Gather Information for Troubleshooting
View Statistical Details
An administrator or end user can view statistical information for a current Cisco Secure Client session.
Procedure
Step 1 |
On Windows, choose the gear icon on the left of the UI and then navigate to Statistics icon next to the gear. On Linux, click the Details button on the user GUI. . On macOS, choose the |
Step 2 |
Choose from the following options, depending upon the packages that are loaded on the client computer.
|
Run DART to Gather Data for Troubleshooting
DART is the Cisco Secure Client Diagnostics and Reporting Tool that you can use to collect data for troubleshooting Cisco Secure Client installation and connection problems. DART assembles the logs, status, and diagnostic information for Cisco Technical Assistance Center (TAC) analysis. Note that by default, data collection is based on U.S. region format (MM/DD/YY).
Note |
DART requires administrator privileges on macOS, Ubuntu 18.04, and Red Hat 7 to collect logs. |
-
Windows: %LocalAppData%\Cisco\Cisco Secure Client
-
macOS: ~/.cisco/iseposture/log
The following operating systems are supported:
-
Windows
-
macOS
-
Linux
Procedure
Step 1 |
Launch DART:
|
||||
Step 2 |
Click the gear icon and then Diagnostics. |
||||
Step 3 |
Choose Default or Custom bundle creation.
|
||||
Step 4 |
If DART seems to be taking a long time to gather the default list of files, click Cancel, re-run DART, and choose Custom, selecting fewer files. |
||||
Step 5 |
If you chose Default, DART starts creating the bundle. If you chose Custom, continue following the wizard prompts to specify logs, preference files, diagnostic information, and any other customizations. |
Expose UDID in DART
Within the DART CLI, you can display the client's unique device identifier (UDID). For example, with Windows, go to the folder containing dartcli.exe (C:\Program Files\Cisco\Cisco Secure Client) and enter dartcli.exe -u or dartclie.exe -udid.
Collect Logs to Gather Data for Install or Uninstall Issues (for Windows)
If you have an install or uninstall failure with Cisco Secure Client, you need to collect logs, because the DART collection does not have diagnostics for this.
Run the msiexec command in the same directory where you unzipped Cisco Secure Client files:
-
For install failures, enter
where c:\temp\ac-install.log? can be a filename of your choice.C:\temp>msiexec \i cisco-secure-client-win-version-predeploy-k9.msi \lvx c:\Temp\ac-install.log?
-
For uninstall failures, enter
where c:\temp\ac-uninstall.log? can be a filename of your choice.c:\temp>msiexec \x cisco-secure-client-win-version-predeploy-k9.msi /lvx c:\Temp\ac-uninstall.log?
Note |
For uninstall failures, you should use the MSI specific to the version currently installed. |
You can alter the same commands above to capture information about any module on Windows which is not installing or uninstalling correctly.
Get Computer System Info
For Windows type msinfo32 /nfo c:\msinfo.nfo.
Get Systeminfo File Dump
For Windows use the systeminfo command to gather info and store it in the txt file systeminfo > c:\temp\sysinfo.txt .
Check Registry File
An entry in the SetupAPI log file as below indicates a file cannot be found:
E122 Device install failed. Error 2: The system cannot find the file specified.
E154 Class installer failed. Error 2: The system cannot fine the file specified.
Make sure the HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\RunOnce registry key exists. Without this registry key, all INF install packages are forbidden.
Location of Cisco Secure Client Log Files
The logs are retained in the following files:
- Windows—\Windows\Inf\setupapi.app.log or
\Windows\Inf\setupapi.dev.log
Note
In Windows, you must make the hidden files visible.
Because the deployment is manual, you can choose to download the installer file on the web portal and assign your own log filename.
.
If an upgrade was pushed from the gateway, the log file is in the following location:
%WINDIR%\TEMP\cisco-secure-client-win-<version>-core-vpn-webdeploy-k9-install-yyyyyyyyyyyyyy.log.
Obtain the most recent file for the version of the client you want to install. The xxx varies depending on the version, and the yyyyyyyyyyyyyy specifies the date and time of the install.
-
macOS (10.12 and later)—the logging database; use Console app or log command to query logs for VPN, DART, or Umbrella
-
macOS (legacy file based log)—/var/log/system.log for all other modules
-
Linux Ubuntu—/var/log/syslog
-
Linux Red Hat—/var/log/messages
Run DART to Clear Troubleshooting Data
Procedure
Step 1 |
Launch DART with administrator privileges. |
Step 2 |
Click Clear All Logs to start the clearing of the logs. |