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Troubleshooting
Use this section to assist you with problems that you might experience, including problems with installation.
Finding broadcast errors when using mobile access services
Broadcast errors are typically missed message transmissions or extra message transmissions.

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.

Finding broadcast errors when using mobile access services

Broadcast errors are typically missed message transmissions or extra message transmissions.

Causes for apparently missed messages can include:

SafeLinx Client is out-of-range, or the modem or mobile device is turned off. Broadcast data is sent only one time and not automatically sent again after a failure to acknowledge
The mobile device is assigned to the address for another radio network
The manually created all users group is not up-to-date (Dataradio only)
Loss or corruption of configurable address on mobile device
Message originator specified incorrect value for Category of Message. The Category of Message determines whether the message is written to the user's screen or to one of the ports that a user application is monitoring.
The message originator was not authorized
Mismatch between the group addresses in the mobile access services and the addresses in the network provider's list

Causes for extra messages are:

Message originator specified multiple groups, and the network had a mobile user who was a member of each group
Message originator who specified both group AllRnc300 (which has Dataradio additions) and a Dataradio group name
A radio data network (RDN) had multiple connections to the same mobile access services

Check the error log to see whether a message can be sent to anyone. Broadcasts that can transmit to at least one group are considered successful. Only failed attempts at sending a message to any group are logged as errors. For example, incorrect group name, nonexistent RDN®, nonexistent Category of Message, unauthorized message originator).