PacketShaper S-Series appliances, running any 11.x version.
Condition: The PacketShaper may have ceased passing traffic and stopped responding on the management interface.
The console port displays a login prompt, but once logged in as a touch or look user, there is no way to log out. If this condition is suspected, only log in to the console as a recovery user.
If the appliance is in a hung state, and if you are logged into the console port as a look or touch user, the console port also becomes unusable, which renders data gathering impossible.
Hang issues related to host list configuration have been resolved in PS 11.5; this version also includes additional diagnostic functionality via the recovery menu. The first step must be to upgrade to 11.5.
The following process will allow you to generate and send core files to Symantec for troubleshooting purposes.
Eligibility: PacketShaper S-Series must be running PS 11.5 or higher. Follow the process below if your PacketShaper is in a hung state and cannot be accessed via a web browser or remote login utility, or if you have been asked to provide a core file for any other reason. Do not log in to the console port as a touch or look user; you must log in as a recovery user as described below.
Access the PacketShaper via the console port.
Enter the username recovery with the password recovery.
Select option 6. Soft restart.
Enter yes when asked if you want to proceed. You will see a Please Wait … message for about 5-10 seconds.
When the recovery menu reappears, type 0 to exit. For approximately 60-80 seconds, the PacketShaper may be inaccessible, after which point the management functionality should become available and the PacketShaper should respond to pings.
When the PacketShaper is available, log in via a web browser and click on the Advanced UI link at the top right of the page.
Go to the Info tab and click the File Browser button.
Browse to 9.256/log. This folder contains core files, back traces, and the associated log files. A single crash will generate four files (with a fifth essentially being to replace latest.log with the most recent backtrace). These files can be grouped together either by the dates of their creation, or by the PID at the time of the crash, typically a 4-5 character long numeric value immediately before the file extension.
Locate the five most recently created files, or find one, and copy the PID, and find each instance of it in this directory. Tick the box next to each of those files, and at the top of the page click the zip radio button. Enter a file name that's 8 characters or less; omit the .zip.
Click go. When the Results of file operations area shows that it has added each of the selected files, the archive is complete.
Click update to see the zip file listed in the directory.
Click the zip file to download it.
Upload the zip file to https://upload.bluecoat.com against the support case open for that device. Alternatively it can be uploaded directly to the service portal at bto.bluecoat.com by logging in and selecting the support case to which the issue applies.
If gathering this data is not possible for any reason, but the shaper is unresponsive as described, reboot the device, and ensure the case is escalated to PSS.
Version 126.96.36.199 contains a fix for bug 227627, the bug for which this article was initially written.
Imported Document ID: 000027690
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