How to troubleshoot Failover/Failback between WebAgent and Policy Server ?

Document ID : KB000047041
Last Modified Date : 14/02/2018
Show Technical Document Details

Question:

How to troubleshoot Failover/Failback between WebAgent and Policy Server ?

Answer:

1. Use the Webagent traceconfigfile : <Webagent_install_dir>/config/AgentConMgr.trace
-> It will log the Agent -> PS connections details

2. Decompose trace file generated by PID / TID as each thread will manage the connection with the Policy Server.  For each request, every PID / TID will have it's own view of the best PS to send the request(IsProtected, IsAuthenticated, IsAuthorized)
-> to get PID/TID :

[Date][Time][Pid][Tid][SrcFile][Function][ResponseTime][Threshold][Throughput][MinThroughput][MaxThroughput][HandleCount][BusyHandleCount][FreeHandleCount][State][ClusterID][Message]
[====][====][===][===][=======][========][============][=========][==========][=============][=============][===========][===============][===============][=====][=========][=======]
[09/27/2016][15:55:40][2334][407795456][SmAgentAPI.cpp:372][ProcessRequest][][][][][][][][][][][Enter function ProcessRequest]
...
[09/27/2016][15:55:45][2351][3067913984][SmClient.cpp:2710][GetBestServerIndex][][][][][][5][][][ACTIVE][2][Changing Best server index was 0 is now 1]

PID is the 3rd Column / TID the 4th one

-> Develop a script to extract those and then get a file for each.
in the sample above :
    [2334][407795456]
    [2351][3067913984]

3. Check each TID trace before the failover/failback to understand what happened.

Additional information:


How to Set Up Trace Logging
https://docops.ca.com/ca-single-sign-on/12-52-sp1/en/configuring/web-agent-configuration/logging-and-tracing/how-to-set-up-trace-logging