What to collect when a MCU task is failing? What to collect when profile host fails ? (4285515)

It is sometimes necessary to collect the the /tmp/sugixxxx directory on the client and the debug logs from mcu server to troubleshoot the failure.  In order to do this a setting must be turned on to stop sugi from cleaning up the directory. This saves user's password in clear text so please remove the information before sending to support.  The /tmp/sugixxx directory will contain script and files that get ran by mcu.  It allows us to see the last command ran and also helps us reproduce issue in our labs.

To disable Sugi from cleaning up on the host and collect information required please do the following:

1 - Stop the MCU service

 On Windows:

a)  Start | run and services.msc
b) Look for the following service:  Quest One Management Console for Unix or Quest Identity Manager for Unix
c) Right click the service and select Stop

On Unix:

a) Log onto the machine as root user
b) Enter the following: /etc/init.d/mcu_service stop

On Mac:

a) Click on Application folder
b) Click on Utilities
c) Click on Terminal.app
d) Enter in the following: launchctl unload /Library/LaunchDaemons/com.quest.mcu_service.plist

2 -   Edit custom.cfg file found in: $MCU_DATA_DIR/resources/

Add or uncomment the following setting:

-Dsugi.sessionCleanupEnabled=false

                -Dlog4j.configuration=log4j-debug.xml

                -Djcsi.kerberos.debug=true

Please note the $MCU_DATA_DIR location will be dependant on which operating system you installed on and whether it is MCU or IMU installed.

On Windows XP/2003 Server:
%SystemDrive%\Documents and Settings\All Users\Application Data\Quest Software\Management Console for Unix

On Windows 2008 Server/Vista/7:
%SystemDrive%\ProgramData\Quest Software\Management Console for Unix

On Unix and Mac:  /var/opt/quest/mcu

3 - Start the MCU service

4 - Reproduce the error

5 - From the client tar and gunzip the /tmp/sugixxx directory and send to support

6 - From the MCU server,  zip up the Jetty logs and send to support.  Please note the log location differs by operating system and the jetty.logs environment Djetty.log variable:

The jetty logs directory can be found in: $MCU_PROGRAM_DIR/jvmargs.cfg from the jetty.logs environment variable. i.e. -Djetty.logs=/var/opt/quest/mcu/logs)

On Windows XP/Windows Server 2003:
%SystemDrive%:\Documents And Settings\All Users\Application Data\Quest Software\Management Console for Unix\logs

On Windows Windows 2008/Vista/Windows 7:
%SystemDrive%:\ProgramData\Quest Software\Management Console for Unix\logs

On Unix/Mac platforms:
/var/opt/quest/mcu

7. After the log collection is done, stop the service and uncomment out the setting the start the service again.