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
- Access the Edge SWG Management GUI.
- 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.
- After your Proxy has experienced a restart, follow these steps within the Management Console:
- Click Maintenance > Service Information > Send information > Send Service Information tab.
- Enter the service request number (case number) associated with your support inquiry.
- 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."
- 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:
- 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
- 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.
- Download the context and full core file (if available) that corresponds to the restart in question.
- Save these files on your local machine.
- 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.