To create a Support Bundle with reproduction, follow the steps below.
- Increase the log level of the desired protocol (RDP/SSH/ICA/Telnet/VNC) to 8 at the Global options on the Web UI
Hint: Starting from version 6.0 you can elevate log level on a per connection policy basis. At the end of every connection policy, you might find an "Override global verbosity level" checkbox. If you enable that, you will be able to apply a different log level for that particular connection policy without raising the log level of the protocol globally.
In most of the cases, this will be enough. In those rare situation where it's not enough, support may ask you to repeat this procedure but with elevating the log level on the given protocol's global settings.
- Reproduce the issue.
- Restore the log level to its default value (4) at the previously mentioned Global Options
- Create a Support Bundle at Basic Settings -> Troubleshooting -> Create Support Bundle
Also, we will need the following information to troubleshoot the issue effectively.
- The name of the Connection Policy
- The username which was used during the reproduction
- The IP address of the client machine from which the reproduction was done
- The IP address of the server to which the reproduction was done
- The time of the reproduction in ISO 8601 format
Alternatively, If you are familiar with our appliance's logs, you might be able to find the reproduction session's id on your own. The session id is as good as the details required in the previous paragraph.
Note regarding using higher verbosity levels from the Administration Guide:
High verbosity levels generate very large amount of log messages and might result in a very high load on the machine.
For log levels 8-10, the logs contain highly sensitive data for all connections, as well as passwords and private keys in plain text format.