Implementation Guide › Diagnose Implementation Issues › Work with Support › Policy Server Crash

Policy Server Crash

If the Policy Server has crashed, the following lists the information that helps Support probe for additional details. This information is not required to open a Support ticket, but is information that Support is likely to request. If you provide this information initially, it can reduce the amount of time it takes Support to resolve the issue.

1. Provide environment information.
2. Describe the problem in as much detail as possible. For example:
   • How often the process is crashing.
   • The number of times the crash has occurred.
   • A description of what was happening on the server when it crashed.
   • The steps to reproduce the crash.
3. Attach the UNIX core file or Windows dump file. If you are attaching these files, consider the following:
   • (UNIX) If possible, provide a packaged core.
   • (Windows) Be sure that this file is a full dump file and not mini dumps produced by a program error debugging tool.
4. Attach the policy store data.
5. Attach the Policy Server log and the Policy Server audit log.
6. Modify the Policy Server trace log output.
7. Attach the Policy Server profiler log.

   Note: If you are attaching log files, be sure that the set of files match and that all are from the same time as when the issue occurred.