Enabling Debug Logging for the VM Access Proxy

The Snow Commander VM Access Proxy allows users outside your firewall to connect to VMs within your network via Snow Commander or the Service Portal. If you experience connection issues, you may need to enable debug logging to provide detailed operational information for troubleshooting. Follow the steps below to enable debug logging, based on your version of the VM Access Proxy.

For VM Access Proxy versions 3.4 and later

1. Log in to the Ubuntu 20.4 server hosting the VM Access Proxy solution.
2. Open the log configuration file:

   sudo vi /var/data/conf/log4j2.xml

3. Change the root level logger from INFO to DEBUG.
4. Press ESC and then enter 

   :wq

    to save and quit.
5. Restart the containers by issuing the commands:

   sudo docker restart "remote access"  
   sudo docker restart guacd

6. Allow five minutes for the system to re-initialize.
7. Establish both a working connection and a non-working connection (if possible) with debug logging enabled and note the IP addresses and machine names. Provide these details to technical support.
8. After providing the log files to support, revert the logging level to INFO by following the same procedure.

For VM Access Proxy versions 3.3 and earlier

1. Log in to the VM Access Proxy appliance:
   • Username: vcommander
   • Password: gRHrB211
2. Stop the Tomcat service:

   sudo service tomcat8 stop

   Enter the password when prompted.
3. Edit the logging configuration file:

   sudo vi /var/lib/tomcat7/common/classes/log4j.properties

4. Locate the line:

   embotics.rootLogger=INFO,F1

   Use the [Delete] key to remove characters back to the equals sign.
5. Enter insert mode and update the line:

   *a  
   embotics.rootLogger=DEBUG,F1

6. Press ESC and then enter 

   :wq!

   to save and quit.
7. Start the Tomcat service:

   sudo service tomcat8 start

   Enter the password when prompted.
8. Establish working and non-working connections as described above and provide logs to technical support.
9. Restore the logging level to INFO by following the same procedure.

Outcome

Debug logging is enabled on the VM Access Proxy, providing detailed operational data for troubleshooting purposes.