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What is needed by Tectia for investigating an issue, to help bring to resolution?

asked Dec 27 '10 at 18:03

SSH%20KB's gravatar image

SSH KB ♦
509249246237


Below is a list of basic information that should be gathered for difficult support cases (hang cases, loops, busyloops, crashes, and so on) before we can analyze and investigate the problem.

What is the usecase? -terminal access -file transfer (sftp, scp, some other) -tcp tunneling -ftp tunneling -ftp-sftp conversion -if something other, then describe clearly how Tectia software is used and what you are trying to accomplish

How often does the problem occur? -randomly -every X days -right after the install

Has some other version been working ok in the same environment for the same use case?

What was done exactly before the problem occured?

Operating systems details (ssh server and client side) ssh-troubleshoot -- (If available) if not collect the following: -patchlist -kernel versions -relevant operating system logs -Operating system's resources consumption (CPU, memory, file descriptors, etc.)

SSH server version

SSH client version

Configuration of SSH server and client(s)

Debug outputs from SSH server and client side

Possible error messages on the client or on the server side

link

answered Dec 27 '10 at 20:40

renaes's gravatar image

renaes ♦
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Asked: Dec 27 '10 at 18:03

Seen: 1,756 times

Last updated: Mar 08 '11 at 03:22

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