Collecting a thread dump on a File Director appliance

Version 3

    Verified Product Versions

    File Director 4.0File Director 4.1File Director 4.2File Director 4.3File Director 4.4File Director 4.5File Director 2018.1File Director 2018.3


    Under the guidance of Ivanti Technical Support, you may be requested to obtain a thread dump, or perform other diagnostic tests using Visual VM.




    A Windows endpoint with Java SDK installed Java SE Development Kit 8 - Downloads

    Visual VM downloaded and extracted VisualVM: Download

    PuTTY downloaded Download PuTTY - a free SSH and telnet client for Windows


    Note: Links are provided for convenience only and are not maintained by Ivanti


    Configuration steps


    The first step is ensure the appliance has been support-mode activated and SSH access has been enabled.

    The next step is to create an SSH tunnel to the appliance using PuTTY - To do this:

    Launch PuTTY and under SSH/Tunnels add a dynamic source port on port 9696

    Screen Shot 2017-06-14 at 14.38.10.jpg


    Then on the 'sessions' tab, enter the appliance URL or IP address and save the session:


    Screen Shot 2017-06-14 at 14.39.18.jpg


    Open the connection and log on with username support (the password is the 'appliance' password used to log into the admin console)


    To confirm that the SSH tunnel has been created, from a command prompt type netstat -ano | findstr 9696


    Screen Shot 2017-06-14 at 15.00.23.jpg


    You should have an entry for as above.


    The next step is to launch and configure VisualVM


    Launch VisualVM.exe from the bin folder


    Select tools and options then on the network tab configure the proxy settings as below

    Screen Shot 2017-06-14 at 15.06.31.jpg


    Click OK once finished


    Now from the home page, right click the 'remote icon and add remote host

    Enter the IP of the File Director appliance


    Screen Shot 2017-06-14 at 15.10.23.jpg


    Now right-click on the remote connection you just created and add JMX connection


    Add port 8015 to the IP and click OK:


    Screen Shot 2017-06-14 at 15.11.51.jpg


    you can now double click the created PID to connect.


    From the Threads tab select 'thread dump'


    Screen Shot 2017-06-14 at 15.15.14.jpg


    This option will create a plain text dump containing the state of all running threads which can be provided to Ivanti Support (by copy/pasting into a text document). Ivanti Support will more than likely request multiple thread dumps captured a set time apart. Eg. 5 thread dumps captured 30 seconds apart.