Knowledge Search


×
 

What data do I collect for WebApp Secure issues?

  [KB27193] Show Article Properties


Summary:

This article outlines the data that needs to be collected for WebApp Secure (JWAS)/Mykonos product issues.

Symptoms:

Collect data for JWAS when:

  • JWAS errors are appearing in syslogs, including high CPU issues, and so on
  • JWAS is not working as expected

Cause:
 
Solution:

Collect the following data for JTAC investigation:

  • Support bundle from the CLI
  • Configuration export from the Web UI
  • Screen shot of the system status from the Web UI
  • Logs from /var/log/mws

How to do each is described in the corresponding section below.


To collect the support bundle:

  1. To send a support bundle to the JTAC team directly from the device/VM:
    •  Log in to the WebApp Secure console or SSH session and run the command cli support bundle if the device/VM is running on version 5.5.x. If the device is running on a version earlier than 5.5, then the bundle can be obtained from the TUI (Terminal User Interface).
    • Run the command sudo mykonos-config -s system:local -o uuid and provide the command output to JTAC to find the corresponding device/VM in the Juniper/WebApp Secure support database.
  2. To manually upload the support bundle to JTAC:
    • If the WebApp Secure device/VM doesn't have Internet connectivity for some reason, the support bundle can be saved locally on the device and then provided to JTAC. Use the command cli support bundle local, and the file will be saved under /tmp. The example shown below is for version 5.5.0-2. The support.myk file needs to be uploaded to the case.
[mykonos@jwas5_1 tmp]$ mykonos-get-version 5.5.0-2

[mykonos@jwas5_1 ~]$ cli support bundle local
The support bundle has been successfully sent to the support staff.

[mykonos@jwas5_1 ~]$ cd /tmp

[mykonos@jwas5_1 tmp]$ ls -l
total 1020
drwxr-xr-x. 2 root root 4096 Oct 9 15:40 hsperfdata_root
drwxr-xr-x. 2 root root 4096 Dec 5 18:10 monitoring
-rw-rw-rw-. 1 root root 1028280 Dec 5 18:09 support.myk

To export the configuration:

  1. Log in to the JWAS Web UI.
  2. Click Configuration, then click Import/Export at the top right-hand corner. The following screen is displayed:





  3. Click Export to export the configuration as an XML file.

To get system status screen shots:

  1. In the Web UI, click System status to display the following screen and take screen shots.





To collect the logs:

  1. Connect to the JWAS device/VM through an SFTP utility such as WinSCP and go to the /var/log/mws directory.
  2. For application-specific issues, enable logging by clicking Configuration > Logging and increase the log level to "Basic with headers," as shown below.

  3. After increasing the log level, replicate the issue (if the issue is specific to an application/back end, for example a component fails to load or proxy doesn't work, etc.).
  4. Collect the log files access.log, security-alert.log, and mws.log and upload them to the Juniper support case.



To collect the logs from the JWAS CLI instead of using Windows tools such as WinSCP:

  1. Log in to the JWAS CLI through SSH or Console.
  2. scp to your FTP server using the following command syntax:
Note: In the following example, mws.log is the file that is being transferred from JWAS to an FTP server with an IP of 10.10.10.46; please change the FTP server IP, username, and destination as required. In the example below, destination is the folder called "Desktop."

[mykonos@jwas5_1 mws]$ scp mws.log jtac@10.10.10.46:Desktop/
The authenticity of host '10.10.10.46 (10.10.10.46)' can't be established.
RSA key fingerprint is 5f:a4:34:65:6d:6b:fa:da:41:cc:d9:26:74:3c:f6:5f.
Are you sure you want to continue connecting (yes/no)? y Please type
'yes' or 'no': yes
Warning: Permanently added '10.10.10.46' (RSA) to the list of known hosts.
jtac@10.10.10.46's password:
mws.log 100% 60
46KB 5.9MB/s 00:00
[mykonos@jwas5_1 mws]$


Related Links: