Collect and download diagnostic files from ProxySG or ASG for troubleshooting

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Article ID: 166686

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Updated On:

Products

ProxySG Software - SGOS

Issue/Introduction

Collect and download log and diagnostic files to assist in troubleshooting the ProxySG or ASG.

Note: In some companies the Send Service Information is not available due to firewall restrictions, but the diagnostic files are required by Broadcom or a Partner.

Resolution

System Information (Sysinfo)

  1. Go to https://xx.xx.xx.xx:8082/sysinfo
  2. Save the output as sysinfo.txt

Event Log

  1. Go to https://xx.xx.xx.xx:8082/Eventlog/download/events.log 
  2. Save the output as eventlog.txt

Snapshots

Snapshot Sysinfo

  1. Go to https://xx.xx.xx.xx:8082/Diagnostics/Snapshot/sysinfo/download/all
  2. The sysinfo file downloads to your local computer.

Snapshot Sysinfo Stats

  1. Go to https://xx.xx.xx.xx:8082/Diagnostics/Snapshot/sysinfo_stats/download/all
  2. The sysinfo file downloads to your local computer.

Policy Trace

  1. First we will generate the policy trace. For this, copy the following CPL code:
    • (Replace x.x.x.x with your client IP you are using to reproduce the issue)

      <proxy>
      client.address=x.x.x.x trace.request(yes) trace.destination("policy_trace")

      <ssl-intercept>
      client.address=x.x.x.x trace.request(yes) trace.destination("policy_trace")
  2. Add CPL to a local policy file on the ProxySG

  3. Reproduce the issue, then go to the following URL:

    1. Go to https://[Proxy IP or name]:8082/Policy/Trace/policy_trace
    2. Save the output as "policy_trace.txt"

Important: If the URL doesn't work, it means no traffic was received from that client IP.

Packet Capture (PCAP)

  1. Configure the packet capture filter or remove the filter if requested, by going to Maintenance > Service Information > Packet captures > Enter the provided filter under "Capture filter" field > Apply > Start
  2. Reproduce the issue
  3. Stop the capture
  4. Download the capture by clicking the Download capture button or going to the URL:
    • https//xx.xx.xx.xx:8082/PCAP/bluecoat.cap

Important: If the Download capture button stays greyed out even after reproducing the issue, it means no traffic was received or sent for the applied filter.

Prepare and upload collected files

Once all files are downloaded to your PC, zip all these files together and upload them to the case using the MyBroadcom portal. If you don't have access to this portal or cannot upload files through this method, please raise a new case with our Global Customer Assistance team and they will help you with this process.

For more information on ProxySG troubleshooting logs, see Uploading files to your Technical Support case