NOTE: 

• To speed up the resolution process, make sure that the troubleshooting information is gathered before you submit a case.
• Technical Support might request more data depending on the issue.

Step 1 - Enable Debug Logging

First, enable debug logging on the client. Modify the servers 'conf' file, and select the logging level.

For a related article, see KB83062 - How to increase the Data Exchange Layer broker logging level.

NOTE: For most issues, INFO level is sufficient, but we might direct you to select a different level. 

To fully understand an issue, the logs from both the DXL client and server of the conversation are needed. You're advised to provide logs from both, which cover the same time period when the issue occurs.

Step 2 - Gather 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. Many times, the data included in the MER is needed, which includes the following:

• Environmental variables
• Running processes
• Other managed products installed
• Exact version numbers of all our products (such as, ePO, ENS, McAfee Agent, and DXL).

To create a MER file, see KB82851 - How to use the Data Exchange Layer server MER tool for Linux or UNIX.
 
NOTE: Use the MER tool that's available on the Broker device. Do not use the one that's added in the article.

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.