5 Troubleshooting

This chapter describes settings for helping Customer Support to resolve problems encountered when using RUEI.

5.1 Enabling Core Dumps for Collector Processes

By default, in the event of a Collector instance crashing, no core dump is generated. This is for security reasons because the Collector may be monitoring encrypted (SSL) traffic. However, some customer issues can only be resolved by Customer Support if a core dump is made available. In order to ensure the creation of core dumps, do the following:

  1. Issue the following command as the RUEI_DATA user on the system on which the Collector instance is running:

    ulimit -c unlimited
  2. Edit the APPSENSOR_HOME/wg/config/config.cfg file, and modify the value of CoreSize setting to -1.

  3. Restart the Collector by issuing the following command as the RUEI_DATA user:

    appsensor restart wg

When core dumps are enabled, stack trace extracts are stored in the APPSENSOR_HOME/core_dir directory. Note that RUEI automatically cleans up any core dumps in the APPSENSOR_HOME directory every night at 2:30 AM. In addition, be aware that if core dumps are regularly generated, the file system may start filling up. Therefore, it is recommended that the default configuration is restored as soon as the required core dumps have been harvested.

5.2 Manually Creating Helpdesk Reports

When contacting Customer Support, it is strongly recommended that a Helpdesk report file is created and uploaded to the Service Request (SR). This file contains extended system information that is extremely useful to Customer Support when handling any issues that are reported. This file can be created by selecting System, then Maintenance, and then Helpdesk report.

If the Reporter user interface, the Helpdesk report can be created manually by doing the following:

  1. Logon to the Reporter system as the RUEI_USER user.

  2. Issue the following commands:

    source /etc/ruei.conf
    project -save --all
  3. Fetch the generated .tgz file from the location as indicated by the command output.

  4. Upload the file to the appropriate SR.