My gateway/netprobe crashed, what information do I need to gather first before opening a ticket and reporting the issue to ITRS
To expedite our investigation here are the preliminary information’s or files that we needed from you: 1. Machine identity. e.g. : uname -a 2. Details showing the timestamp of the core file: if the core is created in Linux: ls -l core.PID *it is important that we get the exact time of the crash to match it against the log file.
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A gateway diagnostics file. Link below https://support.itrsgroup.com/hc/en-us/articles/115003774853-How-to-generate-and-extract-the-Gateway-diagnostics-file
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The netprobe log file (if a netprobe crash)
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If it is a netprobe crash issue that being investigated, we need to know the binary platform. You can obtain the info by: file netprobe.
or: file core.PID 6. If gdb utility present on the server run a gdb and a bt against the core dump. Example gdb gateway2.linux_64 bt