Send server diagnostics, for clustered environments please send master and minions. Run this command via terminal/ssh. (Support will collect this for Cloud Customers)
Upload the Wireshark trace and Sensor diagnostics to CBVault
Provide the following information to the case and let the support engineer know the logs have been uploaded:
1) Is this a newly installed sensor?
2) Is the endpoint up to date on the latest Windows Updates?
3) Is the connection going through a proxy? What is the proxy address for troubleshooting?
4) What is the IP address of the Sensor and Server?