Implementation Guide › Diagnose Implementation Issues › Work with Support › Functional Issues

Functional Issues

A functional issue is defined as an issue where SiteMinder is not performing as detailed by the documentation. If you are experiencing a functional issue, 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. Gather environment information.
2. Describe the problem in as much detail as possible, including the steps to reproduce the issue.
3. Attach logs:
   • (Policy Server) If you are experiencing a Policy Server issue, attach the Policy Server log and the Policy Server audit log.
   • (Web Agent) If you are experiencing a Web Agent issue, attach the Web Agent log and the web server error 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.

4. Export the policy store to a SiteMinder data information file (smdif) and attach the file.

   Note: For more information about exporting the policy store, see the Policy Server Administration Guide.

5. Attach logs:
   • (Policy Server) If you are experiencing a Policy Server issue, attach the Policy Server profiler log.
   • (Web Agent) If you are experiencing a Web Agent issue, attach the Web Agent trace log and the web server access log.