Collecting troubleshooting data for unexpected restarts of Edge SWG (ProxySG)

Products

• ProxySG Software - SGOS

Issue/Introduction

The Edge SWG (ProxySG) is experiencing unexpected restarts, reboots, or crashes, and the device is down after an unexpected restart.

Resolution

To resolve issues on your Edge SWG appliance and effectively collect the necessary data for troubleshooting, you can use the automated features of the Management Console or perform a manual data collection.

Below are detailed instructions for both methods:

Automated Data Collection using Management Console

1. Access the Edge SWG Management GUI.
2. Navigate to Maintenance > Core Images. This may be set to the default setting, "Software only, context" core, which automatically generates a context core upon restart. This can be which can be used to identify the cause of the restart
   
   Note: In many cases, you may need to enable a full core dump before a restart.
   
   
3. After your Proxy has experienced a restart, follow these steps within the Management Console:
   1. Click Maintenance > Service Information > Send information > Send Service Information tab.
   2. Enter the service request number (case number) associated with your support inquiry.
   3. Select the following items to include in your data collection:
      • Sysinfo: Contains critical system information.
      • Event Log: Includes logs that can provide insights into the issue.
      • Core Image (if available): Include this if a full core dump is available.
      • Snapshots > Select snapshots to send. On the snapshot selection screen, move each snapshot from the lower portion to the upper portion and click "OK."
      • Context -> Select contexts to send: Select the specific context that corresponds to the restart in question and click "OK."
   4. Finally, click the "Send" button to initiate the data collection process.

Manual Data Collection

If you prefer to collect the data manually, follow these steps:

1. Access the following URLs directly from the Proxy:
   • Sysinfo from the Proxy: https://192.0.2.50:8082/sysinfo
   • Context and full Core File from the Proxy: https://192.0.2.50:8082/CM/Core_Image
   • Snapshots from the Proxy: https://192.0.2.50:8082/Diagnostics/Snapshot
2. Save each snapshot using the "Download All" link for each section. Typically, there are at least two snapshots, but there may be more, so make sure to gather all listed.
3. Download the context and full core file (if available) that corresponds to the restart in question.
4. Save these files on your local machine.
5. Upload these files to your support case.

Why This Data Needs to Be Collected

• The core image contains crucial data related to the restart, such as memory status, pointer information, stack traces, and running processes at the time of the restart. It is a valuable piece of data for troubleshooting.
• Sysinfo contains system configuration, policy information, and system statistics.
• The event log can reveal system-level errors or problems.
• Snapshots are sysinfo files taken at regular intervals, providing a granular view of system information over time, helping identify trends that may be related to the issue.
• Collecting this data is essential for pinpointing the cause of unexpected system restarts on your Edge SWG appliance.