Collecting general information about your environment

Take the following steps to gather information about your working environment before opening a support case.

  1. Verify that the DirectControl agent is running on the computer where you have encountered a problem. For example, run the following command:
    ps aux | grep adclient

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

    ps aux | grep cdcwatch

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

    Note:   The commands in the following three steps must be run as root or with the sudo command.

  2. Enable logging for the DirectControl agent; for example:

    sudo /usr/local/share/centrifydc/bin/cdcdebug on

    Note:   Login events are captured in /var/log/centrifydc-login.log by default. Turning on cdcdebug captures login events in /var/log/centrifydc.log

  3. Create a log file for the Mac Directory Service. For example:

    • To enable logging for opendirectoryd:
      odutil set log debug
    • To disable logging for opendirectoryd when sufficient log information is collected:

      odutil set log default
  4. 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 managed system, 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 used, so that Centrify Support can identify problem accounts more quickly.

  5. Verify that log file /var/log/centrifydc.log or /var/adm/syslog/centrifydc.log exists and contains data.

  6. Run the cdcdebug command to generate logs that describe the domain and current environment; for example:

    sudo /usr/local/share/centrifydc/bin/cdcdebug -f pack username

    The following log files are created in /var/centrify/tmp when you execute the cdcdebug command:

    • adinfo_support.tar.gz

    • adinfo_support.txt

    • cdcdebug.tar.gz

    • dump_cache_error.log

    • stacktrace.txt

  7. 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 a Centrify 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:

    sudo /usr/local/share/centrifydc/bin/centrifydc restart

    Note:   For more information about starting and stopping the agent, see the Administrator’s Guide for Linux and UNIX.

  8. 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.

  9. 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.

  10. 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.

  11. Consult with Centrify Support to determine whether to turn off debug logging. If no more information is needed, run the following commands, which must be run as root or with sudo:

    odutil set log default
    sudo /usr/local/share/centrifydc/bin/cdcdebug off