Troubleshooting

There are always issues that require troubleshooting to come to a root cause and solution. This section allows you to do that.

Support Files

If you have an issue with the ADC and need to open a support ticket, Technical Support will often request several different files from the ADC appliance. These files have now been aggregated into one single .dat file that can be downloaded via this section.

· Select a time frame from the drop-down: A choice of 3, 7, 14, and All days are available to you.

· Click “Download Support Files”

· A file will be downloaded in the format Support-jetNEXUS-yyymmddhh-NAME.dat

· Raise a support ticket on the support portal, details of which are available at the end of this document.

· Make sure you describe the problem thoroughly and attach the .dat file to the ticket.

Trace

The Trace section will allow you to examine information enabling the debugging of the issue. The information delivered depends on the options you choose from the drop-downs and the tick boxes.

Option	Description
Nodes to Trace	Your IP: This will filter the output to use the IP address you are accessing the GUI from (Note do not choose this option for Monitoring as Monitoring will use the ADC interface address) All IP: No filter will be applied. It should be noted that on a busy box this will adversely affect performance.
Connections	This checkbox, when ticked, will show you information about the client and server-side connections.
Cache	This checkbox ticked will show you information with regards to cached objects.
Data	When this checkbox is ticked, it will include the raw data bytes handled in and out by the ADC.
flightPATH	Th flightPATH menu allows you to select a particular flightPATH rule to monitor or All flightPATH rules.
Server Monitoring	This checkbox, when ticked, will show the server health monitors active on the ADC and their respective results.
Monitoring Unreachable	When this option is selected, it's very much like Server monitoring in behavior, except it will only show the failed monitors and so acts as a filter for these messages only.
Auto-Stop Records	The default value is 1,000,000 records, after which the Trace facility will automatically stop. This setting is a safety precaution to prevent Trace from accidentally being left on and affecting your ADC performance.
Auto-Stop Duration	The default time is set to 10 minutes, after which the Trace facility will automatically stop. This feature is a safety precaution to prevent Trace from accidentally being left on and affecting the performance of the ADC.
Start	Click this to Start the Trace facility manually.
Stop	Click to manually stop the Trace facility before the automatic record or time is reached.
Download	Although you can see the live viewer on the right-hand side, the information may be displayed too quickly. Instead, you can download the Trace.log to view all the information gathered during the various traces that day. This feature is a filtered list of trace information. If you wish to view previous days' trace information, you can download Syslog for that day but will have to filter manually.
Clear	Clears the trace log

Ping

You can check for network connectivity to servers and other network objects in your infrastructure using the Ping tool.

Type in the host's IP address you wish to test, for example, the default gateway using dotted decimal notation or an IPv6 address. You may have to wait a few seconds for the result to feedback once you have pressed the “Ping” button.

If you have configured a DNS server, then you can type in the fully qualified domain name. You can configure a DNS server in the DNS Server 1 & DNS Server 2 section. You may have to wait a few seconds for the result to feedback once you have pressed the “Ping” button.

Capture

To capture network traffic, follow the simple instructions below.

· Complete the options in the form

· Click Generate

· Once the capture has run, your browser will pop up and ask you where you wish to save the file. It will be in the format “jetNEXUS.cap.gz”

· Raise a support ticket on the support portal, details of which are available at the end of this document.

· Make sure you describe the problem thoroughly and attach the file to the ticket.

· You can also view the contents using Wireshark

Option	Description
Adapter	Choose your adapter from the drop-down, typically eth0 or eth1. You can also capture all interfaces with “any“
Packets	This value is the maximum number of packets to capture. Typically, 99999
Duration	Choose a maximum time that the capture will run for. A typical time is 15 seconds for high-traffic sites. The GUI will be inaccessible during the capture period
Address	This value will filter on any IP address entered in the box. Leave this blank for no filter.

To maintain performance, we have limited the download file to 10MB. If you find that this is not enough to capture all the data needed, we can increase this figure.

Note: This will have an impact on the performance of live sites. To increase the available capture size, please apply a global setting jetPACK to increase the capture size.