Sun Gathering Debug Data for Sun Secure Global Desktop

What Secure Global Desktop Debug Data Should You Collect?

This section describes the various kinds of debug data that you must provide to the Sun Support Center and how to obtain debug data based on the kind of problem you are experiencing.

This section contains the following tasks:

ProcedureTo Collect Required Debug Data for All Secure Global Desktop Problems

To report problems described in this technical note, you must collect some basic information. This basic information includes the Secure Global Desktop version, system details, and date and time when the problem occurred. Follow these steps to collect the basic information.


Note –

If the Secure Global Desktop is in an array, please provide the information below from the primary server and one of the secondary servers in the array. To find the primary and secondary server information:


install-dir/bin/tarantella status

Array members (2): 
- host1.ssgd-array.com (primary): Accepting standard connections.
- host2.ssgd-array.com (secondary): Accepting standard connections.
- Webtop sessions (73):
  - Standard connections: 73 -
- Emulator sessions (74):
  - X Protocol Engine: 74

  1. Note the SGD version.


    install-dir/bin/tarantella version
  2. Note the date and time the problem occurred.

  3. Note the operating system.

    • Solaris: uname -a

    • Linux: more /etc/redhat-release

  4. Note the type of Webtop that is being used to connect to the Secure Global Desktop server.

  5. Note the type of client that is being used to connect to the Secure Global Desktop server.

    The Sun Secure Global Desktop Software 4.3 Release Notes provides a list of platform support for the Secure Global Desktop and for the Classic Desktop.

  6. Collect Sun Secure Global Desktop and System information.


    install-dir/bin/tarantella info -all
    

    Press Return when you are prompted for the Output tar filename. Please include the resulting .gz file in the handoff package.


    Note –

    This command can fail or cause system stress on systems where stability of the entire array is already an issue. If the command fails, run the following commands as root:


    script /tmp/ssgd_info.txt
    
    install-dir/bin/tarantella config list
    
    install-dir/bin/tarantella license list
    
    ifconfig -a
    netstat -rn
    hostname
    cat /etc/hosts
    cat /etc/resolv.conf
    nslookup localhost
    nslookup hostname
    

    Press CTRL+D to end the script. Include the resulting /tmp/ssgd-info.txt file in the debug data.


  7. Collect the Secure Global Desktop Log files into a compressed tar file.


    install-dir/bin/tarantella archive
    install-dir/var/log/1
    
  8. Note any customization to the Secure Global Desktop installation, for example, a modified Webtop, or custom binaries.

  9. If an array is being used, list the current server times on each server in the array.

ProcedureTo Collect Debug Data for Secure Global Desktop Installation Problems

If you are unable to complete the installation or if an upgrade fails, complete the following steps.

  1. Collect as much of the required debug information as possible.

    For more information, see To Collect Required Debug Data for All Secure Global Desktop Problems.

  2. Note the disk space available:


    df -kv
    
  3. Note whether this installation is a new installation or an upgrade.

    If this installation is an upgrade, supply the original version, upgrades to any intermediate versions, and the final version.

  4. Note any specific error messages that are received at the time of failure.

  5. If you are running Secure Global Desktop on the Solaris platform or running versions up to version 4.20.959, create an installation debug log.

    1. Run the following command as root:


      touch /tmp/pkgadd.debug
      
    2. Collect all tta* files in the /tmp directory.


      install-dir/var/log/setup.log
      /tmp/tta*
    3. Include the resulting files in the debug files provided to Sun Support.

ProcedureTo Collect Debug Data for Secure Global Desktop Application Launch Problems

If you are unable to launch any application, complete the following steps.

  1. Collect as much of the required debug data as possible.

    For more information, see To Collect Required Debug Data for All Secure Global Desktop Problems.

  2. Note the attributes of the application failing to launch.


    install-dir/bin/tarantella object list_attributes --name "obj"

    For example:


    install-dir/bin/tarantella object list_attributes --name "
    .../_ens/o=organization/cn=dtterm (ttahost)"

    For more details about this command, see Sun Secure Global Desktop Software 4.3 Administration Guide.

  3. Collect the connection details from the launch window from a failed launch, and one from a successful launch if possible.

    1. Click Connection Details in the launch window.

    2. Copy and past the connection details into a text file and include the file in the debug files provided to Sun Support.

  4. Access SunSolve document #15493. (You can search for the document number if you do not have direct access.)

  5. Enable Launch debugging through the SunSolve document.

  6. Include the resulting files in the debug files provided to Sun Support.

ProcedureTo Collect Debug Data for Secure Global Desktop Application Emulation Problems

If an application launches successfully but the application exhibits unusual behavior, such as slow processing, incorrect window size, unusual coloring, and the like, complete the following steps.

  1. Collect as much of the required debug data as possible.

    For more information, see To Collect Required Debug Data for All Secure Global Desktop Problems.

  2. Note the attributes of the application with the emulation problems.


    install-dir/bin/tarantella object list_attributes --name "obj"

    For example:


    install-dir/bin/tarantella object list_attributes --name "
    .../_ens/o=organization/cn=dtterm (ttahost)"

    For more details about this command, see Sun Secure Global Desktop Software 4.3 Administration Guide.

  3. Provide a description of the behavior or appearance that is different than what you expected.

    For example, a screenshot in PNG or JPEG format is helpful.

  4. Capture a Spy session of the application.

ProcedureTo Collect Debug Data for Secure Global Desktop Printing Problems

If you are experiencing problems when printing, for example, the print job is not appearing or is not formatted correctly, complete the following steps to collect debug data from the Secure Global Desktop server and client.

  1. Collect as much of the required debug data as possible.

    For more information, see To Collect Required Debug Data for All Secure Global Desktop Problems.

  2. In the file install-dir/bin/scripts/lp_interface.en, change TRACE="" to TRACE="t".

  3. In the file install-dir/bin/scripts/tta_print_converter, change TRACE="" to TRACE="t".

  4. If you are running a version of Secure Global Desktop prior to version 4.4 and the Client is using the Classic Webtop:

    1. In the file install-dir/var/docroot/resources/webtops/sco/tta/standard/locale=en-us/print.html, find the section that starts with:


      <!-- printer applet -->

      and change the text at the end of the section to:


      <param name="ProxyFrame" value="OptFrame">
      <param name="DebugMask" value="255">
      </ttaapplet>
    2. On the client, enable the Java Console for the browser being used.

      Refer to the browser documentation for details.

    3. Reproduce the print problem by, if possible, having the user print from a client using the Classic Webtop.

    4. Collect the Print debug data:

      • Secure Global Server – Run the command


        install-dir/bin/tarantella archive

        and then gather the following files from the INSTALL_DIR/var/log/1 directory


        print.log
        print_error.log
        ppe*.log
        jserver*.log
      • Client – Copy and paste all data written to the browser's Java Console.

  5. If the problem is related to printing from Windows applications, on the Windows Terminal Server, capture any print-related messages logged in the Windows Event Viewer.