websense Enterprise ExplorerYour company may encrypt web traffic containing sensitive information (HTTPS) or not. Explorer runs over HTTP or HTTPS, if your web server supports this type of traffic.The web server portion can be installed on any machine that can connect to the Log Database.Windows authentication is supported when the web server is Microsoft IIS.You must use either Internet Explorer v5.x or higher to run Websense Enterprise Explorer.


http://www.websense.com/global/en/SupportAndKB/ProductDocumentation/?Section=All



Selecting a Database Engine

The descriptions below provide an overview of Microsoft SQL Server Desktop Engine 2000 (MSDE) and Microsoft SQL Server 2000 (SQL Server), either of which can be used by Websense Reporting.

MSDE – Log Databases are only allowed to grow to approximately 1.5 GB. Upon reaching this maximum size, the Log Database is automatically saved (rollover), and a new Log Database is created. The date when the new database was created is appended to the existing database name. Reports may be generated from any Log Database.MSDE works best for smaller networks and organizations of less than 500 users that either have a low volume of internet access or that plan to generate reports and then archive the database on a weekly or monthly basis. MSDE should be installed via the link provided during the Reporting installation program.SQL Server 2000 – Works best for larger networks and those organizations with a high volume of internet usage. Also, SQL Server performs better than the MSDE for reporting over long periods of time, such as several weeks or months. If a copy of SQL Server already exists on your network, Websense recommends using this solution; otherwise SQL Server must be purchased separately.If you use SQL Server 2000, be aware that you must install using the Connectivity Only option on each machine running Reporter components.

If the descriptions above leave you still undecided about which database engine to use, you might want to begin with MSDE, which is a limited edition of SQL Server. You can upgrade your Log Database from MSDE to SQL Server at a later time without loss of data.

i IMPORTANTThe database engine must be installed before you install Websense reporting components.



Database Engine System Requirements

The system requirements vary according to the database engine. Websense Reporting works with either MSDE 2000 or SQL Server 2000. Websense recommends using MSDE in organizations with less internet activity, and SQL Server in organizations with higher volume.

SQL Server/MSDE Installation Error Messages

During reporting tool installation, Websense, Inc., runs a pre-installation script to check your SQL Server configuration. The script runs before installation files are transferred. If any configuration issue is found, the installer presents a specific error message that describes the problem.

You can avoid having to stop and then restart your Websense reporting installation if you configure SQL Server before you install Websense reporting tools. The next topics describe the issues that may cause the reporting installation to fail, and provides information for correcting the possible problems in advance.

MSDE v2000 (can be downloaded during installation)

Microsoft SQL Server v2000 (SP 1 or higher)

Operating System

Microsoft Windows 2000, Professional, Server, or Advanced Server (Service Pack 1) Microsoft Windows XP Professional Microsoft Windows 2003

Microsoft Windows 2000, Server, or Advanced Server (Service Pack 1)Windows 2003 Enterprise and Standard editions

RAM Refer to the Websense Enterprise Deployment Guide for details. The document is available at http://www.websense.com/global/en/SupportAndKB/ProductDocumentation/?Section=All.Processor

Web browser Microsoft Internet Explorer v5.5 or later

Microsoft Internet Explorer v5.5 or later

Disk space 3 GB recommended (per database) Refer to Microsoft documentation





Database Version Error MessagesWebsense reporting tools must have access to MSDE 2000 or SQL Server 2000. If you have an older version of MSDE or SQL Server, upgrade before you install Websense reporting tools.

MSDE is free, and access to a downloadable version is available via a link in the Websense installation wizard, if a database engine is not found.SQL Server is available from Microsoft. Check the Microsoft web site for purchase information.

Refer to Microsoft documentation for installation and upgrade details.

If you try to install Websense with an MSDE or SQL Server version that is not supported, an error message appears. The installer will terminate and will not access or install reporting files and components.

Collation and Case-sensitivity Error MessagesWebsense reporting tools use case-insensitive collation functions for database searches to provide highly accurate reports. If your SQL Server 2000 instance uses case-sensitive collation, you cannot install Websense reporting files and components. This occurs most often if one or more other applications are using that instance of SQL Server.

To address the issue, install another SQL Server instance set to use the default case-insensitive settings. During installation, the Collation Settings dialog box provides options from which you are able to select the correct collation setting.

You can check the case setting of SQL Server via SQL Enterprise Manager, although you cannot change the setting.

1. Make sure you have administrator access to SQL Server.2. Select Start > Programs > Microsoft SQL Server > Enterprise

Manager. SQL Enterprise Manager opens.3. Go to the navigation pane and expand the following trees, in the order

listed.a. Microsoft SQL Serversb. SQL Server Group



4. Right-click on the server icon for the machine where the SQL instance you want to use is installed, and then select Properties from the drop-down menu.

5. Check the General tab and look for the text Server collation. An example appears next.SQL_LATIN1_General_CP1_CS_AS

In this string, the text in highlighted position indicates case sensitivity. There are two possible entries.

CS indicates the collation setting is case-sensitive.CI indicates the collation setting is case-insensitive.

6. Click OK to close the Properties dialog box.

Host Machine and MSDE/SQL Server Names Error MessagesIf the name of the host machine changed after MSDE/SQL Server was installed, the host and MSDE/SQL Server names will not match. If the machine and the MSDE/SQL Server names do not match, an error message appears, and Websense reporting components and files are not installed.

You must follow the next procedure to change the MSDE/SQL Server name without corrupting the database. For both database engines, use the osql utility to run the necessary commands.

1. Go to the machine where the MSDE/SQL Server instance runs that you want to connect to for Websense reporting tools.

2. Check for the actual machine name. Right-click the My Computer icon on the desktop, and then select Properties from the drop-down menu.a. When the Properties dialog box opens, click the Network

Identification or the Computer Name tab.b. Check the Full Computer Name entry, and write the name down.

You will need this name later.c. Click OK to close the Properties dialog box.

3. Select Start > Control Panel > Administrative Tools > Services to verify that the MSDE/SQL Server instance is running.

4. Select Start > Programs > Accessories > Command Prompt. A Command Prompt window opens.



5. To connect to the named instance of MSDE/SQL Server using Windows Authentication, type the following command, and then press <Enter>.osql -E -S servername\instancename

In the above command:for servername, substitute the actual name of the MSDE/SQL Server.for instancename, substitute the actual name of the MSDE/SQL Server instance.

6. Verify the entry in the Command Prompt window is 1>. This shows you are connected to the MSDE/SQL server.

7. View the currently installed server name by entering the next commands. Press <Enter> at the end of each command. 1> EXEC sp_helpserver

2> GO

8. Enter the next commands to remove the named instance of MSDE/SQL Server. Press <Enter> at the end of each command.1> sp_dropserver N'old_SQL_name'

2> GO

In the above command, replace old_SQL_name with the existing MSDE/SQL Server name.

9. Check the results. An entry of 0 in the Command Prompt window indicates success.

10. Enter the next commands to add a new named instance of the MSDE/SQL Server. Press <Enter> at the end of each command.1> sp_addserver N'new_SQL_name'

2> GO

In the above command, replace new_SQL_name with the name of the host machine, which you discovered in step 2 of this procedure.




12. Enter the next commands to verify the new named instance of the MSDE. Press <Enter> at the end of each command.1> EXEC sp_helpserver

2> GO

13. Type EXIT to close the osql utility.14. If you use SQL Server as your database engine, you can also use SQL

Enterprise Manager to verify that the name change has been accepted.15. Restart the machine where MSDE/SQL Server runs.16. Run the Websense reporting tool installer again.

The next Microsoft topics can provide additional information.

Transact-SQL ReferenceCommand Prompt Utilities

Microsoft documents are available at http://msdn.microsoft.com/.

Database Creation Error MessagesTo install Websense reporting files and components, you must have access rights that allow you to create databases. This is associated with a fixed server role. If the dbcreator role is not set, you need to do so.

There are two ways you can set the database creator role.

Using SQL Enterprise Manager to Set Database Creation Rights, page 17Using osql utility to Set Database Creation Rights, page 18

Using SQL Enterprise Manager to Set Database Creation RightsTo add the dbcreator role using the SQL Enterprise Manager, complete the next procedure.



listed.a. Microsoft SQL Serversb. SQL Server Group


http://msdn.microsoft.com/


c. The machine entry that identifies the machine where SQL Server runs.

d. Security4. Under Security, locate and then double-click Server Roles. The Server

Roles pane opens, with the full names of the available server roles.5. Right-click Database Creators, and then select Properties from the

drop-down menu. The Servers Role Properties- dbcreator dialog box opens.

6. Click Add. The Add Members dialog box opens, and shows all existing logins for SQL Server.

7. Highlight the login to which you are adding database creation rights, and then click OK. The Add Members dialog box closes.

8. In the Servers Role Properties- dbcreator dialog box, verify that you have selected the correct login, and then click OK.

9. Select Console > Exit to close SQL Enterprise Manager.

Using osql utility to Set Database Creation RightsIf you use MSDE 2000 as your database engine, complete the next procedure to add the dbcreator role using osql, the MSDE user interface.

1. Go to the machine where the MSDE 2000 instance runs that you want to connect to for Websense reporting tools.

2. Select Start > Control Panel > Administrative Tools > Services to verify that the MSDE 2000 instance is running.

3. Select Start > Programs > Accessories > Command Prompt. A Command Prompt window opens.

4. To connect to the named instance of MSDE 2000 using Windows Authentication, type the following command, and then press <Enter>.osql -E -S servername\instancename

In the above command:for servername, substitute the actual name of the MSDE Server.for instancename, substitute the actual name of the MSDE instance.

5. Verify the entry in the Command Prompt window is 1>. This shows you are connected to the MSDE server.



6. Enter the next command to grant rights for database creation, and then press <Enter>. 1> EXEC sp_addsrvrolemember N'user_logon', N'dbcreator'

2> GO

In the above command, at user_logon, replace the text with the SQL or Windows user logon to whom you are assigning database creation rights.


8. Type EXIT to close the osql utility.9. Run the Websense reporting tool installer again.

Table Creation Error MessagesYou must have logon rights that allow you to create tables. This is an SQL Server role. If this role is not already set, you need to do so.

There are two ways to set table creation rights.

Using SQL Enterprise Manager to Set Table Creation Rights, page 19

Using SQL Enterprise Manager to Set Table Creation RightsTo set table creation rights in SQL Enterprise Manager:



listed.a. Microsoft SQL Serversb. SQL Server Groupc. The machine entry that identifies the machine where SQL Server

runs.d. Databases

4. Under Databases, locate the Websense database name, and then right-click.



5. From the drop-down menu, select Properties. The Properties dialog box for that database opens.

6. Click the Permissions tab. When the pane comes to the top, it contains a list of the users logons for whom permission can be set.

7. Locate the logon entry for which you are adding table creation rights.8. In the Create Tables column, mark the checkbox that appears for the

login role you are modifying.9. Click OK to close the Properties dialog box.10. Select Console > Exit to close SQL Enterprise Manager.

Using osql utility to set table creation rightsIf you use MSDE as your database engine, complete the next procedure to set table creation rights using osql, the MSDE user interface.1. Go to the machine where the MSDE 2000 instance runs that you want to

connect to for Websense reporting tools. 2. Select Start > Control Panel > Administrative Tools > Services to

verify that the MSDE 2000 instance is running.3. Select Start > Programs > Accessories > Command Prompt. A

Command Prompt window opens.4. To connect to the named instance of MSDE 2000 using Windows

Authentication, type the following command, and then press <Enter>. osql -E -S servername\instancename

In the above command:for servername, substitute the actual name of the MSDE server. for instancename, substitute the actual name of the MSDE instance.

5. Verify the prompt in the Command Prompt window is 1>. This shows you are now connected to the MSDE server.

6. Enter the next commands to grant rights for table creation. At the end of each line, press <Enter>.

GRANT CREATE TABLE TO user

In the above command, replace user with the SQL or Windows user logon to whom you are assigning table creation rights.




8. Type EXIT, and then press <Enter> to close the osql utility.9. Run the Websense reporting tool installer again.

Installing with MSDE 2000

MSDE should be installed from the link available during the Reporting installation. The program is free. The standard MSDE installation requires a special setup to work with Websense Reporting if you are going to use a remote installation of the database engine. This setup is automatically downloaded from this link.

To install with MSDE:

1. Log on as a user with local administrator privileges to the database machine.

2. Close any open applications, including the Windows Control Panel.3. Download Websense Setup from the Websense web site or launch it from

the Websense Installation CD. Unzip the installation files.4. Websense Setup launches automatically. Follow the instructions on each

screen until you come to the options about installing Websense Enterprise or Client Policy Manager.

5. Click the radio button next to Websense Enterprise, and then click Next.6. In the next screen, select Websense Enterprise Reporting, and then click

Next.7. Follow the instructions on each screen until you come to an option to

download a free copy of MSDE.8. Select the appropriate language version, then follow the instructions.9. Restart your machine after MSDE has finished the installation.

NOTEIf replacing a previous installation of MSDE and upgrading from an English to a non-English language version of MSDE 2000, you need to uninstall the English version of MSDE before installing the non-English version of MSDE.



10. If the installation was successful, MSDE becomes active. MSDE must be running when you install the Log Server.

Installing with SQL Server 2000

Microsoft SQL Server must be purchased separately. If it has not been installed in your network, see Microsoft documentation for system requirements and installation instructions. Generally, follow these steps.

1. Install SQL Server 2000 according to Microsoft instructions, if it has not already been installed.

2. Make sure SQL Server is running.3. Make sure SQL Server Agent is running.4. Obtain the SQL Server login ID and password for a SQL Server

Administrator, or for an account that has rights to create, modify and delete databases and tables. You need this login ID and password when you install Reporter components.

5. Restart the SQL Server machine after installation, and then install Log Server on an appropriate machine, as described in the next section.

i IMPORTANTYou must restart the machine before installing any other Reporter components.

NOTEYou MUST restart the machine after installing Microsoft SQL Server 2000 and before installing Log Server.



6. Make sure the Log Server machine and each Reporter machine can recognize and communicate with SQL Server 2000. This can be done in one of two ways:

Preferred: Run the SQL Server 2000 installation program on each appropriate machine and select Connectivity Only when asked what components to install. You must restart the machine after installing the connectivity option. See Microsoft SQL Server documentation for details.Alternative: Run SQLredis.exe, provided in the Enterprise Reporting package, on each appropriate machine. This program, created by Microsoft for SQL Server 2000 users, updates the ODBC drivers on the machine so they are compatible with SQL Server 2000. (For additional information on SQLredis.exe, contact Microsoft.)

To use the SQLredis.exe program, follow these steps.a. Log on as a user with local administrator privileges to the Log Server

machine.b. Close any open applications, including the Windows Control Panel.c. Download the Websense Install Manager from the Websense web site

or launch it from the Websense Installation CD. d. Click the Install button under Websense Enterprise Reporting.e. Double-click the SQLredis.exe program that is automatically

unzipped in step d. This program runs as a “silent install,” meaning that no dialog boxes or progress bars appear.

f. Verify that the program has finished running by making sure SQLredis.exe and dasetup.exe no longer appear on the Process tab of the Task Manager.

g. You must restart the machine. You cannot install reporting components until after the machine is restarted.



NOTEIf you choose No to the trusted connection option when installing Reporter components after running SQLredis.exe, sometimes the SQL Server Login dialog box opens with the Use Trusted Connection option checked. Uncheck the option and enter the appropriate login ID and password.


CHAPTER 3 Determining Websense and Network Information


Specific Information about Websense Enterprise, page 25Component Location, page 25Before Installing Log Database Manager, page 27

Specific Information about Websense Enterprise

You need to specify the IP address where the Websense Policy Server has been installed, during Websense Enterprise installation. You must also provide the port number the Policy Server uses to communicate. The default port number is 55806.You may need to specify the port number for the Websense Internet Service for Explorer, if it was changed from the default value. The default port number is 55814.

Component Location

The various components of Websense Enterprise Reporting may be installed on the same or different machines, depending on the network and the database engine used. Consider the following information as you decide where to install the different components.

Database Engine. Generally the database engine should run on a separate machine from other reporting components. The installation program places the Log Database on the database engine machine. However, in environments with a relatively low volume of internet activity, MSDE can run on the same machine with other reporting components. It is recommended that SQL Server 2000 run on its own machine.


Chapter 3: Determining Websense and Network Information

Log Server. Large environments and those with a high volume of internet activity should consider placing Log Server on a separate machine. Log Server processing can consume considerable system resources, and could slow performance of other programs.Reporter. The Reporter application can be installed on multiple machines, with each connected to the same Log Database. This approach enables multiple managers, for example, to create reports from the same data. It also enables you to generate reports from different machines at different times.Policy Server. The Policy Server service must be running for the Log Server service to start. To maximize performance, do not install the Log Server or database engine on the Policy Server machine.

For further details on determining your Websense Enterprise Reporting configuration, refer to the Websense Enterprise Deployment Guide.

i IMPORTANTIf you install all the reporting modules and components on the same machine, then they can all be installed at the same time.

If you are going to install different modules and/or components on different machines, you must first install the Log Server and Log Database before installing any of the other modules or components.


Chapter 3: Determining Websense and Network Information

Before Installing Log Database Manager

Websense Log Database Manager can be installed on any machine.Do not install Log Database Manager on the same machine as Websense CPM Reporter.The Log Server service must be running.Websense Enterprise Manager has to be configured to send internet traffic to the Log Server.Log Database Manager needs space on your hard disk to be able to complete the archive or purge process. Before performing an archive or purge operation on your Log Database, Log Database Manager checks to see if there is enough available disk space. If there is not, the operation fails and that status appears in the Log Database Manager Status Log.If you plan on using a Windows Trusted Connection, see the chapter on Configuring for Windows Trusted Connection.

i IMPORTANTBack up your database before performing an archive or purge function. Backups ensure a safe recovery of your data should an error occur during processing


CHAPTER 4 Selecting the Web Server, Setting Up Users and Security

Websense Enterprise Reporter is a client/server application.

Websense Enterprise Explorer and Log Database Manager are web-based applications. You must use either Microsoft IIS or Apache as the web server.

Your installation choices and security procedures vary, based on whether your web server is Microsoft IIS or Apache. For technical support on the installation or operation of either of these web servers, contact Microsoft or Apache directly.

If both web servers are installed on the machine where you are installing Reporting, during installation you need to choose which web server you want to use.


Explorer with Microsoft IIS Web Server, page 29Using Reporter, page 30Identifying Users for Reporting Tools and Utilities, page 30Accessing Reporting Tools, page 30


Chapter 4: Selecting the Web Server, Setting Up Users and Security

Explorer with Microsoft IIS Web Server

If you are using IIS, before beginning the installation, you need to know the name of the IIS web site. You must enter the name of an existing web site from IIS Manager in which to create the virtual directory. To create a new web site or view existing web sites, use the Windows Internet Services Manager. To access this tool from the Windows Start menu choose Start>Programs>Administrative Tools>Internet Services Manager.

Explorer Access Requirements for the Temp DirectoryEmployees who have access to Explorer reports also need to have Modify access rights to the system temp directory. For most servers, these rights are automatically granted. For custom or secure server configurations, you may need to modify access rights before employees can access Explorer reports.

The system temp directory is defined by the configurable environment variable %temp%, identified by default as C:\Windows\Temp.

Verifying the Temp Directory LocationFollow the next procedure to verify the location of the Temp directory.

1. Log on to the machine where Websense Enterprise Explorer is installed.2. Locate and then right-click the My Computer icon.3. Select Properties from the drop-down menu.4. Click the Advanced tab.5. Check the System variables list for the Temp entry. Usually, the value is

C:\Windows\Temp.

Verifying Temp Directory AccessOnce you verify the location of the system temp directory, you will need to verify and possibly modify access to the directory. You need to be at the machine where Websense Enterprise Explorer is installed.

1. Use Windows Explorer to locate the Temp directory. By default, the directory is C:\Windows\Temp.

2. Right-click the Temp folder, and then select Properties.


Chapter 4: Selecting the Web Server, Setting Up Users and Security

3. Verify that all users and/or Groups that should be able to access Explorer reports are listed.

4. Click in the Modify check box associated with each user and/or group that will be allowed to access Explorer reports. Other boxes are automatically checked, based on your selection.

5. When you are done selecting all users and/or groups, click OK.

Using Reporter

To generate reports in Reporter, you must log on as a user with local administrator privileges to the database machine.

Identifying Users for Reporting Tools and Utilities

As a reporting administrator, default access to Websense Reporting Tools uses the same user ID and password you use to log on to Websense Manager. The default user account to log on to Websense Reporting Tools is WebsenseAdministrator.

To identify other users for all Websense Reporting Tools, you must be in Websense Enterprise Manager, and then select the Report Administrators option in the navigation pane. For complete configuration details, refer to the Websense Enterprise Administrator’s Guide, Chapter 8.

Accessing Reporting Tools

To access Websense Reporter, select Start > Program Files > Websense > Websense Reporter.To access Log Server Configuration, select Start > Program Files > Websense > Utilities > LogServer Setup.To access the Migrate Utility, select Start > Program Files > Websense > Utilities > Migrate Utility.To access Real-time Analyzer or Websense Enterprise Explorer, select Start > Program Files > Websense > Web Reporting Tools. Once you log on, the Reporting Tool Portal opens, which allows you to select which web-based reporting tool you want to use.


CHAPTER 5 Running the Installer


Installation Concerns, page 31Connecting to a Log Database, page 34

Installation Concerns

Your installation options and procedures vary, based on the web server, modules and/or components that are being installed and the locations.

Follow the onscreen instructions and provide the information requested.

Necessary Websense Enterprise DataIP address where the database engine (MSDE 2000 or SQL Server 2000) is installed.User and password with administrator access to the database engine, required to create databases.IP address of the Policy Server.Port number of the Policy Server if the default 55806 port is not available.Relative path of where the database engine is installed.

NOTEInstallation creates a new Log Database for this version. The name of this Log Database is “wslogdb61.” You can run reports on previous versions of the Log Database after migrating them to the current version. See the chapter on Upgrading and Migrating.


Chapter 5: Running the Installer

MSDE and SQL Server Installation and Configuration Error MessagesThe Websense installation wizard runs a script to check for installation and configuration problems with MSDE 2000 and SQL Server 2000. If the script encounters any problem, an error message appears. The error messages are documented in SQL Server/MSDE Installation Error Messages, page 13, and include details about what you must do to resolve the errors.

Database Engine LocationEnter the IP address where MSDE/SQL Server is installed. Websense Inc., recommends that you do not use a Trusted Connection if you run MSDE. Contact your database administrator for assistance.Be aware that if you choose your Windows logon to access the database, you must have logged on to the installation machine with an account that has privileges to create, modify, and delete databases in MSDE/SQL Server, as well as local administrator privileges for the machine. After installation, be sure to assign the appropriate logon ID and password to the Log Server service, as described in Chapter 7.If you installed SQL Server 2000 with an “instance name” other than MSSQLServer, the default, you must enter the IP address of the SQL Server machine, followed by the instance name, an example of which appears next.

<IP address>\<instancename>For example: 10.201.1.1\ReporterSql.

Enter a login name and password for an account that has rights to create a database on the MSDE/SQL machine. The default is sa with a blank password. Click Next.

Minimizing Database SizeReporter can report a separate internet access for each web page generated by a URL request (visit) or for each separate file that a page request generates (hits).

Choose Logging Web Page Visits for a smaller Log Database and faster reporting. If you deselect this option, the database will contain an entry for every single file requested, including graphic images and advertisements. This will create a much larger database and will cause reports to generate slowly.

You can also set Consolidating Log Records to minimize the database size by combining multiple visits by the same user to the same internet domain.



Log Database LocationSpecify the location for installing the Log Database according to your network setup.

Log Server and the database engine on the same machine: Click Browse to select a folder on the local machine for installing the Log Database.Log Server and the database engine on different machines: Enter the path for installing the Log Database. This must be a local drive on the SQL Server machine, and the directory must already exist on that machine.

Make sure there is enough free disk space (at least 3 GB) on the specified drive for the Log Database. Keep in mind that depending on the number of users in your enterprise, and your network setup, your Log Database may grow very rapidly.

WebCatcher DecisionsHelp improve the quality of the Websense Enterprise Master Database by sending unrecognized and/or potential adult URLs back to Websense for analysis. No user-identifying information is ever sent to Websense.

NOTEA commonly reported problem during installation is failure to set up the correct path for installing the Log Database when the Log Server and SQL Server are on different machines. Make sure you verify the path data you enter.



Connecting to a Log Database

Log Database Manager - If Log Database Manager is installed at the same time as Log Server, Log Database Manager connects to the same Log Database that Log Server is logging to. If the installer cannot find either Log Database or Log Server, then the installer asks for the Log Database name, location, user name and password in order to make a connection. Log Database Manager and Log Server do not need to be installed on the same machine.Reporter - If a Log Database is installed at the same time that Reporter is installed, Reporter automatically connects to that Log Database. If Reporter is installed separately, you need to connect Reporter to a Log Database after the installation using the Reporter interface. Refer to the Websense Enterprise Reporting Administrator’s Guide for procedures on how to do that.Explorer - If Log Server is installed at the same time that Explorer is installed, Explorer connects to the same Log Database that Log Server is logging to. If there is neither, then the installer asks for the Log Database name, location, user name and password in order to make a connection.

After installation, Reporter and Explorer can make a connection to a different Log Database in order to run reports on that database. However, if the database is from a previous version of Websense, you must migrate it to the new version before the Websense reporting components can display any reports that show information from that database.


CHAPTER 6 Configuring for Windows Trusted Connection

These Websense Reporting services must be manually configured to run as the Windows Authenticated User.

Log Server serviceReporter Scheduler serviceLog Database Manager service

When you want to run Explorer reports against a different Log Database, you link to the Database Settings page by choosing the Select Database link at the top of the main Explorer page.

Log Server Service Setup

Most Log Server setup is done via the Log Server Configuration window. However, there are two situations when you would need to set up the Log Server service with a user name and password.

When Log Server is installed to use a trusted connection for database communications.When the Windows directory service is configured so that an application it perceives as anonymous, such as Log Server, cannot obtain a list of users and groups.

In these situations, Log Server must authenticate to either Connect to SQL Server or to obtain the user list from the directory service.

Set up Log Server with the appropriate authentication information as follows:

1. Open Windows Control Panel.2. Select Administrative Tools > Services.3. Select the Websense Log Server service in the list, and then click Stop.4. Double-click the Websense Log Server service to open the Service

dialog box.


Chapter 6: Configuring for Windows Trusted Connection

5. On the Log On tab, select the This account option.6. In the text box, enter the user name for an account with appropriate access

rights to the Log Database on the SQL Server and/or the Windows directory service. (Most environments require this to be entered as domain\user name. For example: Websense\jdoe.)

7. Enter and confirm the Windows password for this account.8. Click OK to close the Service dialog box.9. Select the Websense Log Server entry in the Services list, and then click

the Start button.



Reporter Scheduler Service Setup

Scheduling Reports to run is done via the Reporter window. However, when Reporter is installed using a trusted connection for database communications, you need to set up the Scheduler service with a user name and password.

Scheduler must authenticate to the Log Database.

Set up Scheduler with the appropriate authentication information as follows:

1. Open Windows Control Panel.2. Select Administrative Tools > Services.3. Select the Websense Reporter Scheduler service in the list, and then

click Stop.4. Double-click the Websense Reporter Scheduler service to open the

Properties dialog box. 5. On the Log On tab, select the This account option.6. In the text box, enter the user name for an account with appropriate access

rights to the Log Database on the SQL Server and/or the Windows directory service. (Some environments require this to be entered as domain\user name. For example: Websense\jdoe.)

7. Enter and confirm the Windows password for this account.8. Click OK to close the Service dialog box.



9. Select the Websense Report Scheduler entry in the Services list, and then click the Start button.

Log Database Manager Service Setup

When Log Server is installed to use a trusted connection for database communications, you need to set up the DBManager Scheduler service with a user name and password, as the Scheduler must authenticate to the Log Database.

These are the steps to configure the Websense DBManager Scheduler service to support the trusted connection after installing the Log Database Manager.

1. Open Windows Control Panel.2. Select Administrative Tools > Services.3. Select the Websense DBManager Scheduler service in the list, and right-

click; then click Stop.4. Double-click the Websense DBManager Scheduler service to open the

Properties dialog box.5. On the Log On tab, select the This account option.6. In the text box, enter the user name for an account with appropriate access

rights to the Log Database on the SQL Server and/or the Windows directory service. (Some environments require this to be entered as domain\user name. For example: Websense\jdoe.)

7. Enter and confirm the Windows password for this account.8. Click OK to close the Service dialog box.9. Select the Websense DBManager Scheduler entry in the Services list

again, and right-click; then click the Start button.



Database Settings page

If you have chosen to install Explorer using a trusted connection, after installation you can run reports as that user, subject to the security restrictions placed on that executable.

When you first open Explorer, you may see a message informing you that summary tables are not populated, and that, as the administrator, you can edit your Explorer settings. The page you access by clicking the link is also available on the main Explorer page.

1. Select Start > Programs > Websense > Web Reporting Tools.2. Log on to Websense Reporting Tools. The first time, the user name will

be WebsenseAdministrator, and the password will be the administrator password that was entered in Websense Manager

3. When the Reporting Tools menu opens, click the Websense Enterprise Explorer graphic. The main Websense Enterprise Explorer page opens.

4. Click Select Database to open the Database Settings page.

5. In the Database Settings page, enter the information needed to connect to the database.a. Enter the IP address of the server where your database engine resides.b. Enter the database name to which you want to connect. By default,

the value is wslogdb61.



c. Enter the user ID that is granted administrator rights to the database. Generally, the user is sa. If no user name is passed, Explorer assumes it is a trusted connection. Leave the user name and password blank to connect as trusted connection.

d. Enter the password for the user ID, if any.

6. Click the Select Database button. If the connection is successful, a message appears that indicates the connection is complete.

Following Log Server

If you do not know any of the information about the database you should be using, you can follow the Log Server. This forces Explorer to use the database which is currently being used by the Log Server.

1. Select Start > Programs > Websense > Web Reporting Tools.2. Log on to Websense Reporting Tools. The first time, the user name will

be WebsenseAdministrator, and the password will be the administrator password that was entered in Websense Manager

3. When the Reporting Tools menu opens, click the Websense Enterprise Explorer graphic. The main Websense Enterprise Explorer page opens.

4. Click Select Database to open the Database Settings page. 5. Do not enter anything in the fields that identify the machine or the

database.6. Click the Follow Log Server checkbox to select it.7. Click the Select Database button. If the connection is successful, a

message appears that indicates the connection is complete.


CHAPTER 7 Upgrading and Migrating


Upgrading, page 41Migrating a v5.2 or v5.5 Log Database, page 41Upgrading from MSDE to Microsoft SQL Server, page 46

Upgrading

Migrating a v5.2 or v5.5 Log Database

The migrate utility updates a v5.2 or v5.5.x Log Database to the v6.1 format.The Migrate Utility resides on the Log Server machine. It converts log information from Websense Reporter v5.2 or v5.5.x (wslogdb55x.mdf), into a format compatible with Websense Enterprise Reporter v6.1. Once the information has been migrated, Websense Enterprise Reporter and Explorer v6.1 can use it to generate reports.

i IMPORTANTWebsense, Inc., officially supports upgrades for Websense Enterprise v5.2 and v5.5 to v6.1. If you are running earlier versions of Websense and want to upgrade to v6.1, contact Websense Technical Support.

The Windows Event Viewer must not be running during an upgrade or when repairing an existing installation. If the Event Viewer is open during an upgrade, the installer will crash. If you attempt to repair your Websense system when the Event Viewer is open, the repair will fail, even though the installer appears to finish normally.


Chapter 7: Upgrading and Migrating

To convert a Websense Reporter v5.2 or v5.5.x Log Database to a Websense Enterprise Reporting v6.1 compatible format, use the following procedure.

1. Back up the existing Log Database. See the MSDE 2000 or SQL Server 2000 documentation for assistance.

2. Disable consolidation on the Consolidation tab in the Log Server Configuration window, if it is enabled.

3. Select Start > Programs > Websense > Utilities > Migrate Utility to open the Websense Migrate window.

NOTEDo not log to a migrated database. The migrated database will only be available for reporting purposes.



4. Click the Connect button. The Select Data Source dialog box appears.

5. Click the Machine Data Source tab, and then select the Data Source Name (ODBC connection) for the Log Database you want to migrate. In most cases, the Data Source Name matches the name of the Log Database, for example, wslogdb_55.

6. Click OK. An SQL Server Login dialog box appears.7. Generally, the Use Trusted Connection option is checked. For most,

organizations, you will need to uncheck the box and then enter the logon ID and password used during Log Server installation.

8. Consider whether the following options are appropriate for your environment. By default (neither option checked), the Migrate Utility maintains both the old and new databases during the migration, and then deletes the old database. This can require significant amount of disk space during migration.



Check one of the following options if preferred. (You cannot choose both.)

Minimize disk space – copies a group of records from the old database to the new database, then deletes those records from the database. The process repeats until all records have been copied to the new database, and the old database has been deleted. This setting shrinks the old database as the new database grows, thereby requiring less disk space for the migration. However, the migration may take longer.Keep existing Database – keeps the old database intact after it has been migrated. If you choose this option, the old database retains its name, and the new database has _61 appended to the name.

9. Click the Migrate button. 10. (SQL Server 2000 users only) Enter a location for the new database in the

dialog box that asks for Database Path. This must be a complete path, starting with a local drive letter, and the path must already exist on the SQL Server machine. It cannot be a Network drive.

11. View the messages that appear in the Status area as the Migrate Utility converts the existing log information into a format compatible with Reporter 6.1, and stores the information in a new database.The new database name includes the old database name and the date and time of migration (wslogdb_55jan082006).

12. Run Trend – runs trend queries on the newly migrated database. Due to changes in database structure, you may not be able to run Risk Trend reports.

13. When you finish working in the Migrate window, click the x button in the upper right corner to close the window.



Upgrading from MSDE to Microsoft SQL Server

MSDE users can upgrade to SQL Server 2000 at any time, to take advantage of the larger memory capacity in SQL Server. The recommended approach is to install SQL Server on the MSDE machine, as described below. If you choose to install SQL Server on a different machine than MSDE, refer to the Websense Knowledge Base at:

http://www.websense.com/global/en/SupportAndKB/

Be sure to perform the upgrade during a quiet period, because no internet access information is logged during this process.

1. On the Log Server machine, stop the Log Server.a. Select Start > Programs > Websense > Utilities > Log Server

Setup. The Log Server Configuration window opens.b. Select the Connection tab. c. In the Log Server Service area, click Stop.

2. Go to the MSDE machine, and install SQL Server (see SQL Server documentation).

3. Go to the Log Server machine, and open the Log Server Configuration window if necessary.

4. Open the Database tab, and select the MS SQL Server option.5. Click the Connection button to select the Log Database. 6. Update the Maximum connections allowed according to your SQL

Server license (contact the Database Administrator for assistance).7. Click Apply.8. If the SQL Server service is not running, start it at this time.9. Open the Connection tab, and then click the Start button to restart the

Log Server.

NOTEIf upgrading from an English to a non-English language version of Microsoft SQL Server, you need to uninstall the English version of MSDE before installing Microsoft SQL Server.



CHAPTER 8 Removing Reporting Components

If you want to uninstall some or all of the Websense Enterprise Reporting components, remove them from your machine as described in the steps below. 1. Locate the setup.exe file that was unzipped with the Websense

Enterprise Reporting package.Alternatively, you can download Websense Setup from the Websense web site or launch it from the Websense Installation CD.

2. Run the installer, and choose the Remove option.

Alternately, to remove all components, you can use the Windows Add/Remove option to remove some or all of the Websense reporting components.

1. Open the Windows Control panel.2. Double-click Add or Remove Programs.3. Locate Websense in the list, and then click Change/Remove.4. Follow instructions when the Websense uninstaller opens.


APPENDIX A Technical Support

Websense, Inc., is committed to providing excellent service worldwide. Our goal is to provide professional assistance in the use of our software wherever you are located.

Websense Technical Services Support Center

Technical information about Websense products is available 24 hours a day on the internet at:


You will find here the latest release information, Frequently Asked Questions (FAQs), a Knowledge Base, product documentation, and other information.

Premium Support

Websense offers two premium fee-based support options: Priority One 24x7 Support and Platinum Support.

Priority One 24x7 Support offers a toll-free number and extended 24x7 service to customers.

Platinum Support is our most comprehensive support and education offering. It includes the advantages of Priority One 24x7 Support as well as a dedicated support team, highest priority service, and educational opportunities.

For a complete list of Priority One 24x7 and Platinum Support services, please visit our website at:

http://www.websense.com/global/en/ProductsServices/Services/PriorityOne24x7Support.php

For additional information, please contact our Sales Department at 800.723.1166 or 858.320.8000, or send an email to [email protected].





mailto:[email protected]

:

Support Options

Websense Technical Support can be requested 24 hours a day, 7 days a week.

Web PortalYou can submit support tickets through the Web Portal 24 hours a day, 7 days a week. The response time during business hours is approximately 4 hours. Response to after-hours requests will occur the next business day. Support tickets can be submitted at:

http://www.websense.com/global/en/SupportAndKB/CreateRequest/

Email QuestionsYou may email your questions to us at the addresses listed below. Make sure you include your subscription key. This option is available 24 hours a day, 7 days a week. We will respond during business hours Monday through Friday.

[email protected]—San Diego, California, [email protected]—London, [email protected]—Japan (Asia)

Email support can take up to 24 hours or more for a response. If you need a quicker turnaround, submit your issues through the Web Portal.

Telephone AssistanceBefore you call a Websense Technical Support representative, please be ready with the following:

Websense subscription key. Access to the configuration interface for your Websense products.Access to the machine running the Filtering Service, the Websense Reporting components, and the database (MSDE or SQL Server).Permission to access the Websense Log Database.Familiarity with your network's architecture, or access to a person who has this familiarity.Specifications of the machines running the Filtering Service and the Websense configuration interface.A list of other applications running on the Filtering Service machine.


http://www.websense.com/global/en/SupportAndKB/CreateRequest/

mailto:[email protected]%E2%80%94San

mailto:[email protected]%E2%80%94London

mailto:[email protected]%E2%80%94Japan

:

For severe problems, additional information may be needed.

Telephone assistance is available during normal business hours Monday through Friday at the following numbers:

U.S. Technical Services in San Diego, California: 1-858.458.2940 U.K. Technical Services in London, England: +44 (0) 1932 796244

Customer Care

Not sure who to call? Contact Customer Care at 1-866-355-0690 for assistance with:

General concernsSubscription key questions or issuesFollow-up on telephone support issuesGeneral service requests

Improving Documentation

Websense, Inc., understands the value of high quality, accurate documentation. If you have any suggestions for improving the documentation, contact us at [email protected]. We appreciate your input.


mailto:[email protected]

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