Description

Current article is listing required information when opening a Support case on Sentinel in function of the 10 main typologies of issues and for all Supported OS.

1. Issue during Sentinel installation, or SP installation or configure

2. Issue when Sentinel start

3. Issue when you want to access GUI

4. Issue with JAVA Error or JAVA Version

5. Issue with certificats

6. Issue with SentinelMonitoring

7. Issue with WebDashboard

8. Issue with Correlation Rule

9. Issue with Database

10. For all other cases

Details

1. Issue during Sentinel installation, or SP installation or configure

Please provide :

• Environement information : OS Version + Java Client Version + Database Version
• Sentinel information : Version, including SP and patch if any. (all information are in Component.properties in directory "synpatch/syninstall/" in your Sentinel directory - provide it if you are not sure)
• Sentinel Logs : attach "/logs" directory zipped
• Install Log :
  • "install.log" file in install directory
  • file in DEBUG MODE : launch install again with "-d" option then retreive "install.log" in install directory

2. Issue when Sentinel start

Please provide :

• Environement information : OS Version + Java Client Version + Database Version
• Sentinel information : Version, including SP and patch if any. (all information are in Component.properties in directory "synpatch/syninstall/" in your Sentinel directory - provide it if you are not sure)
• Sentinel Logs : attach "/logs" directory zipped
• "Broadcast/commit" directory zipped
• "Overflow" file, if Overflow messages appear in sentinel.log

3. Issue when you want to access GUI

4. Issue with JAVA Error or JAVA Version

5. Issue with certificats

Issue 3. 4. & 5. Are linked with JAVA, Please provide :

• Environement information : OS Version + Java Client Version + Database Version
• Sentinel information : Version, including SP and patch if any. (all information are in Component.properties in directory "synpatch/syninstall/" in your Sentinel directory - provide it if you are not sure)
• Sentinel Logs : attach "/logs" directory zipped
• JAVA TRACES :
  • Display JAVA Consol and provide traces
  • traces in DEBUG MODE : Put JAVA Consol in Debug Mode and redo the action then retreive Display JAVA Consol and provide traces

6. Issue with SentinelMonitoring

Please provide :

• Environement information : OS Version + Java Client Version + Database Version
• Sentinel information : Version, including SP and patch if any. (all information are in Component.properties in directory "synpatch/syninstall/" in your Sentinel directory - provide it if you are not sure)
• Sentinel Logs : attach "/logs" directory zipped
• Screen shot with the issue
• SentinelMonitoring log file : "SentinelMonitoring.log"

7. Issue with WebDashboard

Please provide :

• Environement information : OS Version + Java Client Version + Database Version
• Sentinel information : Version, including SP and patch if any. (all information are in Component.properties in directory "synpatch/syninstall/" in your Sentinel directory - provide it if you are not sure)
• Sentinel Logs : attach "/logs" directory zipped
• Application Server Log :
  • For Jetty "logs/stderrout.log"
  • For version under 4.1 Apache Tomcat log

8. Issue with Correlation Rule

Please provide :

• Environement information : OS Version + Java Client Version + Database Version
• Sentinel information : Version, including SP and patch if any. (all information are in Component.properties in directory "synpatch/syninstall/" in your Sentinel directory - provide it if you are not sure)
• Sentinel Logs : attach "/logs" directory zipped
• The Export of the Rule
• RuleServer Log : "\RuleServer\rules.trc"

9. Issue with Database

Please provide :

• Environement information : OS Version + Java Client Version + Database Version
• Sentinel information : Version, including SP and patch if any. (all information are in Component.properties in directory "synpatch/syninstall/" in your Sentinel directory - provide it if you are not sure)
• Sentinel Logs : attach "/logs" directory zipped
• Ask your DBA the Database logs for Sentinel Schema

10. For all other cases

Please provide :

• Environement information : OS Version + Java Client Version + Database Version
  
• Sentinel information : Version, including SP and patch if any. (all information are in Component.properties in directory "synpatch/syninstall/" in your Sentinel directory - provide it if you are not sure)
• Sentinel Logs : attach "/logs" directory zipped