Collecting the following information before contacting the support team helps resolve the problem faster. Run the commands in the SignLogger CLI from the appliance console or over SSH and attach the output to your support request. For details of the commands, see the SignLogger CLI User Guide.
Note: Some of the commands require permission to view services and logs on your account. Before sharing the output, check whether it contains information specific to your organisation (user names, internal IP addresses).
General status
get system version
get system status
diagnose health scan
get log store statusget system version— software version and build information.get system status— overall status of the appliance (version, resources, uptime).diagnose health scan— automatically looks for common problems (full disk, low memory, panel access, etc.) and gives recommendations.get log store status— health and index status of the Log Search DB.
Recent system log
get log system 200Shows the last 200 lines of the appliance's system log. If the problem occurred at a specific time, you can increase the number of lines (up to 5000).
Log of a specific service
Replace <servis> with the service related to the problem. Optionally, you can give a number of lines and a search word (filter):
get system service status <servis>
get log service-filter <servis> 200 hata| Problem area | Service name |
|---|---|
| Management panel | server_settings |
| Captive portal / hotspot | captive-portal |
| NAC policies | radius-nac-daemon |
| Reports | ela_query |
| Log collection (syslog) | rsyslog |
To see all service names, use the get system service list command or type get system service status and press TAB. In the example, hata is the Turkish word for “error”; you can use any word you are looking for.
Network
diagnose netlink route <hedef>
diagnose ip arp list
diagnose test connectivity <hedef>diagnose netlink route <hedef>— which route and interface traffic to the target (hedef) leaves through.diagnose ip arp list— the appliance's neighbour (ARP/NDP) table.diagnose test connectivity <hedef>— name resolution and ping test for the target.
Packet capture
Summarises traffic with an address for 60 seconds. Only packet headers are processed; packet contents are not recorded:
diagnose sniffer packet any sn=60 host <ip> port <port>For example, if logs are not arriving from a firewall, enter the firewall's address as host and the syslog port (e.g. 514) as port.
Also state
- When the problem started and the last change made (update, configuration or network change).
- The affected page or feature and a screenshot.
- Whether the problem occurs all the time or intermittently.
Frequently Asked Questions
What information should I collect before opening a SignLogger support request?
Attach at least the output of get system version, get system status, diagnose health scan and get log system 200, when the problem started, the last change made and a screenshot. If the problem is in a specific feature, also attach that service's log.
How do I get the log of a service?
The get log service-filter <servis> 200 <word> command searches the last 200 lines of the service. You can see the service names with get system service list.
Does packet capture record customer data?
No. diagnose sniffer packet only summarises packet headers and prints them to the screen; packet contents are not recorded and nothing is written to disk.