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 system).
-> 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.
