Solutions

How to manually download a core file from a ProxySG

Solutions ID:    KB4298
Version:    1.0
Status:    Published
Published date:    02/15/2011
 

Problem Description

How to manually download a core file from your ProxySG
Blue Coat Support wants me to download a core file from my ProxySG
How do I download the core file from my ProxySG?

Resolution

If you contact Blue Coat Technical Support for assistance with a ProxySG restart, many times the Support engineer will ask for a memory core.  This document will help you download the memory core from your ProxySG appliance and then what you need to do in order to upload the file to Blue Coat Systems.

HOW TO RETRIEVE A CONTEXT/CORE IMAGE FILE

1.)  Browse to https://<ip.address.of.proxysg>:8082/CM/Core_image
2.)  On ProxySG 210, 300, 510, 600, 810, 8100, and 9000 units, you will have an HTML table with the following information:

Time | Version | Hardware Exception | Software Exception | Page Fault Address | Process

3.)  The memory dumps will be ordered from newest to oldest.  In the table to the right beyond the Process column, you will see Details; Minicontext (file_size); Context (file_size); Full (file_size).  Download the file the support engineer asks you to get.  If this is a restart, generally you will be asked for the full memory core, if available.  (NOTE:  If you do not have some of these different kinds of files available, the proxy was configured to not save the files.  Please see KB3178 for information on how to configure your ProxySG to obtain a full memory dump.)
4.)  Once the file has been downloaded, please do not rename it.
 

UPLOADING A CONTEXT/CORE FILE TO BLUE COAT

Because of the file size, the best way to upload a core file is to upload via FTP.  Please see KB4184 for full details on how to upload a full core file to Blue Coat Technical Support.  Make sure you upload the memory dump into a directory named your SR number.  Please email or call your Blue Coat technical support representative once the core file has been uploaded.
 

(EXPECTATIONS)  WHEN WILL I KNOW THAT MY CORE FILE HAS BEEN READ?

Blue Coat Technical Support wants you to have the best support experience possible.  Please keep in mind that when an issue gets to a point where a core file must be analyzed, that extra time cycles will be required in order to adequately analyze the data.  Because core files are so large, it may take some time to upload the core file to Blue Coat.  The core file will need to be validated, reviewed by senior Support staff and also possibly by development.  This process can be time consuming.  If the memory file is corrupted or does not show the described problem, this can result in delays as core images are re-uploaded or obtained anew.  Please work with your Technical Support Engineer and ask them for an update.


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