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.

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, /var/adm/logs/). The following types of support files are available:
SafeLinx Server log
SafeLinx Server trace
Access Manager log
Secure Access Manager log
Process troubleshooting information
Windows process image. You can find more information about Windows process images later in this topic.
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 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 ticket that you previously obtained from HCL Support.

The utility assembles a support archive in the SafeLinx /logs directory with the name For example, from a Windows command prompt, you would type the command in the following format:

safelinxsupport case CS12345678

From a Linux command window or console, you would type the same command in the following format: case CS12345678

Uploading the file to the HCL Support site

For information on how to load the support file to the HCL Support site, see this article: HTTPS and SFTP upload and download instructions.

If you require more help that is related to HCL Support Service requests, refer to the HCL Service requests and Support page at


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