Collecting troubleshooting information to send to HCL Support

The SafeLinx Support Utility command collects information to assist HCL Support in resolving existing HCL SafeLinx ServiceNow tickets. The command collects information about the current SafeLinx Server configuration, along with diagnostic data, such as traces and system dumps, and can transmit that archive to HCL Support automatically.

SafeLinx Support files

The SafeLinx Support command collects support information from several file types. Most of these files are created in the /logs directory in the SafeLinx installation folder (for example, SafeLinx_install_directory/logs/). The following types of support files are available:

wg.log: SafeLinx Server log
wg.trace: SafeLinx Server trace
wgmgrd.log: Access Manager log
wgmgrsd.log: Secure Access Manager log
*.backtrace: Process troubleshooting information
*.dmp: Windows process image. You can find more information about Windows process images later in this topic.
*.core: Linux process image. When necessary, HCL Support provides instructions on how to generate a process image for Linux after you report an incident.

Running the SafeLinx Support utility to collect and send support files

The SafeLinx Support command is installed in the SafeLinx/bin directory on the SafeLinx Server node. You start the SafeLinx Support command by entering the safelinxsupport command in a console or command window from any SafeLinx Server directory. The command supports a single option, case, which has a value of case_number, which is the number of an existing ServiceNow tickets that you previously obtained from HCL Support.

If you specify a case number, the utility assembles a support archive in the SafeLinx /logs directory with the name case_number_safelinxsupport_yyyymmdd_hhmm.zip and automatically sends the archive file to the following HCL Support site through an FTP connection: ftp.ecurep.ibm.com For example, from a Windows command prompt, you would type the command in the following format:

safelinxsupport case 12345,666,000

From a Linux command window or console, you would type the same command in the following format:

safelinxsupport.sh case 12345,666,000

If you use the SafeLinx Support utility to transfer the file, examine its status messages to verify that the file creation and FTP upload are successful.

If you run the command without specifying a case number, the utility assembles a support archive in the SafeLinx /logs directory with the name safelinxsupport_yyyymmdd_hhmm.zip, but does not send the file. You can then send the archive directly to HCL Support from a web browser or by using anonymous FTP.

From a web browser you can send a support archive from the following web page:

https://www.ecurep.ibm.com/app/upload

To use FTP to send a support archive, you would first rename the support archive in the following format:

case_number_safelinxsupport_yyyymmdd_hhmm.zip

The value that you specify for case_number is the case number that you obtained from HCL Support, but with period characters in place of the comma characters in the original number. For example, if you are sending an archive for a case with the number 12345,666,000, you would rename the file as follows:

12345.666.000_safelinxsupport_20130214_1500.zip.

After you rename the file, connect as an anonymous user to the following HCL Support FTP server:

ftp.ecurep.ibm.com

Next, place the file in the following directory: /tohcl/windows

Upload files to this directory regardless of the operating system from which the files originate.

If you require more help that is related to HCL Support Service requests, refer to the HCL Service requests and Support page at https://hclpnpsupport.hcltech.com/csm

Troubleshooting

If the HCL SafeLinx gateway on a Windows server becomes unresponsive, you can generate a Windows process image file to report the problem to HCL Support. To create the process image file, first create the file wg.dodmp in the SafeLinx \logs directory. For example, you can create the file by entering the following command at a command prompt:

echo 1 >C:\Program Files\HCL\SafeLinx Server\logs\wg.dodmp

Approximately 1 minute after you create the file, an image file is generated in the \logs directory with the name wgated-yyyymmdd-hhmmss-pid-tid.dmp. After the process image is created, use the methods that are mentioned earlier to report the incident to HCL Support