What do I need to collect for a system hang (hung) or crash issue with seosd process directly involved?

Products

• CA Virtual Privilege Manager
• CA Privileged Identity Management Endpoint (PIM)

Issue/Introduction

Kernel hang issues are often harder to debug than even a system panic. what details are required to collect to troubleshoot?

Environment

Release : Any version PIM/PAMSC endpoint

 

Resolution

For all system kernel hang issues the following details are required.

 

1. A full description of everything that lead to the hang an processes suspected or impacted
2. A full description of how the hang was ultimately resolved or worked around
3. A support.tar generated by support.sh
4. Any additional log files associated to the hang. This should include older /var/log/messages
5. A core file created by a forced system crash (or the related vmss/vmem files)
6. A report from OS vender identifying SEOS as having a direct role in the hang related to the exact same core files posted above

 

Please note that no core files can be reviewed by a developer until all details are explicitly answered and all required logs are uploaded and successfully downloaded by a Broadcom Support Engineer.  For large data files possible delays in the download should be expected.

 

Additionally, if multiple servers are affected, additional core files can be uploaded to the same ticket only if the OS report includes the additional server names. If you have separate OS reports from core reviews there should be a separate support ticket opened and documented to track any individual responses for RCA.