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Troubleshooting
Use this section to assist you with problems that you might experience, including problems with installation.
Sending network management traps
You can configure the SafeLinx Server to send traps to a network management station.
Trap variables
The SafeLinx Server supports version 1 SNMP traps.

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.
- 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.
  - Trap variables
    The SafeLinx Server supports version 1 SNMP traps.
  - Trap severity
    A severity code is contained by each trap. The severity code is not included in the trap; it is added when the network management program trap daemon is configured.
  - Trap descriptions
    Review the formats and descriptions of SafeLinx Server traps.

Trap variables

The SafeLinx Server supports version 1 SNMP traps.

The SafeLinx Server object identifier (OID) is 1.3.6.1.4.1.2.6.102.*, where * is the Code documented in Formats and descriptions of SafeLinx Server traps. The SafeLinx Server does not support a management information base (MIB) query.

All of the traps generated by the SafeLinx Server consist of five parameters or variables of type string.

Variable 1: Describes the event that is causing the trap.
Variable 2: A specific address of the referenced device. This address can be an IP address, a combination of several addressing parameters, or can be blank if addressing does not apply.
When this variable is an IP address, it relates directly to the ActvKey field in the ActiveSessionAttribute table. The IP address (ActvKey) is the private (SafeLinx Server-assigned) IP address.
Variables 3 and 4: Trap-dependent additional information or blank.
When variable 3 is a device name, it relates directly to the DevKey field in the ActiveSessionAttribute table. The device name (DevKey) is the public (carrier's) IP address. When variable 4 is a network interface, it relates directly to the MNC field in the ActiveSessionAttribute table.
Variable 5: Timestamp in plain ASCII, because the standard timestamp of the SNMP packet is coded.
When this variable is a timestamp, it relates directly to the LoginTimeStamp field in the ActiveSessionAttribute table.

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