What troubleshooting information will Symantec support require in order to troubleshoot a specific issue with a ProxySG appliance

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Article ID: 167390

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Updated On:

Products

ProxySG Software - SGOS

Issue/Introduction

Blue Coat support will require information in order to troubleshoot issues that can occur with a ProxySG proxy. The necessary information will differ depending on the nature of the issue. Having this information in hand at the time the service request is opened can greatly reduce the time required to resolve the issue. A complete chart of the required information for the different types of issues can be found attached to this knowledge article.

Here is the list of problem types and the required information associated with them

Notes

  • A policy trace may be service impacting if not done properly, please read the notes in 000011446 carefully before enabling policy trace
  • Generating a core manually (restart abrupt) requires the ProxySG to write the content of the memory to disk, and follow that with a reboot. During that time, the proxy will not forward traffic which will be service impacting.

 

Policy Issues - When a proxy isn't allowing or blocking websites properly

  • Sysinfo
  • Event Log
  • Snapshots
  • Policy Trace (Please refer to 000011446 for more information on gathering a policy trace)

Streaming, Instant messaging, Authentication and SSL issues

  • Sysinfo
  • Event Log
  • Snapshots
  • Packet Capture taken from the proxy (taken at the time the issue was happening or was reproduced)

WCCP, Mach5 (ADN Acceleration), or URL issues (Website is allowed but not loading completely or properly)

  • Sysinfo
  • Event Log
  • Snapshots
  • Policy Trace (Please refer to 000011446 for more information on gathering a policy trace)
  • Packet Capture taken from the ProxySG
  • Packet Capture taken from the workstation used to reproduce the issue (WireShark is the recommended software to gather a client side packet capture)

 Performance Issues (ProxySG running at High CPU for prolonged periods of time, or Memory Pressure constantly high)

  • Sysinfo
  • Event Log
  • Snapshots
  • Context
  • Full Core (if available)
  • Packet Capture taken from the ProxySG

Crashes and Restarts

  • Sysinfo
  • Event Log
  • Snapshots
  • Context
  • Full Core (if available) 

 

 

Resolution

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Attachments

Required troubleshooting information.pdf get_app