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Trustwave Knowledge Base

Home » Knowledgebase » Legacy Products » Secure Web Gateway » FAQ: How to collect support logs from the SWG

FAQ: How to collect support logs from the SWG

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SWG 9.x
SWG 10.x
SWG 11.x


  • Question
    Vital Security for Web provides the administrator with the means to collect debug log information that may be important for troubleshooting process.
    This article describes what should be the steps to collect this information.

  • Answer
    Requirements:

    Collecting support log information requires SSH access to the SWG appliance (All-In-One/Policy Server/Scanning Server) .
    Also, an SFTP client is required in order to transfer the files from the SWG appliance to a local machine.

    1. Login to the SWG limited shell interface using SSH client.

    2. Execute save_support_logs command:

    3. This step may take few minutes and present the following screen when complete:

    It is possible that SSH session will time out before this message shows up.
    Still, the logs are saved in support/info directory.

    4. Now as the logs archive is saved in support/info directory open the SFTP client using SFTP to transfer this file to the local machine.
    Username: support
    • Password: (your admin password to the SWG)

    5. Successful login will result in the following files view:


    6. Open support/info directory and copy support_info.tar.gz file to the local machine :

    7. Provide this file to SWG support upon request.

    This article was previously published as:
    Finjan KB 1851

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