To track down support requests, the One Identity Support Team might request you to collect system-state and debugging information. This information is collected automatically, and contains log files, the anonymized excerpt of the configuration export file of SPS, and various system-statistics. To generate a support bundle, navigate to Basic Settings > Troubleshooting > Create support bundle.
The exported file is a zip-compressed archive.
The name of the exported file is debug_info-<hostname>YYYYMMDDHHMM. Sensitive data like key files and passwords are automatically removed from the configuration files.
For details on how to create a support bundle, see: Collecting logs and system information for error reporting.
Collecting a snapshot of the past week's system-state information for the One Identity Support Team for troubleshooting and debugging purposes.
Collecting information about a specific error by generating data for a defined time interval where the event that causes the error is reproduced. This is also used by the One Identity Support Team for troubleshooting and debugging purposes.
Debug logs, Connection logs and OS logs of the past week, one file per day. If there are too many events in a day, the log file in the support bundle only contains a truncated version of the connection logs. In this case, the complete log file is only accessible at /var/log/messages-<day>.
An excerpt of the configuration export file:
The anonymized version of the configuration XML file
System-state information (for example, version details, statistics, memory usage, system warnings, and so on).
List of core files. This list might indicate previous system crashes.
RAID controller information.
To increase the log level of the non-connection-related events, for example, to add the commands executed by the SPS web interface to the logs, enable debug level logging at Basic Settings > Management > Verbose system logs > Enable.
These logs are accessible at /var/log/scb-<day>.
Our Support Team uses this to investigate the reasons behind a web user interface-related issue.
Logs generated by the SPS web interface.
System daemon logs.
Logs of periodic cron jobs.
The connection logs contain all connection-related information of the past week, one file per day. A file contains all logs for all connections for a single day.
The logging level of SPS can be set separately for every protocol. To change the verbosity level of SPS, navigate to <Protocol name> Control > Global Options.
These logs are accessible at /var/log/zorp-<protocol-name>-<day>.
The verbosity level ranges from 1 (no logging) to 10 (extremely detailed), with level 4 being the default normal level. To debug complex problems, you might have to increase the verbosity level to 6. Higher level is needed only in extreme cases.
High verbosity levels generate very large amount of log messages and might result in a very high load on the machine.
Around log levels 9-10, the logs can contain highly sensitive data, for example, passwords in plain text format.
Our Support Team uses this to investigate the reasons behind a failed connection.
Connection success/failure events
Other connection-related events
SPS automatically generates core dump files if an important software component (for example, Zorp) of the system crashes for some reason. These core dump files can be of great help to the One Identity Support Team to identify problems. When a core dump file is generated, the SPS administrator receives an alerting e-mail, and an SNMP trap is generated if alerting is properly configured (for details, see Configuring system monitoring on SPS and System logging, SNMP and e-mail alerts).
To list and download the generated core dump files, navigate to Basic Settings > Troubleshooting > Core files.
For details on core dump files, see: Gathering data about system problems.
The One Identity Support Team uses this to investigate the reasons behind a system crash.
The recorded state of the working memory of a computer program at a specific time, generally when the program has crashed or otherwise terminated abnormally.