How troubleshoot Director by reading the log files, journals and messages collected from a Director configuration archive.

Solutions ID:    KB4143
Version:    13.0
Status:    Published
Published date:    10/26/2010
Updated:    01/07/2011

Problem Description

How do I collect an archive of all the journals, messaging, and diagnostic logs to send to support.

How to use the configuration archive to troubleshoot issues on your Director server.

Troubleshooting Director using the journals, logs, and messages files.


1: Collecting the information:

To collect the configuration archive, follow these steps.

NOTE: You will need a FTP server to send the archive too, once created.

  1. Open a SSH session to the Director box, and log in.
  2. Enter enable mode, by following these commands.
    1. director > enable
    2. Password:
    3. director #
  3. Navigate into the configuration mode.
    1. director # config t
    2. director ( config) #
  4.   Sending your archive up to a FTP server.
    1. director ( config) #  archive all upload current  FTP://<ipaddress of FTP server>/<folder name> username anonymous password pass key default.

NOTE1: From here, you'll need to download the archive to your workstation, and then upload it to the support site for analysis.  You'll need your SR number to do so.  Here's the support site, URL:   The file will have a name similiar to this one - sgmeinfo-director-2010.10.25-145028.tgz 

NOTE2: For more detailed information on how to procure an archive, and/or a memory dump,  see KB1441

2: Analyzing the information:

To extract the zip file, follow these steps.

  1. Right click on the archive file, and choose 'extract here'. 
  2. A folder structure, like the one below, will be created.

From here you can navigate down, and read various logs: 

1: To read the messages log, follow these steps:

  1. Navigate into the var/log folder.
  2. Open the messages file.          
  3. Here are some search terms you can use, and a short description of what they mean.
klog Director ( the linux host) was restarted
tomcat start and stop messages on tomcat, plus session related messages. Tomcat is essentialy for downloading jar file to your client.
httpd start and stop messages on apache.  Apache is a webserver that is used to allow oyu access to the console.
postgresql  Indicating that the postgres database is starting.  Director stores it's user information here.
 eth0  messages relating to the ethernet LAN card. Can also use e1000.
 Health state for group  indicting wether or not a connection has been made to a configured SG.
 CLI launched  showing the command line interface has been launched.
 upgrade-package  indicating a upgrade process has begun.  We first 'fetch' the package then we 'verify' it , 'install' it and then 'write' it out.
config t Box is being configured.
 login  messages for the User interface login.
Linux version Startup information about the version of linux being run.
xinetd messaged abot the Xinetd daemon.  This daemon runs all the communications for LINUX.
ip address Ip address is either being declared, or configured.
heartbeat.notice Heart beat information being sent to Bluecoat. Includes version of Director.
Director version: Shows Director version being sent up as a heartbeat.
catalina Startup information, and configuration of Director services.
bailing  If you see any message with the word "bailing' in it, this is a bug, and needs to be reported to Bluecoat.


2:  To see daemons, and current information at the time the archive was taken, follow these steps:

  1. Navigate to the root folder of the archive.
  2. Open the text file called "running".

        Here are some search terms you can use to find out information in this file.

netstat  to see information on the stat of the LAN and what active connections Director has to each SG.
postgres To see if this database is running
uname -a To find out the current version of Director
df -ki To find information about the file system
ps auxw the find out the running daemons
tomcat To see if tomcat is running
ifconfig -a information about the
vmstat -a To see the current state of the CPUS.
ls -lR /var A director listing of this folder.
sysctl -a System hardware  information.


3: To see an output of the sh run command, follow these steps.

  1. Navigate to the root folder of the archive.
  2. Open the text file called "clioutDXxRGq".
System version  The Director Version
Kernel IP routing cache Ip rounting table
Interface Information about each LAN interface
ip address Ip address
ip default-gateway Ip addres of the default gateway
username Username information.
Time zone: Time Zone information.

 4: To see information about Tomcat, follow these steps:

  1. Navigate to the root folder of the archive.
  2. Navigate down the structure to usrsharetomcatlogs

show version Version information
show clock Shows the current time.
Welcome to SG-ME Current Director version
Catalina.start Starting tomcat.


  4: To see information about the postress database,  follow these steps:

  1. Navigate to the root folder of the archive.
  2. Navigate down the structure to varlibpgsql
  3. Here you'll find a short log file pgstartup.log
  4. Navigating further down to varlibpgsqldata
  5. Here you'll find a log file called postgresql-Mon.log      

 5: To see information about  your linux host operating system, along with how much memorys is available, folow these steps:

  • Navigate down to the /var/log folder, and open the dmesg file.
  • Here you'll see the version of linux running, memory available and used.

NOTE1:  For information on  what ports Director needs see KB3457

NOTE2:  For information on how to upgrade Director, or how to Rollback, see KB1425

NOTE3: For troubleshooting informatoin on what services need to be started  in order to be able to login through the UI,  see FAQ1007

NOTE4: For more detail on some messages, found in the messages file, see KB4220

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