How To
Summary
This page will give you the base necessary information for opening a ticket relating to Cloud Extender Certificate Integration Module
Steps
- Account: Account Name
- Issue: Brief description of the issue
- Details: An in depth description of the issue
- What are you trying to do, versus what it is that you are experiencing in our system.
- Can you replicate the issue with another user?
- If so, how did you replicate the issue?
- Approximately when did the issue occur? (for locating the issue within the logs.)
- T/S: A detailed step by step process to troubleshoot the issue.
- This should include the steps taken as well as the result of these steps.
- Error from CE logs: Any error message observed in the EMSAgent logs
- To locate, download and unzip logs.
- Open EMAgent logs within Notepad++
- Using Ctrl+F, search for "Error" and take note of results.
- CA Version: What type of Certificate Authority are you using?
- Device Cert Type: MS Scep, Symantic, Entrust
- Successful Cert Test from Config Tool completed?
- User Cert Type: MS AD, Entrust
- For MS AD, does the user have a pre-existing cert published to their AD record?
- Cert Template Name(s) being used: What templates from the Config Tool are you using in the testing?
- Module Version: What Version of the Certificate Integration module are you using?
- Reg Keys: Are there any applied Reg keys that effect how the module functions?
- ignoreServerCertErrors.reg etc
- Username: Portal username of device being troubleshot
- Device Name: Portal device name of device being troubleshot
- Make/Model: Make and model of device being troubleshot
- OS Version: Operating system version of the device
- MDM/Persona Policy: Persona Policy assigned to the device being troubleshot or involved in the issue
- Number of affected devices : To determine the impact of the issue
- Diagnostic Logs: Attach Cloud Extender logs from the CE being troubleshot or involved in the issue
- Logs must be taken including the time when the issue happened.
- If there are multiple sets of logs, explain the purpose and origin of each (multiple CE's, different dates, etc.).
- Device Logs: Attach device logs from the device being troubleshot or involved in the issue
- Logs must be taken including the time when the issue happened.<link to be included>
Related Information
Document Location
Worldwide
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Document Information
Modified date:
15 March 2019
UID
ibm10870926