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
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
Then on the 'sessions' tab, enter the appliance URL or IP address and save the session:
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
You should have an entry for 127.0.0.1:9696 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
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
Now right-click on the remote connection you just created and add JMX connection
Add port 8015 to the IP and click OK:
you can now double click the created PID to connect.
From the Threads tab select 'thread dump'
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)