Getting assistance from Centrify Corporation Support

Centrify recommends you take the following steps if you need assistance with an issue or have questions about the operation of Centrify components:

  1. Check the Centrify Support Portal on the Centrify Corporation website to search the Knowledge Base to see if your problem is a known issue or something for which there is a recommended solution.

    • Open in a Web browser.
    • Log in using your customer account information and password.
    • Click Find Answer and type one or more key words to describe the issue, then click Find to view potential answers to your question. For example, to search for known issues, type known issues and click Find to see articles related to the known issues in different releases.

    If your issue is not covered in an existing Knowledge Base article or the Centrify documentation set, you should open a case with Centrify Support.

  2. Click Log a Case to open a new case using the Centrify Support Portal.

    Alternatively, you can contact Centrify Support by email or telephone, if you prefer. Worldwide contact information is available in the “How to open a case and collect information for Centrify Support” Knowledge Base article (KB-0301).

  3. Provide as much information as possible about your case, including the operating environment where you encountered the issue, and the version of the Centrify Corporation product you are working with, then click Submit to open the case.

Before or after opening a support case, you may need to collect additional information about your environment. To help ensure your issue gets resolved quickly and efficiently, you should take the following steps to gather as much information as possible:

  1. Verify the Centrify Agent is running on the computer where you have encountered a problem. For example, run the following command:

    ps –ef | grep adclient

    If the adclient process is not running, check whether the watchdog process, cdcwatch, is running:

    ps –ef | grep cdcwatch

    The cdcwatch process is used to restart adclient if it stops unexpectedly.

  2. Enable logging for the Centrify Agent. For example:

    /usr/share/centrifydc/bin/addebug on
  3. Create a log file for the Mac OS X Directory Service. For example:

    killall –USR1 DirectoryService
  4. Run the adinfo command to generate a report that describes the domain and current environment. For example:

    adinfo --diag --output filename
  5. Duplicate the steps that led to the problem you want to report. For example, if an Active Directory user can’t log in to a Centrify managed computer, attempt to log the user in and confirm that the attempt fails. Be sure to make note of key information such as the user name or group name being, so that Centrify Support can identify problem accounts more quickly.
  6. Verify that log file /var/log/centrifydc.log or /var/adm/syslog/centrifydc.log exists and contains data.
  7. Generate information about Active Directory domain connectivity and configuration files by running the following command:

    adinfo --support

    This command writes output to the file /var/centrify/tmp/adinfo_support.txt.

  8. If there is a core dump during or related to the problem, save the core file and inform Centrify Support that it exists. Centrify Support may ask for the file to be uploaded for their review.

    If the core dump is caused by an agent process or command, such as adclient or adinfo, open the /etc/centrifydc/centrifydc.conf file and change the adclient.dumpcore parameter from never to always and restart the agent:

    /etc/init.d/centrifydc restart
  9. If there is a cache-related issue, Centrify Support may want the contents of the /var/centrifydc directory. You should be able to create an archive of the directory, if needed.
  10. If there is a DNS, LDAP, or other network issue, Centrify Support may require a network trace. You can use Ethereal to create the network trace from Windows or UNIX. You can also use Netmon on Windows computers.
  11. Create an archive (for example, a .tar or .zip file) that contains all of the log files and diagnostic reports you have generated, and add the archive to your case or send it directly to Centrify Support.
  12. Consult with Centrify Support to determine whether to turn off debug logging. If no more information is needed, run the following command:

    /usr/share/centrifydc/bin/addebug off