Before you log a case with Technical Support for a DXL (client-side) issue, collect the following data:
NOTE:
- To speed up the resolution process, make sure that the troubleshooting information is gathered before submitting a case.
- Technical Support might request for other data depending on the issue.
Step 1 — Enable debug logging on the client. Modify the client’s policy on your ePO server:
- Log on to the ePO console.
- Click Menu, Policy, Policy Catalog.
- From the Product drop-down list, select McAfee DXL Client.
- Select an existing policy and edit, or create a new policy.
- Set Client Log Settings to Enable debug logging.
- Click Save.
- Make sure that the policy is assigned to the client.
- Send an agent wake-up call to the client.
- Replicate the issue and forward the Minimum Escalation Requirements (MER) file.
When collating the data from the DXL Broker, see
KB92053 - Data needed for Data Exchange Layer(Server-side) issues
To view which DXL broker the client is communicating with:
- Click the McAfee Agent tray icon.
- Click About.
- View the McAfee Data Exchange Layer properties.
The Broker DNS name identifies the name of the Broker to which the client is connected with.
To fully understand an issue, the logs from both sides of the conversation (client and server) are needed. It's recommended that you provide the logs from the DXL Client and DXL Broker. Also, provide the logs from the Product Server that cover the same time period and show the issue.
Step 2 — Minimum Escalation Requirements (MER) Logs
The MER logs from both the client and server are needed if the logging doesn't fully explain the issue. The MER logs include the following:
- Environmental variables
- Running processes
- Other managed products installed
- Exact version numbers of all our products (For example; ePO, ENS, McAfee agent, DXL).
Related Articles:
Step 3 — Screenshots
The following screenshots are helpful:
- Server Settings, DXL Topology.
- The DXL FABRIC page.
NOTE: We recommend that the description provided in the raised Service Request is clear and concise for all products. It would help Technical Support resolve the issue at the earliest.