How troubleshoot Director by reading the log files, journals and messages collected from a Director configuration archive.

Solution

Overview

How do I collect an archive of all the journals, messaging, and diagnostic logs to send to support.

How to use the configuration archive to troubleshoot issues on your Director server.

Troubleshooting Director using the journals, logs, and messages files.

Cause
Resolution

1: Collecting the information:

To collect the configuration archive, follow these steps.

NOTE: You will need a FTP server to send the archive too, once created.

  1. Open a SSH session to the Director box, and log in.
  2. Enter enable mode, by following these commands.
    1. director > enable
    2. Password:
    3. director #
  3. Navigate into the configuration mode.
    1. director # config t
    2. director ( config) #
  4.   Sending your archive up to a FTP server.
    1. director ( config) #  archive all upload current  FTP://<ipaddress of FTP server>/<folder name> username anonymous password pass key default.

NOTE1: From here, you'll need to download the archive to your workstation, and then upload it to the support site for analysis.  You'll need your SR number to do so.  Here's the support site, URL:   https://upload.bluecoat.com/support/form   The file will have a name similiar to this one - sgmeinfo-director-2010.10.25-145028.tgz 

NOTE2: For more detailed information on how to procure an archive, and/or a memory dump,  see 000008073

2: Analyzing the information:

To extract the zip file, follow these steps.

  1. Right click on the archive file, and choose 'extract here'. 
  2. A folder structure, like the one below, will be created.

From here you can navigate down, and read various logs: 

1: To read the messages log, follow these steps:

  1. Navigate into the var/log folder.
  2. Open the messages file.          
  3. Here are some search terms you can use, and a short description of what they mean.
klogDirector ( the linux host) was restarted
tomcatstart and stop messages on tomcat, plus session related messages. Tomcat is essentialy for downloading jar file to your client.
httpdstart and stop messages on apache.  Apache is a webserver that is used to allow oyu access to the console.
postgresql Indicating that the postgres database is starting.  Director stores it's user information here.
 eth0 messages relating to the ethernet LAN card. Can also use e1000.
 Health state for group indicting wether or not a connection has been made to a configured SG.
 CLI launched showing the command line interface has been launched.
 upgrade-package indicating a upgrade process has begun.  We first 'fetch' the package then we 'verify' it , 'install' it and then 'write' it out.
config tBox is being configured.
 login messages for the User interface login.
Linux versionStartup information about the version of linux being run.
xinetdmessaged abot the Xinetd daemon.  This daemon runs all the communications for LINUX.
ip addressIp address is either being declared, or configured.
heartbeat.noticeHeart beat information being sent to Bluecoat. Includes version of Director.
Director version:Shows Director version being sent up as a heartbeat.
catalinaStartup information, and configuration of Director services.
bailing If you see any message with the word "bailing' in it, this is a bug, and needs to be reported to Bluecoat.

 

2:  To see daemons, and current information at the time the archive was taken, follow these steps:

  1. Navigate to the root folder of the archive.
  2. Open the text file called "running".

        Here are some search terms you can use to find out information in this file.

netstat to see information on the stat of the LAN and what active connections Director has to each SG.
postgresTo see if this database is running
uname -aTo find out the current version of Director
df -kiTo find information about the file system
ps auxwthe find out the running daemons
tomcatTo see if tomcat is running
ifconfig -ainformation about the
vmstat -aTo see the current state of the CPUS.
ls -lR /varA director listing of this folder.
sysctl -aSystem hardware  information.

 

3: To see an output of the sh run command, follow these steps.

  1. Navigate to the root folder of the archive.
  2. Open the text file called "clioutDXxRGq".
System version The Director Version
Kernel IP routing cacheIp rounting table
InterfaceInformation about each LAN interface
ip addressIp address
ip default-gatewayIp addres of the default gateway
usernameUsername information.
Time zone:Time Zone information.

 4: To see information about Tomcat, follow these steps:

  1. Navigate to the root folder of the archive.
  2. Navigate down the structure to usrsharetomcatlogs

 

show versionVersion information
show clockShows the current time.
Welcome to SG-MECurrent Director version
Catalina.startStarting tomcat.

 

  4: To see information about the postress database,  follow these steps:

  1. Navigate to the root folder of the archive.
  2. Navigate down the structure to varlibpgsql
  3. Here you'll find a short log file pgstartup.log
  4. Navigating further down to varlibpgsqldata
  5. Here you'll find a log file called postgresql-Mon.log      

 5: To see information about  your linux host operating system, along with how much memorys is available, folow these steps:

  • Navigate down to the /var/log folder, and open the dmesg file.
  • Here you'll see the version of linux running, memory available and used.

NOTE1:  For information on  what ports Director needs see 000015461

NOTE2:  For information on how to upgrade Director, or how to Rollback, see 000011471

NOTE3: For troubleshooting informatoin on what services need to be started  in order to be able to login through the UI,  see 000014650

NOTE4: For more detail on some messages, found in the messages file, see 000014679

Workaround
Additional Information
Bug Number
InQuira Doc IdKB4143
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