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Troubleshooting
Use this section to assist you with problems that you might experience, including problems with installation.
Using SafeLinx Server logs
The SafeLinx Server stores troubleshooting information in message, account, and trace logs.
Trace log
You can log individual users' IP/PPP level of trace information.

Troubleshooting
Use this section to assist you with problems that you might experience, including problems with installation.
- Before you open a ServiceNow ticket with HCL® Support
  To decrease the time to problem resolution, whenever you submit a ServiceNow ticket, it is important to provide HCL Support with the information needed to diagnose the cause of a problem. HCL SafeLinx provides a support utility, SafeLinx Support, that you can run to automatically collect and send relevant system information. In addition, before contacting Support, you should prepare by completing a support checklist in which you collect and record other information about your environment.
- Collecting troubleshooting information to provide 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 in a file, which you then upload to the HCL Support site.
- Determining the version of code installed
  HCL SafeLinx has several components that might have separate and distinct software versions and build levels, which are important to provide to the support center.
- Troubleshooting checklists
  Use the following checklists to help you eliminate possible problem areas and find solutions.
- Determining the status of resources
  To check the actual status of the network interface, use the IP netstat and ifconfig commands.
- Verifying SafeLinx Server processes
  Learn the names of the processes that SafeLinx Server starts and how to list them for your operating system.
- Port number information
  Review the port numbers required for use by the SafeLinx Server and the instructions about changing them.
- Supported locales
  This topic describes which national language locales are supported and which locales are used by default.
- Using access manager logs
  The access manager and secure access manager have files that log messages about the communication between the SafeLinx Server and the access manager. They also log messages between the SafeLinx Administrator and access manager. The access manager passwords are in-the-clear in the message log file when the operation run involves a password change.
- Using SafeLinx Server logs
  The SafeLinx Server stores troubleshooting information in message, account, and trace logs.
  - Message log
    When problems occur, check the message log file for error messages first.
  - Account log
    Check the account log file for records that concern individual accounts.
  - Trace log
    You can log individual users' IP/PPP level of trace information.
- Troubleshooting tips
  The following are common hints that can help you troubleshoot problems with the SafeLinx Server.
- Finding broadcast errors when using mobile access services
  Broadcast errors are typically missed message transmissions or extra message transmissions.
- Sending network management traps
  You can configure the SafeLinx Server to send traps to a network management station.

Trace log

You can log individual users' IP/PPP level of trace information.

You can log individual SafeLinx Client users or devices VPN network traffic using the trace log. To start tracing, use the SafeLinx Administrator to display the properties of the user you want to trace, then click Start trace on the Account tab. To stop tracing, clear the Start trace check box.

To view trace logs, you must be logged in as root on UNIX SafeLinx Servers.

Note: It is important to disable tracing during normal operation, because tracing records traffic without encryption, if you turn tracing on, always inform the person whose user ID is being traced.

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