This document contains some basic steps we take to troubleshoot the CSA. Most of these can apply to 4.2 and 4.3, however some are 4.3 specific. I will not note which is which as the 4.3 is more common and the recommended version for production. This does apply to Virtual and Physical CSA.
Not all steps may apply to your current issue. For example, if you are working on an issue getting the CSA initially setup, the "Broker Test" wouldn't apply.
Note: If after using this document you still need to open a case, please submit as much of information listed as possible as it will help with a quicker resolution
- Have you validated Quick Gateway (Cloud Service Appliance) Configuration
- What version of LDMS?
- Is it patched? What is the version?
- About > LANDESK Cloud Service Appliance Version
- What is the output of the "test" button in brokerconfig?
- What does IIS log report when clicking "Send" in brokerconfig?
- Is the LANDESK Management Gateway Service running on the core? did you reset it?
- Did you do an IISReset?
- Does the ManagementSuite\brokerreq folder contain any files? It should not. If so iisreset and restart LANDESK Management Gateway Service
- When you go to http://CSA and you hover over the links on the page, does it show the Hostname (internal or external), FQDN (internal or external), IP internal, external, or NAT)
- Can you ping what you are trying to get to?
- Remove the self signed certificates and reboot?
- Click LDMG Certificates, click "remove" next to each. This only applies to the Self-Signed, if using a third party cert skip this.
- What provider did you get the cert from and what type of cert is it?
- Remove and re-post core cert?
- Is the time correct? Check via SSH as GUI may or may not be accurate
- Is the firewall on? if so are any internal ranges blocked?
- I.E. 10.0.0.0/8 means if your subnet is running in any range between 10.0.x.x and 10.255.x.x it will be blocked.
- Is there a broker service connection listed in the Connection Table from the appropriate Core?
- Reports > LANDESK Cloud Services Appliance connection table then ctrl+f "broker service"
- Is there a Core Cert posted from associated Core?
- Make sure there are no orphan entries (I.E. an IP pointing to just a DNS suffix)
cat /etc/hosts # /etc/hosts # This file is generated automatically. # Any modifications to this file could get overwritten # THIS SHOULD CONTAIN ONLY LOOPBACK AND CSA HOSTS 127.0.0.1 localhost.localdomain localhost 10.14.115.15 vcsa.testbed.jb vcsa # 7 user defined hosts entries # THIS SHOULD NEVER CONTAIN CSA INFORMATION 126.96.36.199 license.landesk.com license.landesk.com 188.8.131.52 patch.landesk.com patch.landesk.com 184.108.40.206 patchec.landesk.com patchec.landesk.com 220.127.116.11 patchemea.landesk.com patchemea.landesk.com 10.14.115.69 ldcore95sp1.testbed.jb ldcore95sp1 10.14.115.59 ldcore95sp2.testbed.jb ldcore95sp2
- What's the message log saying? I usually filter on the external IP of the client machine
tail f /var/log/messages | grep FILTER
- What is the drive use at?
df -h Filesystem Size Used Avail Use% Mounted on /dev/mapper/vg_ldcsa-lv_root 42G 3.9G 36G 10% / /tmpfs 939M 0 939M 0% /dev/shm /dev/sda1 485M 33M 427M 8% /boot
- Can you wget?
cd /tmp wget http://license.landesk.com/welcome.png wget http://patch.landesk.com/index_files/image002.gif wget https://patch.landesk.com/index_files/image002.gif rm f image002* rm f welcome.png
- What are the processes using the most CPU?
ps aux | sort kr 3,3 | head n 8