SecureLink Troubleshooting Basics

Introduction

This document is meant to serve as a guide to basic connectivity and setup troubleshooting for your SecureLink connections. If the issue you are experiencing is not
resolved by any of these steps, a support case should be opened using the SecureLink support portal with the details of your troubleshooting and a copy of the
appropriate logs. Additional information about Gatekeepers and the Nexus can be found using our Training portal at securelink.litmos.com.

Basic Troubleshooting - Unable to Connect

Check Connection Requirements
Clear Browser Cache
Delete SlinkSW Directory (Local Temp Files)
Clear Java Cache
Uninstall Connection Manager (Windows)
Gathering Logs for Support Review
Downloading Remote User logs
Gathering Gatekeeper Logs
Escalation to SecureLink Support

Basic Troubleshooting - Unable to Connect

If a user is unable to connect to a Gatekeeper/Application the following steps should be taken to clear all local temp files and cache that may be impacting the ability
to connect. This will help resolve any issues that could be affected by corrupt files and/or keys or installation issues related to outdated versions.

For issues that persist after completing the following steps SecureLink will need to review the log files for the affected user. A case should be opened in the portal
that includes the following to assist in expediting resolution:

User logs from the affected user

UserId of affected user(s)
Summary of issue
Screenshots of any errors seen, if applicable
Details pertaining to any already known configurations or environment variables that may be unique to this user such as:
Is the user going through a proxy?
Is there local security software running (that can't be disabled for testing)

Check Connection Requirements

The following requirements should be confirmed:

1. User is able to run .exe files to install the Connection Manager

2. If unable to run .exe files, the user must have a current version of Java installed to run the Java Web Start option
3. Network connectivity to the SecureLink server on 22 (or 80 for alternate connectivity tunneling) is required. The alternate method can cause stability issues,
so 22 is preferred.
4. Network must allow direct connection without any proxy or network appliance changing SSH keys (proxies are supported if they do not interfere with the
key exchange).
5. User must be able to access their local interfaces on a series of ports (this can be affected by security software such as McAfee HIPS).

Clear Browser Cache

Internet Explorer
1. From an open browser window select Tools (Gear Icon)>Safety>Delete browsing history...
2. Select "Temporary Internet Files" and "Cookies" options
3. Select the Delete option
4. You may have to restart your browser.

Firefox
1. From the Firefox menu select Settings>Advanced>Network
2. Select the "Clear Now" option under "Cached Web Content"

Chrome

1
 1. From the Chrome menu on the toolbar, select Tools>Clear Browsing Data
2. In the following window change the dropdown menu to "beginning of time" to clear all cache.
3. Select "Clear cookies and other site plug-in data" and "Empty the cache":
4. Click "Clear browsing data"

Delete SlinkSW Directory (Local Temp Files)

Windows
1. Disconnect from any Securelink sessions (and preferably close all browser windows)
2. Browse to your local user temp directory by opening a File Explorer window and typing "%temp%" without the quotes into the address bar
3. Delete the directory named SlinkSW
4. Confirm the directory is fully deleted (if not a system restart may be required before attempting to delete the directory again)
5. Retry your Securelink connection and verify correct functionality

Mac
1. Disconnect from any Securelink sessions (and preferably close all browser windows)
2. Browse to your local user temp directory by opening a Terminal window and typing "open $TMPDIR" without the quotes at the console prompt
3. Delete the directory named SlinkSW
4. Confirm the directory is fully deleted (if not a system restart may be required before attempting to delete the directory again)
5. Retry your Securelink connection and verify correct functionality

Clear Java Cache

1. Locate the Window's Control Panel and select the Java Control Panel via the Java Icon
2. Navigate General>Settings under the Temporary Internet Files option
3. Select the Delete Files option from the menu

Uninstall Connection Manager (Windows)

On releases after 5.2, the Connection Manager on Windows is installed and can be uninstalled from the standard Add/Remove Programs process (accessed via the
Control Panel).

On the first connection after uninstalling the Connection Manager, select the 'download' option under the "Connect Using SecureLink Connection Manager" button
after clicking on "Connect" for your application.

Gathering Logs for Support Review

In some cases it may be necessary for SecureLink to review log files from the Gatekeeper or from the remote user side of the SecureLink connection. The
processes to gather these files can be performed following the steps below and should be included when escalating an issue to the SecureLink Support team.

Downloading Remote User logs

User logs are applicable for troubleshooting most connection issues. They are needed for assessing any issues that occur before the user reaches the list of hosts
and services or during issues with access to specific services. These logs can be gathered automatically by double clicking the SecureLink icon in the windows
notification area of the taskbar to access Windows Connection Manager and select the "Save Diagnostics" link as seen below.

2
Alternately a user can gather the logs manually by performing the following steps:

Browse to your local C:/ drive in file explorer.

Then browse to your user's home directory
Depending on your Operating system you will either open the folder "Documents and Settings" or "Users" and open the directory with the same
name as your Windows user account.
In this directory you will find a large quantity of log files that we may need for diagnostics, including the following:
All files beginning with the letters "SDC"
All files beginning with the letters "SC"
All files beginning with the letters "RSS"
Select all of these files at the same time by holding the Ctrl key and clicking on each file one at a time
Once all are selected right click any selected file and choose the following menu option "Send to -> Compressed zipped folder"
This will create a single file that contains all user diagnostic files we may need.

3
The resulting .zip file should be appropriately sized to send via email or through an attachment on a case in the SecureLink portal. If the resulting .zip is too large for
email or case attachment, SecureLink can provide an upload link upon request that will not have file size limitations.

Gathering Gatekeeper Logs

To properly diagnose some issues related to connectivity, SecureLink may require Gatekeeper or Gateway log files. For any issues where the Gatekeeper is unable
to register on the SecureLink server or issues that impact the majority of users when accessing the specific site in question, Gatekeeper logs will help SecureLink
identify stability, installation, and often network issues on the Gatekeeper host.

From the local machine where your Gatekeeper or Gateway is installed, perform the following steps:

Enable Diagnostics Mode (If not already enabled)

1. Point a web browser to the Gatekeeper/Gateway ( http://localhost:4680/ if sitting at the console )*

2. Click "Help" and choose "Support Center"
3. Click "Enable" in the "Diagnostics Mode" section and click "Save"
4. Click "Connectivity test" and run if prompted

Reproduce the failure

You will need to reproduce the issue in diagnostics mode to generate the relevant log files. If diagnostics mode was already enabled at the point of failure, this step
can be skipped.

Download Logs
1. After reproducing the issue, click "Help" -> "Support Center" on the Gatekeeper/Gateway interface.
2. Click the "Download Logs" icon and attach the resulting .zip file to this case

For issues requiring logs where the Gatekeeper is not running properly and the UI is not accessible, the log files can be found within the /bin directory in the
Gatekeeper installation path. Zipping this entire directory should remain small enough to attach to the case or send with most email providers.

If the resulting .zip is too large for email or case attachment, SecureLink can provide an upload link upon request that will not have file size limitations.

* Alternately, if you have access to the Gatekeeper or Gateway only through your SecureLink connection, you can add the "Gatekeeper" service to the Gatekeeper
host's list of available services on the "Edit Services" page. This will enable an HTTP connection to port 4680 on the Gatekeeper or Gateway allowing you remote
access to the UI required for the steps above.

Escalation to SecureLink Support

If any of these troubleshooting steps fail to address the issue accessing your customer, escalation to the SecureLink Support team should be your next step. An
authorized portal user can create a case at help.securelink.com to work with a support analyst. If appropriate, please confirm that this basic troubleshooting guide
was followed, along with providing important case details and user or gatekeeper logs. This will allow the SecureLink team to move directly into Tier 2 support and
provide faster escalation and resolution for you and your customer.