Enabling Debug Logging for the VM Access Proxy

The Commander VM Access Proxy is a solution deployed to allow users outside your firewall to connect to VMs inside the firewall from Commander or the Service Portal. Prior to VM Access Proxy version 3.4, the solution was delivered as an appliance deployed onto your local infrastructure. As of VM Access Proxy version 3.4 and later, the solution is delivered via Docker pulling down the required images from the Snow repository. 

Snow recommends that you keep your VM Access Proxy updated and current. Version 3.7 corrects significant security issues so any versions prior to this should be replaced. 

If you experience any connection issues when using the Commander® VM Access Proxy, Snow Technical Support may request that you provide logs to assist in troubleshooting. Under some circumstances, you may also be asked to turn up the logging level to debug, which includes much greater detail about operations. To do so, follow the steps below.
 

Enabling Debug on Versions 3.4 and Later
Enabling Debug on Versions 3.3 and Earlier

 

Enabling Debug on Versions 3.4 and Later

Follow this procedure to enable DEBUG logging on the VM Access Proxy versions 3.4 and later:

1. Login to the Ubuntu 20.4 server hosting the solution.
2. issue the command:

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

3. Edit the Root level logger from INFO to DEBUG:

4. Hit ESC and enter :wq to save and quit. 
5. Issue the commands: 

sudo docker restart remote access
sudo docker restart guacd

6. Allow 5 minutes for the system to re-initialize. 

Typically, it's a good idea to establish a working connection (if possible) as well as a non-working connection with DEBUG turned on. Note the IP addresses and names of each machine so that Snow Technical Support can locate the correct lines in the log file. 

After you have provided Snow Technical Support with the log files, return the logging to INFO level following the same procedure. 
 

Enabling Debug on Versions 3.3 and Earlier

Note: For VM Access Proxy 3.0 - 3.3 replace tomcat7 references in this prcedure with tomcat8.

1. Login to the VM Access Proxy appliance:
   Username - vcommander

   Password - gRHrB211
   
   
   
   2. Issue the command sudo service tomcat7 stop, enter the password when prompted.
   
   
   
   3. Issue the command:
    sudo vi /var/lib/tomcat7/common/classes/log4j.properties.
   
   4. Position the cursor at the end of the line which reads embotics.rootLogger=INFO,F1. Use the [Delete] key to remove characters back to the equals sign.
   
   5. Issue the command:
   *a 
   which tells the vi editor you wish to insert new text after the cursor. Change the line so it reads: embotics.rootLogger=DEBUG,F1
   
   6. Press the [ESC] key to quit inserting text and issue the command :wq!
   
   7. Issue the command:
   sudo service tomcat7 start, enter the password when prompted.
   
   
    

Typically, it's a good idea to establish a working connection (if possible) as well as a non-working connection with DEBUG turned on. Note the IP addresses and names of each machine so that Snow Technical Support can locate the correct lines in the log file. 

After you have provided Snow Technical Support with the log files, return the logging to INFO level following the same procedure.