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.
To enable debug logging for all Client components, follow the steps:
Run DiagTool.exe (the tool must have Microsoft .NET Framework 3.5 installed).
Click Clear All (if applicable) in the Debug logs tab.
Click Enable.
Restart the machine.
Reproduce your problem.
Run DiagTool.exe.
Click Save logs in the Debug logs tab.
Specify a file name and path. Click Save to save the logs.
Click Disable to disable the logging.
Click Clear All.
If you do not have the Diagnostic Tool, you can perform the steps manually:
Create a text file C:\ProgramData\NetIQ\Logging\config.properties.
Add a string to the file: logEnabled=True that ends by a line break.
Create a directory: C:\ProgramData\NetIQ\Logging\Logs\.
Restart the workstation.
Reproduce your problem.
Pack the logs located in C:\ProgramData\NetIQ\Logging\Logs\ into a zip package.
Change logEnabled=True to logEnabled=False in C:\ProgramData\NetIQ\Logging\config.properties.
To collect the debug logs using the Diagnostic Tool, perform the following steps:
Run the file DiagTool.app.
Click Enable.
Restart your system.
Repeat the issue.
Run the file DiagTool.app.
Click Save in the Debug logs tab.
The logs file is saved in the logs-year-month-date-hour:minute:seconds.zip format in the /tmp directory.
For example, logs file is saved as logs-2017-10-23-15:30:20.zip.
Click Save.
You can perform the following in the Debug logs tab:
Use Disable to disable the logging.
Use Refresh to update the logs list.
Use Open to open any specific log.
Use Clear All to delete the existing logs.
To identify the Advanced Authentication servers on the domain, perform the following steps:
Run the file DiagTool.app.
Click Servers.
Specify the domain name in Domain and click Search. A list of servers is displayed, if the IP is either IPv4 or IPv6.
If you do not have the Diagnostic Tool, perform the following steps to collect the debug logs manually:
Create a directory NetIQ in the /Library/Logs/ folder.
Create a text file config.properties in /Library/Logs/NetIQ/.
Add a string to the file logEnabled=True that ends with a line break.
Create a directory Logs in /Library/Logs/NetIQ/.
Restart the system.
Repeat the issue.
Pack the logs located in /Library/Logs/NetIQ/Logs/ into a zip file.
Change logEnabled=True to logEnabled=False in the file /Library/Logs/NetIQ/config.properties.
To enable logging for the component, perform the following steps:
Create a text file /opt/NetIQ/Logging/config.properties.
Add a string to the file: logEnabled=True that ends by line break.
Save changes.
Create a Logs folder in /opt/NetIQ/Logging/.
Stop the service by running the command in the terminal: sudo service deviceservice stop.
Start the service: sudo service deviceservice start.
Logs are generated in the /opt/NetIQ/Logging/Logs directory.