How to collect troubleshooting data for a performance or slowness issue

Products

• ProxySG Software - SGOS

Issue/Introduction

If you are reporting a performance or connectivity issue — for example, a system hang, or you find that all traffic through the ProxySG is slow — the following information is needed to begin troubleshooting this issue. 

 

Resolution

1. Is the device accessible via the following methods?  
   Ping
   Telnet
   Serial Cable
   HTTP
   HTTPS GUI
    
2. Sysinfo from the Proxy 
   https://192.0.2.50:8082/sysinfo 
    
3. If reporting a performance issue, a packet capture of a sample request, demonstrating the issue. 
   Packet captures can be run via the Blue Coat SG Management GUI by selecting the following menu options: Statistics > Advanced > Packet Capture > Start/Stop/Download Packet Capture
    
4. Event log from the time of the issue 
   https://192.0.2.50:8082/Eventlog/statistics 
    
5. Context Core Files 
   If you must power cycle the proxy to restore connectivity, please use the CLI command "restart  abrupt".  If you are unable to Telnet or SSH to the unit, issue this command via the serial console.  If the serial console appears unresponsive, the key sequence CTRL-X, CTRL-H (hold the CTRL key, press and release X, then while still holding CTRL press and release H) will accomplish the same thing.  The result of doing a restart abrupt is that it will power cycle the system but will also write a context core, which can be useful in identifying the cause of the unresponsiveness.  A power cycle alone does not obtain this useful information.
   
   NOTE: The ProxySG will appear to be unresponsive during this time.  Only press the CTRL-X, H sequence one time.  If a full memory core is configured, it can take over ten minutes to write the core depending on the amount of memory on the Proxy and the amount of traffic running on it at the time of the forced core.
    

Once the unit has come back up, you can access the content core image via the following URL:  

http://192.0.2.50:8082/CM/Core_Image/Context.cgz 

 

Use the management console and Maintenance -> Service Information -> Send information -> Send Service Information tab to download the data into the SR.

Why this data is needed
The basic connectivity tests will reveal the extent of the problem.  If only traffic is slow but management console access is working, the troubleshooting process is different than if the unit is completely unresponsive.
The sysinfo contains detailed statistics as well as policy and configuration which can help find problems with those items.
A packet capture can reveal where the slowness in a a connection lies.  Sometimes it is server-side, others it is client-side, and still other slowness issues can be proxy-based.
Event logs contain full system events, and can help pinpoint problems by analyzing the messages present in that log.
In the event of a completely unresponsive proxy, forcing a core image can provide technical support a great deal of information regarding which process(es) may be the source of the issue.