Because AppGate SDP client and appliance logs are valuable for troubleshooting the causes of problems occurring with the SDP client or collective, it is advisable to collect logs before opening a support case with AppGate SDP Support (http://support.appgate.com).
SDP client and tunnel logs should be collected as detailed below, and provided to AppGate SDP Support when the support ticket is created for an SDP issue. Log files can either be attached directly to the support ticket (2 GB file size limit), or transmitted to AppGate SDP Support.
To attach a log file to a support case, start a post in the case, select the paperclip icon and select Upload Files.
Alternatively, very large log files (exceeding 2 GB in file size) can be transmitted to AppGate SDP Support using AppGate's SFTP site (contact AppGate SDP Support for access to the SFTP site).
Note: Due to attachment size constraints, log files cannot be transmitted to AppGate SDP Support via email.
Collecting AppGate SDP Client and Tunnel Logs
To gather SDP client and tunnel logs:
In the AppGate SDP client user interface, click the kebab menu (three vertical dots) in the upper left corner, and select About.
Scroll to the bottom of the "About" window click Download log files.
Using the "Download log files" window, save the log file zip archive to a desired location on the local machine.
The downloaded log file zip archive can then be attached to the SDP Support case, or transmitted to SDP support.
Manually Collecting AppGate SDP Client and Tunnel Logs
Log files for SDP clients older than version 5.1 must be gathered manually from the following locations:
Windows
Client logs are located in %APPDATA%\Roaming\AppGate\Logs (for example, c:\users\JoeUser\AppData\Roaming\AppGate\Logs)
Tunnel logs are located in %ProgramData%\AppGate\driver.log
Mac
Client logs are located in 'FILES' at /users/'name'/.appgatesdp/log
Tunnel logs are located in 'FILES' at /var/log/appgate/tun-service.log
Linux
Client logs are located in ~/.appgate/log/
Tunnel logs are located in /var/log/syslog (look for AppGate tundriver)
Collecting AppGate SDP Appliance Logs
To gather SDP appliance logs:
In the AppGate SDP controller's Admin user interface, navigate to System > Appliances.
To download a zip file containing all appliance logs, hover your mouse over the name of the desired appliance and click the file icon that appears to its right.
The downloaded log file zip archive can then be attached to the SDP Support case, or transmitted to AppGate SDP support.
Manually Collecting AppGate SDP Appliance Logs
Manually collecting log files from an Appliance may be required if that Appliance is unable to connect to the Controller or is showing off line. This can be done if the administrator can SSH to the appliance and using the following command:
sudo cz-config collect-logs
This command will dump the log files to a zip file. Do a "sudo cz-conifig collect-logs -h" to see all parameters of the collect-logs command including how to specificy the output location.