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KB45293 - Logs to collect when the Pulse appliance with Azure Deployments go into the freeze state

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Last Modified Date7/18/2022 5:11 AM
This article describes about the logs needed when the Pulse appliance with Azure Deployments go into the freeze state
Problem or Goal
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. 
          User-added image
     -> When the VM crashes/Freezes, please send lower case "t" as a SysRq command (Please DO NOT execute this command on a                                                  LIVE/PRODUCTION system).
            User-added image
     -> 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 Log & 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.
Related Links
Attachment 1 
Created ByNandini Seenachari



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