5 Troubleshooting

This chapter provides information about the settings for helping Customer Support to resolve problems encountered when using RUEI.

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. To enable creation of core dumps, do the following:

1. As a RUEI_DATA user, login to the system on which the Collector instance is running and run the following command:

   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 running the following command:

   appsensor restart wg
   

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

Manually Creating Helpdesk Reports

When you contact Customer Support, it is recommended that a Helpdesk report file is created and uploaded to the Service Request (SR). The report file contains extended system information that is useful to Customer Support when handling the reported issues. To generate the report file, select System>Maintenance> Helpdesk report.

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

1. Log in to the Reporter system as the RUEI_USER user.

2. Run the following commands:

   source /etc/ruei.conf
   project -save --all
   

3. Retrieve the generated .tgz file from the location as indicated by the command output.

4. Upload the file to the appropriate SR.