23.5. Procedure – Collecting logs and system information for error reporting

Purpose: 

To track down support requests, the Balabit Support Team might request you to collect system-state and debugging information. This information is collected automatically, and contains log files, the configuration file of PSM, and various system-statistics.

Note

Sensitive data like key files and passwords are automatically removed from the files.

The Basic Settings > Management > Debug logging > Enable debug logs option is not related to the verbosity of log messages: it adds the commands executed by the PSM web interface to the log.

To collect system-state information (also known as a debug bundle), navigate to Basic Settings > Troubleshooting > System debug and click Collect and save current system state info, then save the created zip file. The name of the file uses the debug_info-<hostname>YYYYMMDDHHMM format.

To collect information for a specific error, complete the following steps:

Steps: 

  1. Navigate to Basic Settings > Troubleshooting > System debug.

    Figure 23.5. Basic Settings > Troubleshooting > System debug — Collecting debug information

    Basic Settings > Troubleshooting > System debug — Collecting debug information
  2. Click Start.

    Note

    Starting debug mode increases the log level of PSM, and might cause performance problems if the system is under a high load.

  3. Reproduce the event that causes the error, for example connect to a server.

  4. Click Stop.

  5. Click Save the collected debug info and save the created zip file. The name of the file uses the debug_info-<hostname>YYYYMMDDHHMM format.

    PSM includes the configuration files of any plugins installed. Note that depending on the plugin, these configuration files can contain sensitive information, such as passwords or API keys. In this case, edit the plugin-related files in the plugins directory of the debug bundle and delete the sensitive information.

  6. Attach the file to your support ticket.