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When sending a support request, please include the details listed below. Place the support request to SSH Technical Support at http://support.ssh.com/.
Management Server
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.
Configuration directory listing:
# ls -al /var/opt/ssh-mgmt/server > ssh-mgmt-dir.txt
Configuration files from
/var/opt/ssh-mgmt/server
:server-env.sh
server-config.dat
Erase the values from the fields
db-password
anddb-key
in theserver-config.dat
to keep the database credentials and encryption keys confidential.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.(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 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.
The exact version and detailed description of the database installation.
Details of the
sshmgmt
user; send the output of command:# id sshmgmt
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.
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.
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\Tectia Manager\"
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:
Open Control Panel → Administrative Tools → Event Viewer.
Select Application Log.
Look for messages that have the source Tectia Manager.