Please collect the below set of logs if the Pulse appliance goes into the freeze state and raise a support ticket.
1. Console Logs(Please collect this when the device is in the freeze state and if the console is accessible).
-> Navigate to the Serial Console of the affected Azure Instance.
-> Click on the “Keyboard” icon on the Command Bar and select “Send SysRq Command
” as shown below
-> In the resulting Dialog box, type “9
” upon selecting “Enter Key or Key sequence to send below:
” and click on “Send SysRq
” button. This should set the log level to verbose
NOTE: This needs to be set on the affected device(s) well before the issue occurrence to maximize the chances of getting the Kernel Trace during the freeze.
-> When the VM crashes/Freezes, please send lower case "t"
as a SysRq command (Please DO NOT
execute this command on a LIVE/PRODUCTION
-> This will generate the stack trace (Console output) on the Serial Console (Wait up to 10-15 minutes if the Console Output takes time).
-> To download the complete Serial console logs, navigate to Boot Diagnostics
-> Serial Lo
g & Click on Download Serial Log.
2. All System(IVE) Logs (Please collect it once the device is rebooted)
System -> Log/Monitoring -> Event Log -> Select Save All Logs
3. System Snapshot
-> Navigate to Maintenance > Troubleshooting > System Snapshot and click on Take Snapshot.
NOTE: Ensure that “Include Debug log” & “Include System config” options are selected
4. Dashboard graphs for 1 day/week/month.
5. Process snapshot if generated.
6. System/user config :
-> Maintenance -> Import/Export -> Import/Export Configuration -> Save Config As.
-> Maintenance -> Import/Export -> Import/Export Users -> Save Config As.