SSH Tectia

Troubleshooting Management Server and Management Agent

When sending a support request, please include the details listed below. Sent the request to http://support.ssh.com/.

Management Server

  1. The exact operating system. Send the output of:

    # uname -a
    

    Also, describe if it is a hardened OS, or if there is any specialized configuration compared to a default installation.

  2. Configuration directory listing:

    # ls -al /var/opt/ssh-mgmt/server > ssh-mgmt-dir.txt

  3. Configuration files from /var/opt/ssh-mgmt/server:

    • server-env.sh

    • server-config.dat

    Erase the values from the fields db-password and db-key in the server-config.dat to keep the database credentials and encryption keys confidential.

  4. Relevant syslog messages:

    # cat /var/log/messages | grep ssh-mgmt > ssh-mgmt-messages.txt
    

    Or replace the path /var/log/messages with /var/adm/messages or the correct path in your system.

  5. (If requested separately by Tectia Support) The downloadable console output:

    In the administration interface, go to Settings → Console and click Download. By default, this downloads basic stderr output of SSH Tectia Manager.

    The level of the console output gathered can be set in Settings → System Settings in the options:

    • Database SQL-level debugging: Enable/disable SQL-level debugging.

    • C library debugging level: Set C library debugging level (1-99). The default is "0", meaning no C library debugging.

    • Console output ringbuffer size: Define buffer size for the gathered output in kilobytes.

Database

If the problem is related to the database, provide the following information in addition to the general troubleshooting information listed above.

  1. The exact version and detailed description of the database installation.

  2. Details of the sshmgmt user; send the output of command:

    # id sshmgmt
    

  3. Database library listings, for example:

    # ls -al /opt/sshmgmtdb/SYBSsa8/lib/ > sybase_lib.txt
    

    or

    # ls -al /opt/sybase/SYBSsa8/lib/ > sybase_lib.txt
    

    Oracle database library listing, for example:

    # ls -al /opt/oracle/product/v92/lib/ > oracle_lib.txt
    

Managed Host

If the problem concerns a managed host, provide also the following information.

  1. The exact operating system details. Also, describe if it is a hardened OS or if there is any specialized configuration compared to a default installation.

  2. Configuration directory listing. For Unix Management Agent, the output of:

    # ls -al /var/opt/ssh-mgmt/agent
    

    For Windows Management Agent, the output of:

    C:\>dir "C:\Program Files\SSH Communications Security\SSH Tectia Manager\"
    

  3. Relevant messages. Note that the location of the messages is system-dependent.

    Unix syslog:

    # cat /var/log/messages | grep ssh-mgmt > ssh-mgmt-messages.txt
    

    Windows Event Log:

    1. Open Control Panel → Administrative Tools → Event Viewer.

    2. Select Application Log.

    3. Look for messages that have the source SSH Tectia Manager.