Download diagnostic logs manually from Edge SWG (ProxySG) for troubleshooting

Products

• ProxySG Software - SGOS
• ISG Proxy
• Advanced Secure Gateway Software - ASG

Issue/Introduction

Collect and download diagnostic logs to assist in troubleshooting the Edge SWG (ProxySG).

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

Resolution

Diagnostic logs can be downloaded in a web browser from the appliance's HTTP/S management console service hosted at https://<proxysg>:<port#>, where <proxysg> is the IP address or hostname of the ProxySG appliance and <port#> is the port assigned to the HTTP/S management console service (default 8082).

System Information (Sysinfo)

1. Go to https://<proxysg>:<port#>/sysinfo
2. Save the output as sysinfo.txt

Event Log

1. Go to https://<proxysg>:<port#>/Eventlog/download/events.log
2. Save the output as eventlog.txt

Snapshots

Snapshot Sysinfo

1. Go to https://<proxysg>:<port#>/Diagnostics/Snapshot/sysinfo/download/all
2. The sysinfo snapshot file downloads to your local computer.

Snapshot Sysinfo Stats

1. Go to https://<proxysg>:<port#>/Diagnostics/Snapshot/sysinfo_stats/download/all
2. The sysinfo stats snapshot file downloads to your local computer.

Policy Trace

1. Generate the policy trace. 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:

4. Go to https://<proxysg>:<port#>/Policy/Trace/policy_trace

5. 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 if requested by going to Administration > Service Information > Packet Capture in the SGAC (Maintenance > Service Information > Packet captures in the legacy Java UI) and enter the provided filter under the Filter field.
   
   • General recommendation for packet capture: Ensure capturing both directions and all interfaces.
   • When troubleshooting general connectivity issues, you should include the client IP, destination IP, destination hostname, and port 53.  ex. ip host x.x.x.x or ip host x.x.x.x or host mycompany.com or port 53
     For additional info see Using packet captures for ProxySG and Advanced Secure Gateway (ASG) troubleshooting (broadcom.com)
     
     
2. Click Start Capture to begin the capture.
   
   
3. Reproduce the issue
   
   
4. Stop the capture
   
   
5. Download the capture by clicking the Download capture button or going to the URL:
   • https//<proxysg>:<port#>/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, zip all these files together and upload them to the case using the MyBroadcom portal.

For information on uploading ProxySG troubleshooting logs directly to a support case, see Uploading files to your Technical Support case