Collecting general information about your environment
Take the following steps to gather information about your working environment before opening a support case.
- 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 restartadclient
if it stops unexpectedly.Note: The commands in the following three steps must be run as
root
or with thesudo
command. -
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 oncdcdebug
captures login events in /var/log/centrifydc.log
-
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
- To enable logging for opendirectoryd:
-
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.
-
Verify that log file
/var/log/centrifydc.log
or/var/adm/syslog/centrifydc.log
exists and contains data. -
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 thecdcdebug
command:-
adinfo_support.tar.gz
-
adinfo_support.txt
-
cdcdebug.tar.gz
-
dump_cache_error.log
-
stacktrace.txt
-
-
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
oradinfo
, open the/etc/centrifydc/centrifydc.conf
file and change theadclient.dumpcore
parameter fromnever
toalways
and restart the agent:sudo /usr/local/share/centrifydc/bin/centrifydcrestart
Note: For more information about starting and stopping the agent, see the Administrator’s Guide for Linux and UNIX.
-
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. -
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.
-
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. -
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 withsudo
:odutil set log default
sudo /usr/local/share/centrifydc/bin/cdcdebug off