Solutions

How do I narrow down the ProxyClient component that is causing an issue with a particular application?

Solutions ID:    KB4337
Version:    8.0
Status:    Published
Published date:    03/23/2011
Updated:    05/08/2012
 

Problem Description

 When another application causes ProxyClient to stop responding, one of the first and most important things to determine is which component of ProxyClient is causing the issue: Acceleration, WebFilter, or Injection. Usually, only one of these components is the cause of the issue. This document describes a standard path and method of recording results to help you identify that component.

To help ensure a timely resolution of the issue, Blue Coat recommends that you complete each step in this document in the specified order. Although the process can take up to a few hours to complete, it can save several days in the response time for analyzing and solving your particular issue.

Before You Begin

The following table lists the files that you will rename to disable components in this procedure, specifies the components affected, and notes the action you must take after renaming the files. Refer to this table as often as needed while performing the steps in this process.

Component File Names

File Name (32-Bit) File Name (64-Bit) Component Affected Action to Take After Renaming*
Proxyclient.dll Proxyclient64.dll Injection/Hooking Reboot
Proxyclintflt.sys Proxyclintflt64.sys Acceleration (not present in MacOS) Reboot
Proxyclientwebfilter.sys Proxyclientwebfilter64.sys WebFilter Restart

*Rebooting the workstation is required after changing any of the files having to do with Acceleration. For WebFilter only restarting the ProxyClient Services is necessary.


Recording Your Results

As you go through this procedure, record the results of your testing. Use the following table as a guide.

Tested Components Posititive Test?
No Component Yes/No
All Components Yes/No  
Acceleration and WebFilter Components Yes/No
Injection and WebFilter Components Yes/No
Injection and Acceleration Components Yes/No
Injection Component Yes/No
Acceleration Component Yes/No
WebFilter Component Yes/No

Resolution

This process comprises the following steps:

Note: This process assumes knowledge of ProxyClient Data Collector (DC). For more information on the ProxyClient DC, see the ProxyClient Administration and Deployment Guide.
 

Enabling Debugging

  1. Stop the ProxyClient service.
  2. Add the EnableDebugTrace registry key.
    1. At a command prompt, type regedit.
    2. In the Registry Editor, add HKEY_LOCAL_MACHINE\SOFTWARE\Blue Coat Systems\Proxy Client\EnableDebugTrace with data type REG_DWORD and value 0x609f.
  3. Start the ProxyClient service. The debug trace is enabled automatically.

Reproducing with All Components Disabled

  1. Rename the three files by adding an ".old" suffix after each file extension. 
    • Proxyclient.dll.old
    • Proxyclintflt.sys.old
    • Proxyclientwebfilter.sys.old
  2. Try to reproduce the issue. If the issue still occurs, note that “ProxyClient No Component” is a positive test.
  3. Upload ProxyClientDC data to Blue Coat.

Reproducing with No Components Disabled

  1. Remove the ".old" suffix from the files you renamed in the previous procedure. The files should now be named:
    • Proxyclient.dll
    • Proxyclintflt.sys
    • Proxyclientwebfilter.sys
  2. Try to reproduce the issue. If the issue still occurs, note that “ProxyClient All Components” is a positive test.
  3. Upload ProxyClientDC data to Blue Coat.

Reproducing with Injection Component Disabled 

  1. Rename Proxyclient.dll to Proxyclient.dll.old.  The files should now be named:
    • Proxyclient.dll.old
    • Proxyclintflt.sys
    • Proxyclientwebfilter.sys
  2. Try to reproduce the issue. If the issue still occurs, note that “ProxyClient Acceleration and WebFilter Components” is a positive test.
  3. Upload ProxyClientDC data to Blue Coat.

Reproducing with Acceleration Component Disabled

  1. (If necessary) Remove the ".old" suffix  from Proxyclient.dll.old.
  2. Rename Proxyclintflt.sys to Proxyclintflt.sys.old. The files should now be named:
    • Proxyclient.dll
    • Proxyclintflt.sys.old
    • Proxyclientwebfilter.sys
  3. Try to reproduce the issue. If the issue still occurs, note that “ProxyClient Injection and WebFilter Components” is a positive test.
  4. Upload ProxyClientDC data to Blue Coat.

Reproducing with WebFilter Component Disabled

  1. (If necessary) Remove the ".old" suffixes from Proxyclient.dll.old and Proxyclintflt.sys.old. 
  2. Rename Proxyclientwebfilter.sys to Proxyclientwebfilter.sys.old. The files should now be named:
    • Proxyclient.dll
    • Proxyclintflt.sys
    • Proxyclientwebfilter.sys.old
  3. Try to reproduce the issue. If the issue still occurs, note that “ProxyClient Injection and Acceleration Components” is a positive test.
  4. Upload ProxyClientDC data to Blue Coat.

Reproducing with WebFilter and Acceleration Components Disabled  

  1. Rename Proxyclintflt.sys to Proxyclintflt.sys.old. The files should now be named:
    • Proxyclient.dll
    • Proxyclintflt.sys.old
    • Proxyclientwebfilter.sys.old
  2. Try to reproduce the issue. If the issue still occurs, note that “ProxyClient Injection Component” is a positive test.
  3. Upload ProxyClientDC data to Blue Coat.

 Reproducing with Injection and WebFilter Components Disabled

  1. (If necessary) Remove the ".old" suffixes from Proxyclient.dll.old and Proxyclintflt.sys.old. 
  2. Rename Proxyclientwebfilter.sys to Proxyclientwebfilter.sys.old. The files should now be named:
    • Proxyclient.dll
    • Proxyclintflt.sys
    • Proxyclientwebfilter.sys.old
  3. Try to reproduce the issue. If the issue still occurs, note that “ProxyClient Injection and Acceleration Components” is a positive test.
  4. Upload ProxyClientDC data to Blue Coat.

Reproducing with Injection and Acceleration Components Disabled  

  1. (If necessary) Remove the ".old" suffix from Proxyclintflt.sys.old.  
  2. Rename Proxyclient.dll.sys to .old.   The files should now be named:
    • Proxyclient.dll
    • Proxyclintflt.sys.old
    • Proxyclientwebfilter.sys
  3. Try to reproduce the issue. If the issue still occurs, note that “ProxyClient WebFilter Component” is a positive test.
  4. Upload ProxyClientDC data to Blue Coat.


Disabling Debugging

  1. Stop the debug trace in the web UI.
  2. In the Registry Editor, delete the HKEY_LOCAL_MACHINE\SOFTWARE\Blue Coat Systems\Proxy Client\EnableDebugTrace key.
  3. Reboot the workstation. 

Updating the SR

Complete the table in Recording Your Results and upload it to your SR for this issue. 


Additional Troubleshooting

Before escalating the case, you can do additional troubleshooting to determine the cause of the issue.

  1. At a command prompt, type regedit.
  2. In the Registry Editor, add the following ADN keys one at a time. Each key has DWORD and the value 1.
    • HKEY_LOCAL_MACHINE\SOFTWARE\Blue Coat Systems\Proxy Client\AdnNoCifs (This turns off CIFS smart proxy.)
    • HKEY_LOCAL_MACHINE\SOFTWARE\Blue Coat Systems\Proxy Client\AdnNoDc (This turns off Data Compression, which can rule out any problems caused by an out-of-sync byte cache causing one set of data to go in to the ProxySG and different data to be reconstructed on the client.)
    • HKEY_LOCAL_MACHINE\SOFTWARE\Blue Coat Systems\Proxy Client\CifsNoAdn (This disables ADN entirely.)
  3. When adding each key, make sure that the other ADN keys are set to 0.
  4. After adding each key and disabling the other keys, reboot the workstation and then try to reproduce the issue.

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