4.0 Troubleshooting

This chapter provides information about troubleshooting Device Service.

To investigate the possible issues, you may be asked to provide the debug logs. The following information helps you to enable logging on different platforms.

Microsoft Windows

To enable debug logging for all Client components, follow the steps:

  1. Run DiagTool.exe (the tool must have Microsoft .NET Framework 3.5 installed).

  2. Click Clear All (if applicable) in the Debug logs tab.

  3. Click Enable.

  4. Restart the machine.

  5. Reproduce your problem.

  6. Run DiagTool.exe.

  7. Click Save logs in the Debug logs tab.

  8. Specify a file name and path. Click Save to save the logs.

  9. Click Disable to disable the logging.

  10. Click Clear All.

If you do not have the Diagnostic Tool, you can perform the steps manually:

  1. Create a text file C:\ProgramData\NetIQ\Logging\config.properties.

  2. Add a string to the file: logEnabled=True that ends by a line break.

  3. Create a directory: C:\ProgramData\NetIQ\Logging\Logs\.

  4. Restart the workstation.

  5. Reproduce your problem.

  6. Pack the logs located in C:\ProgramData\NetIQ\Logging\Logs\ into a zip package.

  7. Change logEnabled=True to logEnabled=False in C:\ProgramData\NetIQ\Logging\config.properties.

Apple Mac OS X

To enable logging for the component, perform the following steps:

  1. Create a text file /Library/LaunchDaemons/NetIQ/Logging/config.properties.

  2. Add a string to the file: logEnabled=True that ends by line break.

  3. Save changes.

  4. Create a Logs folder in /Library/LaunchDaemons/NetIQ/Logging/.

  5. Stop the service by running the command in the terminal: sudo launchctl unload /Library/LaunchDaemons/com.netiq.deviceservice.plist.

  6. Start the service: sudo launchctl load /Library/LaunchDaemons/com.netiq.deviceservice.plist

Linux

To enable logging for the component, perform the following steps:

  1. Create a text file /opt/NetIQ/Logging/config.properties.

  2. Add a string to the file: logEnabled=True that ends by line break.

  3. Save changes.

  4. Create a Logs folder in /opt/NetIQ/Logging/.

  5. Stop the service by running the command in the terminal: sudo service deviceservice stop.

  6. Start the service: sudo service deviceservice start.

Logs are generated in the /opt/NetIQ/Logging/Logs directory.