Blue Coat Systems SGOS Version 5.2.2 manual Diagnostic Reporting Service Information

Volume 9: Managing the Blue Coat SG Appliance

This chapter discusses the following topics:

❐“Diagnostic Reporting (Service Information)” on page 46 (This includes taking snapshots of the system.)

❐“Packet Capturing (the Job Utility)” on page 52

❐“Core Image Restart Options” on page 57

❐“Diagnostic Reporting (Heartbeats)” on page 58

❐“Diagnostic Reporting (CPU Monitoring)” on page 59

If the SG appliance does not appear to work correctly and you are unable to diagnose the problem, contact Blue Coat Technical Support.

Diagnostic Reporting (Service Information)

The service information options allow you to send service information to Blue Coat using either the Management Console or the CLI. You can select the information to send, send the information, view the status of current transactions, and cancel current transactions. You can also send service information automatically in case of a crash.

Sending Service Information Automatically

Enabling automatic service information allows you to enable the transfer of relevant service information automatically whenever a crash occurs. This saves you from initiating the transfer, and increases the amount of service information that Blue Coat can use to solve the problem. The core image, system configuration, and event log are system-use statistics that are sent for analysis. If a packet capture exists, it is also sent.

The auto-send feature requires that a valid Service Request is entered. If you do not have a Service Request open you must first contact Blue Coat Technical Support.

Important: A core image and packet capture can contain sensitive information—for example, parts of an HTTP request or response. The transfer to Blue Coat is encrypted, and therefore secure; however, if you do not want potentially sensitive information to be sent to Blue Coat automatically, do not enable the automatic service information feature.

To send service information automatically:

1.Select Maintenance > Service Information > Send Information > General.

2.To send core image service information to Blue Coat automatically, select Enable auto- send.

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