This article is about what to collect and include when opening up a support case or Service Request (SR) for Authentication Services.
What data is needed to troubleshoot?
Please be sure to include a detailed description of the issue and include command output whenever possible and screenshots showing the issue and also include the below. This will accelerate resolution time.
FOR MOST CLIENT ISSUES:
When opening a new service request support you should include the snapshot data from the system experiencing the issue. This will allow us to have a better understanding of your environment so that we can try to identify the issue. Run the script as root on the client machine by going to /opt/quest/libexec/vas/scripts directory and then run the vas_snapshot.sh script.
FOR JOIN ISSUES:
For other issues like joining or /opt/quest/bin/vastool commands, capturing the command with debug is often helpful. For example if a join is failing then capturing the join process with debug in a file can help determine where the issues lies. The output could be captured with this command.
/opt/quest/bin/vastool -d5 -u <USERNAME>
By adding -d5 to any /opt/quest/bin/vastool command we can capture a lot more information and often determine what the cause is. Another example might be a user lookup.
/opt/quest/bin/vastool -d5 -u host/ attrs <USERNAME> 2>
FOR SEGFAULT OR CRASH ISSUES:
When a system is experience segfaults or crashes and you suspect Authentication Services may be involved then a snapshot as mentioned above and a backtrace of the core file are the first requests that would be made to help determine the cause of the issue.
For information about collecting a backtrace please see this article.
FOR LOGIN ISSUES
Along with the output of the snapshot script, include the command output showing the failure. Include a description of the scope of the issue. Test multiple logins. Can any users login? Test multiple methods of authentication, ssh, su, auth command, console, ftp, telnet. Is more than one method of authentication failing? Include some vastool command output with the failing account. You may also need to collect vasd debug to capture more information about what is happening.
Please seen the following KB articles for commands: