Troubleshooting Tips Guide

Introduction

When encountering issues while using vSEC:CMS components it maybe necessary to open a case on our support portal in order to resolve whatever issue you face. This article will provide hints and tips on how to best provide details that will help to expediate resolution of any given issue.

Tips/Hints 

Below we will describe the recommend procedures when troubleshooting an issue encountered using vSEC:CMS and you need assistance from Versasec support team.

1. Open Support Ticket

Navigate to our support portal here and sign-in to open a case. You will need to have a support account already created. If you don't have an account then please reach out to your provider and request one.

2. Provide Details

The more details provided around the issue you encounter the easier it will be for the Versasec support engineers to resolve the issue. The following details should be provided where necessary:

• Provide the details of the current version of vSEC:CMS software that you are running along with details and driver version of the credential that you are using vSEC:CMS to manage. Refer to the article here for details on how to gather this information.
• Provide a detailed description, along with screenshots and or videos, of how you encounter the issue you face.
• Enable logging on the host where you encounter the issue and provide in the ticket. Refer to the article here for details on how to enable logging.
• Check the local Windows Event Viewer to see if any details are logged in Windows Logs in relation to vSEC:CMS components.
• If the vSEC:CMS application(s) or services are crashing you can enable Windows crash dump writing on the host where the crash is encountered. When this is enabled, recreate the issue to generate the crash dump file. You can enable this through Windows registry and upload the crash dump file to here. For example, if you want the Windows crash dump to be written to c:\temp folder on your host then configure the below registry settings in the location indicated (note that the temp folder needs to exist on the host).

[HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Windows Error Reporting\LocalDumps]
Name: DumpFolder, type: String, value: C:\temp
Name: DumpCount, type: DWORD, value (HEX): 10
Name: DumpType, type: DWORD, value (HEX): 2

• From version 6.6, if the vSEC:CMS component(s) are crashing internally, you can provide dump files to us so we can better understand what the underlying issue is. The dump files will be found on the host where this issue is encountered in C:\Users\<logged-on-Windows-user>\AppData\Local\Versasec\vSEC_CMS\Dumps.
• If you are encountering performance related issues then upload perfmon_ logs to here. On the server open File Explorer and depending on what Windows account you have configured the vSEC:CMS Service to run under the perfmon_ logs will be located in different places. If the service is running under Local System then the logs will be here: C:\Windows\System32\config\systemprofile\AppData\Local\Versasec\vSEC_CMS. If the service is running under a dedicated Windows account then the logs will be here: C:\Users\<dedicated_Windows_account>\AppData\Local\Versasec\vSEC_CMS. Then copy the 3 most recent logs that are starting with the name perfmon_CmsService and upload to the link already provided above.

3. Remote Sessions

In exceptional circumstances a shared remote desktop sessions can be organized if the issue at hand cannot be understood using the techniques already described above.