Enable debugging trace in Unified Agent for troubleshooting

Products

• Web Security Service - WSS
• Advanced Secure Gateway Software - ASG
• ProxySG Software - SGOS
• Unified Agent Local Enforcement

Issue/Introduction

When facing an issue with Unified Agent, a debug trace taken from one of the affected client machines can be used for troubleshooting different kinds of problems with this software.

This article applies to Unified Agent version 4.7.1 and higher.

Resolution

There are currently two ways to enable debug tracing in Unified Agent: Via the Registry Editor or the Command Line.

Registry Editor:

1. Go to Start > Run > regedit and then go to the following path:

HKEY_LOCAL_MACHINE\SOFTWARE\Blue Coat Systems\Unified Agent 

2. Create two new strings (REG_SZ) with the following data:

• Key: TraceFlags, Value: 255
• Key: EnableTrace, Value: yes

Command Line:

1. Open a command prompt as Administrator
2. Enter the following commands:

"c:\Program Files\Blue Coat Systems\Unified Agent\bcua-service.exe" -p EnableTrace=yes
"c:\Program Files\Blue Coat Systems\Unified Agent\bcua-service.exe" -p TraceLevel=255

After enabling the trace:

1. Make sure that the checkbox Enable tracing on startup is enabled under the Unified Agent Advanced tab.
2. Restart the system just to make sure Unified Agent reads the new setting.
3. Optional—Start capturing with Wireshark to obtain a packet capture along with trace.
4. Stop bcua-service.exe from the task manager. The service should restart on its own (if not, start it).
5. Browse some websites to replicate the issue.
6. Stop tracing from the Unified Agent window (and Wireshark capture if it's also running).
7. Click Open Trace Folder and look for the latest UA-trace .etl file.
8. Send the .etl file (and packet capture if required) to Blue Coat Support for further diagnosis.