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Collecting System Information for Troubleshooting

Tectia Client includes a troubleshooting tool that automatically collects necessary data about the operating system and hardware, and about the installed Tectia product versions and their configurations into a file. The troubleshooting tool gathers the following information about the system configuration:

  • The operating system (OS) version and patches installed

  • OS configuration files and other OS information, for example, about PAM, syslog, resolver, and ifconfig

  • Hardware information, for example, the machine model, security class, and CPU version

  • OS status, for example, the reserved ports and connections per socket

  • Tectia binaries, the tool checks the actual installation package versions and detects also debug packages

  • Tectia global configuration from the /etc/ and /opt/ directories on Unix, and from the default installation directory on Windows:

    • "C:\Program Files\SSH Communications Security\SSH Tectia" on 32-bit Windows versions

    • "C:\Program Files (x86)\SSH Communications Security\SSH Tectia" on 64-bit Windows versions

  • User-specific Tectia configuration from user's home directory: $HOME/.ssh2 on Unix, and "C:\Documents and Settings\<username>" or "C:\Users\" on Windows

  • The user account running the troubleshooting tool

  • On Unix, it is configurable if everything stored in the specified user's configuration directories, including the private keys, are to be collected. This helps the Technical Support to better simulate the user's situation.

To collect system information, open a command prompt and enter the following command:

On Unix, run the troubleshooting tool with command:

# ssh-troubleshoot [options] info [command-options]

On Windows, run the troubleshooting tool with command:

ssh-troubleshoot.cmd [options] info

For details about the command options, refer to ssh-troubleshoot(8).

The collected data is stored in the results file named as follows:

  • On Unix: ssh-troubleshoot-data-<hostname>-<timestamp>.tar

  • On Windows: ssh-troubleshoot-data-<hostname>-<timestamp>.log

In the file name, hostname identifies the host from where the information was collected, and timestamp specifies the date and time when the information was stored into the file. The timestamp format is yyyymmdd-hhmmUTC. So the reports are not in local time, but use the UTC.

You can send the file to SSH Technical Support for analysis.


Handle the output file with appropriate care as it may contain security-critical data.