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Troubleshooting
Use this section to assist you with problems that you might experience, including problems with installation.

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

Use this section to assist you with problems that you might experience, including problems with installation.

Use this information as a self-help tool to help you resolve your problem without having to call HCL support. If you do need to call HCL support, this guide provides the information to help your HCL service representative better diagnose and resolve your problem.

Use this information to help determine and resolve problems with HCL SafeLinx. It explains how to:

Determine the status of various resources, devices, and links
Determine the level of the code installed
Verify SafeLinx Server processes
Troubleshoot login and password problems or other problems with specific symptoms
Determine what to do before calling HCL support
View messages in the message log file
Monitor packet flow
Use troubleshooting tips
Get port number and supported locale information
Get a description of trap severity codes

Go to the HCL Support Site to consult other available troubleshooting resources:

HCL Support Site

In this guide, you will see the following icons:

Table 1. Guide Icons
Troubleshooting guide icons and descriptions
Icons	Description
	Points out important notes to the reader.
	Highlights tips for the reader.

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