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[NSM] Logs/Information to collect before opening a JTAC support Case.

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Article ID: KB29252 KB Last Updated: 17 Jan 2017Version: 2.0
Summary:

To help troubleshoot an NSM issue, collect the following information prior to opening a support case.

Symptoms:

What information should I collect to assist in troubleshooting my NSM issue?

Solution:
Gather the following data:

NSM Set-up Details

NSM Platform: (Red-Hat 4 / Red-Hat 5 / Solaris 9 / Solaris 10 / NSMXpress / NSMXpressII / NSMXpress3000)

NSM Deployment: (Standalone / Distributed / HA / Distributed HA)
NSM Version and build:
NSM Schema Version:

NSM upgrade path: (If occurred after upgrade)

Related devices: (including device type and complete OS version)


NSM Server Side Logs

Download and run the JTAC Support tool (see KB24982).  Then upload the NSM Logs, databases, and core information (if any) to the case.

  1. Upload the NSM Logs to the case. If NSM is configured in HA/Extended, collect the logs from all servers involved.
    Syntax -
    jtac-support logs
  2. For the following conditions, provide the NSM database:
    • Root Case Investigation for Data Inconsistency
    • Core dumps for GuiSvr
    • Failure to Edit/Delete objects in NSM UI
    • Data/Config display error on NSM UI
    Syntax-
    jtac-support db
  3. If the NSM process crashed or core dumped, run the below command.  This will collect the binary executable of the process which caused the crash and the gdboutput.
    Syntax-
    jtac-support core

The article also has a procedure to assist you with uploading the dumped compressed files to the Juniper SFTP server.

NSM Client side logs

Collect the _out<date>.dat file located on the client installed PC/Work station.

On Windows XP:  C:\Documents and Settings\<userName>\.nsm\_out.<date>.dat

On Windows Vista/ Windows 7:  C:\Users\<userName>\.nsm\_out.<date>.dat

To view this file, first log out of the NSM guiClient as the client is constantly writing to this file while the NSM guiClient is running.  Also, make sure you create a copy of the _out<date>.dat file before the NSM Client user reconnects to the NSM GUI on that PC.

Information from NSM GUI/ Issue reproduction details and relevant logs from managed device(s)

  1. If the issue is reproducible, please provide the complete step-by-step procedure followed to reproduce the issue. Provide snap-shots if possible.

  2. For issues related to job failures, such as device import / Update / AttackUpdate, include the following details from the affected device(s):
    1. The output of “get tech-support” and “get config datafile” for Screen OS and 

    2. The "request support information" RSI for the SRX device.

If the device is returning an error during a job (Summarize-delta / Update-Device / AttackUpdate / etc), copy and paste the output from the job manager window into the JTAC Case notes or save it to a text file and attach to the JTAC Case. If the failure is related to Device update, please provide the output of Summarize-Delta taken prior to the update.

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