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Troubleshooting
Use this section to assist you with problems that you might experience, including problems with installation.
Troubleshooting tips
The following are common hints that can help you troubleshoot problems with the SafeLinx Server.

Troubleshooting
Use this section to assist you with problems that you might experience, including problems with installation.
- Before you open a ServiceNow ticket with HCL® Support
  To decrease the time to problem resolution, whenever you submit a ServiceNow ticket, it is important to provide HCL Support with the information needed to diagnose the cause of a problem. HCL SafeLinx provides a support utility, SafeLinx Support, that you can run to automatically collect and send relevant system information. In addition, before contacting Support, you should prepare by completing a support checklist in which you collect and record other information about your environment.
- Collecting troubleshooting information to provide to HCL Support
  The SafeLinx Support Utility command collects information to assist HCL Support in resolving existing HCL SafeLinx ServiceNow tickets. The command collects information about the current SafeLinx Server configuration, along with diagnostic data, such as traces and system dumps in a file, which you then upload to the HCL Support site.
- Determining the version of code installed
  HCL SafeLinx has several components that might have separate and distinct software versions and build levels, which are important to provide to the support center.
- Troubleshooting checklists
  Use the following checklists to help you eliminate possible problem areas and find solutions.
- Determining the status of resources
  To check the actual status of the network interface, use the IP netstat and ifconfig commands.
- Verifying SafeLinx Server processes
  Learn the names of the processes that SafeLinx Server starts and how to list them for your operating system.
- Port number information
  Review the port numbers required for use by the SafeLinx Server and the instructions about changing them.
- Supported locales
  This topic describes which national language locales are supported and which locales are used by default.
- Using access manager logs
  The access manager and secure access manager have files that log messages about the communication between the SafeLinx Server and the access manager. They also log messages between the SafeLinx Administrator and access manager. The access manager passwords are in-the-clear in the message log file when the operation run involves a password change.
- Using SafeLinx Server logs
  The SafeLinx Server stores troubleshooting information in message, account, and trace logs.
- Troubleshooting tips
  The following are common hints that can help you troubleshoot problems with the SafeLinx Server.
- Finding broadcast errors when using mobile access services
  Broadcast errors are typically missed message transmissions or extra message transmissions.
- Sending network management traps
  You can configure the SafeLinx Server to send traps to a network management station.

Troubleshooting tips

The following are common hints that can help you troubleshoot problems with the SafeLinx Server.

In some cases, loss of network connectivity between the Connection Manager and the DB2® server requires stopping, then restarting the SafeLinx Server. For example, when the database management system (DBMS) does not automatically reestablish a connection to the database when connectivity is restored, restart the SafeLinx Server.
If you need to reconfigure your directory service server (DSS) database by using LDAP, shut down the SafeLinx Server, reconfigure the directory service database, then enter mkwg -Z. Log in using the SafeLinx Administrator and reconfigure your resources. The mkwg -Z command forces the SafeLinx Server to check the DB2® configuration and LDAP schema and update them if required. It also updates the list of installed components.
Pings from a SafeLinx Client can be misleading: they can timeout and return a negative response because, by the time the packets eventually return, the ping is no longer listening. To make sure that there is enough time to traverse the network, enter ping -w <milliseconds>, where milliseconds is the number of milliseconds.
A power-saving modem can cause the mobile access services to stop delivering packets if the modem sleeps. If the network provider server tries to contact the SafeLinx Client while at the beginning of a 2-minute sleep interval, the server waits for a timeout period. The timeout period is typically less than 2 minutes. Then, the server concludes that the SafeLinx Client cannot be reached.
Signal strength is not always a reliable predictor of coverage.
To view the packet flow through the SafeLinx Server, use the wg_monitor utility.
```
wg_monitor [-s <refresh rate>]
           [-g <gateway>]
           [-p <port>]
```
For more information, see the Administrator's Guide for more information about using this command.
See theHCL SafeLinx Support home page for the latest technical information for the SafeLinx Server.

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