This article will list the most essential information required for opening support tickets for SecureTransport. Most if not all of the below items will be requested by the Technical Support Engineer who would be creating the ticket for you.

Keep in mind that providing the information at the begining of the troubleshooting process would allow Support to assess the impact correctly and allocate the most appropriate resources to work with you. The ticket overhead (going back and forth exchanging questions about the enviroment) and resolution times would be greatly decreased.

NOTE: $FILEDRIVEHOME refers to the SecureTransport's installation folder. For Linux in most cases that would be /root/Axway/SecureTransport, while for Windows C:\Program Files\Axway\SecureTransport\STServer.

1. SecureTransport version

You can get the SecureTransport version from two locations:

1.1. By the output of the

./display.sh -n securetransport

NOTE: The script is located in the Axway Installer folder, usually one directory above the ST's own installation folder.

command, which will also include the Service Pack and current Patch level.

On Windows, you need to open a CMD or PowerShell prompt and execute

.\display.bat -n securetransport

NOTE: The script is located in the Axway Installer folder, usually one directory above the ST's own installation folder.

command.

1.2. From the versions.txt file located in the $FILEDRIVEHOME/conf folder.

2. Operating System type and version

2.1. For Linux servers, the fastest way is to get the output of the

cat /etc/*release*

command.

2.2. For Windows, the System Properties page is the easiest way to get to the version: press Windows logo key + Pause to open it.

3. Environment details - type of cluster, number of servers/nodes and type of database used

⇒ Cluster type: Standard or Large Enterprise

⇒ In case of Large Enterprise cluster, provide the type of Database in use: Oracle or Microsoft SQL.
NOTE: You can check which one is in use by navigating to SecureTransport's Admin GUI -> Setup -> Database Settings page.

⇒ Number of nodes/servers: how many Edge (Frontend) and Backend servers are deployed in the environment.

4. Problem description

Provide short description of the current issue or requested setup, which SecureTransport element (or protocol) is affected, how many users/accounts are affected and what is the experienced behavior.

In case of operational issues, mention which daemon/protocol is affected, is the database in a stable condition and is the TM service running/proceesing files.

Provide detailed error messages and the location where those were observed and/or gathered (i.e. on the server's console, on the client side or in the ST's logs). Always check the Admin GUI -> Operations -> Server Log page as well as the log files in the $FILEDRIVEHOME/var/logs folder for further information.

In case any changes were done recently - database, network, storage, application configuration, patch updates, version upgrades and/or OS version upgrades - please make sure to outline all steps which were performed before observing the reported behavior.

5. Logs

In most cases Axway Support would be interested to review the following log files from the environment, which can be collected upfront or during case opening:

⇒ An export of the Admin GUI -> Operations -> Server Log page for the time of the occurrence of the issue, from all Edge and Backend servers

⇒ The $FILEDRIVEHOME/var/logs folder from all Edge and Backend servers

6. Axway Accelerators or custom code

In case you are using Axway Accelerators or custom developed code, mention this when opening the case. If you are using Axway Accelerator, do mention:

1. Name of the accelerator;
2. Version of the accelerator. It is usually displayed in the PSO Licenses page of the Admin UI;
3. Log messages from the Accelerator, if any;
4. Log files, written by the accelerator from the $FILEDRIVEHOME/var/logs folder;