Access Server: Collect Diagnostic Information for Access Server Troubleshooting

Overview

This article explains how to collect diagnostic information for Access Server troubleshooting, including command-line output, support reports, and log files.

Providing this information when opening a support ticket helps OpenVPN Support investigate issues more efficiently and reduce troubleshooting time.

Collect command-line output

1. Sign in to your Access Server command-line interface (CLI). 

2. Run the following commands:

   sudo su
   sacli support

3. Save the command output as a text file and include it with your support request.

Note: Don't submit screenshots of command output. Provide the information as text files whenever possible.

Generate a support report

If your Access Server runs version 3.0 or later, you can generate a support report directly from the Admin Web UI:

1. Sign in to the Admin Web UI. 
2. Go to Advanced. 
3. When prompted, select Proceed.
4. Select the Tech Support Report tab.
5. Select Generate Support Report. 
6. Download the report.

Collect Access Server logs

1. Run the following command:

   cat /var/log/openvpnas.log

2. Save the output as a text file.

Submit the files to support

Attach the following to your support ticket:

• Command-line output.
• The support report.
• Access Server log output.

Providing complete diagnostic information helps reduce troubleshooting time and speeds up issue resolution.