3 Gathering Server Logs for Support

This chapter describes how to gather server logs for Windows installations for troubleshooting Oracle Mobile Security Suite.

This chapter contains the following sections:

• Section 3.1, "Turn on Debug Level Logging"

• Section 3.2, "Collect Logs"

• Section 3.3, "About Mobile Security Access Server Logs"

• Section 3.4, "About Mobile Security Administrative Console Logs"

• Section 3.5, "About Mobile Security Container Logs"

3.1 Turn on Debug Level Logging

To turn on debug level logging, you use the Oracle Mobile Security Suite Diagnostic Tool.

Click Troubleshoot.

After reproducing the issue you have encountered, reduce the log level to its previous setting in a production environment, unless instructed otherwise by Oracle.

3.2 Collect Logs

To collect logs, click Compress Log.

The following dialog is shown:

This dialog is used to easily collect information for each component, with the corresponding configuration. Depending on the size of the logs, this might take some time. After the collection is complete a zip file containing the logs and configuration files can be found in installation_directory\OMSS, for example: C:\Program Files (x86)\Oracle\OMSS.

3.3 About Mobile Security Access Server Logs

By default, Mobile Security Access Server logs are found in:

install directory\OMSS\gateway\logs

For example:

C:\Program Files (x86)\Oracle\OMSS\gateway\logs

The following logs are created:

• access.log

• error.log

• rewrite.log

Logs are rolled over once a day, and are time-stamped with the date.

3.3.1 The Access Log

access.log contains one line per request that is made to the Mobile Security Access Server.

The following table shows the format of access.log:

Field	Format	Example	Direct Request	Proxy Request
Remote IP Address	IPv4 or IPv6 address	201.255.17.230	Present	Present
Remote log name	-	-	-	-
User Identifier	User principal name	[e-mail]	Present for authenticated requests	Present for authenticated requests
Time of Request	[DD/Mmm/YYYY:HH:MM:SS -GMT]	[18/Sep/2013:05:27:36 -0500]	Present	Present
Request line	"HTTPCMD PATH HTTP/1.1"	"GET / HTTP/1.1"	Present	Present, path is always "/"
Proxy Request Scheme	http or https	http	-	Present
Proxy Request URL	URL encoding of hostname/path	host.example.com%2Fsites%2Fsearch%2FPages%2Fdefault.aspx	-	Present
HTTP Status Response	HTTP Status Code	200	Present	Present
Connection Status	X means connection aborted + means connection kept alive - means connection closed	+	Present	Present
Size of Response	Size of Response in bytes	15645	Present	Present
Request Processing Time	Time to process request in microseconds	1060827	Present	Present
Request Thread ID	Thread ID	3448	Present	Present

3.3.2 The Error Log

error.log contains detailed information, depending on the configured level:

• Default log level is info, sufficient to diagnose common problems.

• Log level can be increased to debug in the Diagnostic Tool to investigate complex problems.

3.4 About Mobile Security Administrative Console Logs

The following table shows the locations of Mobile Security Administrative Console logs:

Log Type	Location of Log
Installation	install directory\install.log
Mobile Security Administrative Console	install directory\ACP\logs
User Interface (UI)	install directory\ACP\logs\acp-console\
Web service	install directory\ACP\logs\ecpservice\
LDAP sync	install directory\ACP\logs\ldap-sync\
Scheduled task	install directory\ACP\logs\scheduled-tasks\

Logs are rolled over once a day, and are time-stamped with the date.

By default the logs do not contain much detail. Increase the log level to debug in Mobile Security Administrative Console for troubleshooting.

3.5 About Mobile Security Container Logs

Client logs can be e-mailed using the "Send logs" function – this will package all necessary client logs.

The log level can be set to "verbose" in the Container app settings to gather detailed logs for troubleshooting.