The following information is required for IBM Support to troubleshoot TLS problems with a IBM DataPower Gateway Appliance.
Need Help Opening a Case? See IBM Support for assistance.
Step 1: Gather evidence of the current state of the appliance and its behavior
Copy/paste the following questions and provide the answers:
- Provide detailed problem description, including copy of the error messages
- What's the name of the DataPower service (for example, name of the MPGW) in use?
- IP address of the remote endpoint where the problem is occurring.
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Step 2: Setting up Log Level
*This must be done from the application domain.
Go to: WebGUI -> Control Panel -> Troubleshooting -> Logging section -> Set Log Level to "debug"
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Step 3: Start Packet Capture across all interfaces to capture the issue:
*This must be done from the default domain:
Go to: WebGUI-> Control Panel -> Troubleshooting -> Packet Capture section
Interface Type: All Interfaces
Mode: Continuous
Max Size: 18000
Max Packet Size: 9000
Expression Filter: host #### (where #### is the hostname or IP address of the affected frontend client or backend server)
Log SSL Key = ON
Click Start Packet Capture
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Step 4: Recreate the problem
Send a transaction to recreate the issue.
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Step 5: Stop the Packet Capture
Go to: WebGUI -> Control Panel -> Troubleshooting -> Stop Packet Capture.
Download the packet capture - temporary:///capture.pcap
Download the SSL Key file - logtemp:///sslkeyfile.log
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Step 6: Generate an Error Report
WebGUI -> Control Panel -> Troubleshooting -> Reporting Section -> click 'Generate Error Report'
Download the error-report from the temporary directory.
Look for a file with the pattern error-report.{appliance serial number}.{YYYYMMDDHHMMSSSSS}EST.txt.gz.
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Step 7: Upload the files to the IBM Datapower support case -
https://www.secure.ecurep.ibm.com/app/upload_sf
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