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.
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 |
Note the SGD version.
install-dir/bin/tarantella version |
Note the date and time the problem occurred.
Note the operating system.
Note the type of Webtop that is being used to connect to the Secure Global Desktop server.
Classic Webtop – Indicated by either of these situations:
The URL ends with /tarantella
The Secure Global Desktop Native Client is being used
For an example of a Classic Webtop, see Sun Secure Global Desktop Software 4.3 Using Your Webtop
Secure Global Desktop Webtop – The URL ends with /sgd
For an example of a Secure Global Desktop Webtop, see Sun Secure Global Desktop Software 4.3 Using Your Webtop
Integrated Mode Webtop – You log in to Secure Global Desktop by clicking the Login link on your desktop Start menu
For an example of an Integrated Mode Webtop, see Sun Secure Global Desktop Software 4.3 Administration Guide
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.
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.
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.
Collect the Secure Global Desktop Log files into a compressed tar file.
install-dir/bin/tarantella archive install-dir/var/log/1 |
Note any customization to the Secure Global Desktop installation, for example, a modified Webtop, or custom binaries.
If an array is being used, list the current server times on each server in the array.