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KB27108 - Data Collection Checklist - Logs/data to collect for troubleshooting Steel-Belted Radius Enterprise and Global Enterprise Editions

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Last Modified Date7/31/2015 3:40 PM

This article contains a list of what to collect for issues with SBR Enterprise products, specifically Steel-Belted Radius Enterprise and Global Enterprise Editions.

Problem or Goal

What information should I collect to assist in troubleshooting prior to opening a case on Steel-Belted Radius Enterprise and Global Enterprise Editions?

The goal of this document is to reduce the time spent on initial data collection and reduce time to resolve by providing a comprehensive list of what to collect or gather to troubleshoot an issue.

For SRX Carrier issues, refer to: KB27063 - [SBR Carrier] Data Collection Checklist - Logs/data to collect for troubleshooting

Please collect the following for SBR Enterprise issues::


A. Debug log:

The primary piece of data to collect is the DEBUG log from the Steel-Belted Radius server.

To capture the debug log:
1. Edit the 'radius.ini' file.  This file is located in:
C:\Program Files\Juniper Networks\Steel-Belted Radius\Service   (Windows install of SBR 6.0x and higher)
/opt/JNPRsbr/radius    (Linux/Solaris install of SBR 6.0x and higher)

2. In the [CONFIGURATION] section, set the LogLevel and TraceLevel parameters to a value of '2'.

LogLevel = 2
TraceLevel = 2

3. Additionally, in Steel-Belted Radius 6.0x and higher, there is an additional parameter that should be enabled.

Log-Thread-ID = Yes

4. Save the radius.ini

5. Restart the Steel-Belted Radius service/process for the change in logging level to take effect.

The debug log is usually located in the same directory as the radius.ini
The file naming convention is : YYYYMMDD.log
Example :  20130315.log

6. Once the logging level has been set, reproduce the issue you are encountering.

7. Attach the debug log to the case.


B. Debug log info:

Please make note of the following data and add it to the case notes.

  1. Time of the incident - Provide the full timestamp so that we can quickly narrow down where the issue is in the log file.
  • User Name - The name of the user that is having the issue. 
  • NAS-IP-Address - The IP address of the device sending the radius request to Steel-Belted Radius
  • Authentication Protocol - PAP, CHAP, MS-CHAPv2, 802.1x
    1. If 802.1X, what EAP method is used.  EAP-TTLS, EAP-PEAP, EAP-TLS, EAP-FAST, EAP-MD5, etc
    2. If a tunneled authentication method is in use (TTLS, PEAP or FAST), what is the inner protocol being used.  EAP-GTC, EAP-MS-CHAPv2, PAP, etc.
  • Complete description of the issue being encountered
  • Version of Steel-Belted Radius running (including Enterprise or Global Enterprise information)
  • Operating system that SBR is installed on

C. Additional Data

Aside from the debug log (YYYYMMDD.log), also attach the following to the case:
  1. Any core or crash dump files that were created
  2. Copy of the following files.  
    1. *.ini, *.aut, *.dct, *.dcm.  (This list applies to both Enterprise and Global Enterprise Editions)
    2. *.dir, *.pro, *.dhc, *.rr  (This list only applies to Global Enterprise Edition)

Note: The above set of data is usually sufficient, but Pulse Secure Global Customer Support engineer may request additional data sets to refine the debugging.

Related Links
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Created ByData Deployment



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