How to troubleshoot connection issues in Safeguard (4317064)

Click here for video that demonstrates how to troubleshoot common issues.


TROUBLESHOOTING STEPS

Login to the Safeguard Desktop Client with your administrative credentials.

Select the "Administrative Tools" icon in the left hand menu.

Now, Select "Assets" from the left hand menu.

Search for the Asset you want to troubleshoot in list 

Right click on the Asset and select "Check Connection"

The Tasks window will popup and will indicate whether the connection succeeded or failed.

If the connection failed, you will see a the word Failure with a red X icon. Below the red X icon, you will see a icon that looks like an eye.

Click on the eye icon to display the error message that will explain why the connection failed.

In the bottom left corner of the error message, click the "Show More" link.

On the "Task Ouput" tab, you will see a summary of the steps that were taken to connect to the target Asset.

On the "Operation" tab, you will see verbose trace output of the communication between the Safeguard appliance and the target Asset.

There is a Copy and a Save button so you can save the output to a file.

If you need to contact One Identity Support for troubleshooting assistance, please save the connection output to a file and attach it to your Service Request for analysis.