How to collect troubleshooting data for an issue accessing a URL or web application
Last Updated May 13, 2017
When troubleshooting URL issues the primary data to gather is a Packet Capture (PCAP) while the issue is occurring along with the Sysinfo and Event log from the proxy. To use the automated features of the Management Console to collect the data perform the following:
1. Obtain a packet capture: a) In the Management Console click Maintenance -> Service Information -> Packet Captures b) Ensure the Filter section is blank unless instructed to specify one by Technical Support c) Click Start Capture, a dialog box opens with more options. Leave those blank unless instructed otherwise and click Start Capture on that screen, the packet capture will start. d) Reproduce the issue e) Click Stop
2. In the management console click Maintenance -> Service Information -> Send information -> Send Service Information tab.
3. Enter the service request number.
4. Check the following: a) Packet Capture b) Event Log c) Sysinfo
5. Click send.
6. Provide the client IP address used during the test as well as the URL or destination IP address.
To manually collect this data perform the following:
Assuming your ProxySG is at IP address 192.0.2.50:
1. Sysinfo https://192.0.2.50:8082/sysinfo
2. Event log from your ProxySG device https://192.0.2.50:8082/Eventlog/Statistics
3. Packet capture of a request that demonstrates the issue. Packet captures can be run via the Blue Coat SG Management GUI by selecting the following menu options: Statistics > Advanced > Packet Capture > Start/Stop/Download Packet Capture
4. Details of the URL and any log-on details or steps to reproduce the problem.
Save these files, then access https://upload.bluecoat.com to add the files to the SR. Complete the form and enter your SR number.
Why this data needs to be gathered
URL issues can best be seen with a packet capture, as the ProxySG takes a simultaneous packet capture on all present interfaces. This shows all sides of the communication, and can help determine if there is a problem with the client request or server response, or if another problem is present. The sysinfo contains the full policy, configuration, and detailed statistics. The event log contains system events.
Imported Document ID: 000011041
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