Create a Unified Agent trace log

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Article ID: 168727

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Updated On:

Products

Web Security Service - WSS Symantec WebFilter (formerly Blue Coat WebFilter - BCWF) Intelligence Services Secure Web Gateway Virtual Appliance ProxySG Software - SGOS Unified Agent Local Enforcement

Issue/Introduction

Unified Agent trace logs are helpful when it comes to troubleshooting specific situations. For example:

  • Unexpected behaviors of the agent
  • Connectivity failures
  • Content filtering issues with the ProxySG Unified Agent (UA)

These logs are usually gathered and sent to the advancement team for its proper inspection.

Resolution

Windows

To start a trace on Windows:

  1. Start the Unified Agent status window.
  2. Click the Advanced tab.
  3. On the Advanced tab, click the Start Tracing button.
  4. Reproduce the issue by attempting to access the URL.
  5. After reproducing the issue, go back to the Unified Agent console and click the Stop Tracing button.


     
  6. Click Open Trace Folder.
  7. Send the appropriate .etl file (ua-trace-xx.etl) to Symantec Support.

OS X

On OS X, starting with Unified Agent 4.6, the messages go to a Unified Agent-specific file that is located at /var/log/asl/blue-coat-unified-agent.log. Access the log using the console application, /Applications/Utilities/Console.app.

Send the blue-coat-unified-agent.log file to Symantec Support.

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