Difference between revisions of "VPN Bug Report Windows"

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(Created page with "== Introduction == This guide describes what information should be included when submitting a VPN Client for Windows bug report to the vpn-help mailing list. Please read this...")
 
 
(4 intermediate revisions by the same user not shown)
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Please include your client and gateway information with each new problem report. The following information should be stated.
 
Please include your client and gateway information with each new problem report. The following information should be stated.
  
* VPN Client Version
+
* VPN Client Version
* Windows OS Version
+
* Windows OS Version
* Gateway Make/Model
+
* Gateway Make/Model
* Gateway OS Version ( if known )
+
* Gateway OS Version ( if known )
  
 
== How to Include Debug Output if Requested ==
 
== How to Include Debug Output if Requested ==
Line 20: Line 20:
 
After posting your initial problem report to the vpn-help mailing list, we may request that you provide additional information. The Shrew Soft VPN Client has several options that can be enabled which produce valuable debug output. This information is often essential to help isolate and resolve a reported problem. To gather this information, perform the following steps.
 
After posting your initial problem report to the vpn-help mailing list, we may request that you provide additional information. The Shrew Soft VPN Client has several options that can be enabled which produce valuable debug output. This information is often essential to help isolate and resolve a reported problem. To gather this information, perform the following steps.
  
==== Enable IKE Service Debug Output ====
+
==== Enable IKE Service Debug Output ====
  
 
To enable the IKE Service debug output, start the VPN Trace application using Administrative privileges and perform the following steps.
 
To enable the IKE Service debug output, start the VPN Trace application using Administrative privileges and perform the following steps.
  
* Click the IKE Service Tab and Stop the Service
+
* Click the IKE Service Tab and Stop the Service
* Open the File Menu and Select Options
+
* Open the File Menu and Select Options
  * Set the Log output level to ''debug''
+
** Set the Log output level to ''debug''
  * Check the ''Enable packet dump of decrypted IKE traffic'' option ( if requested )
+
** Check the ''Enable packet dump of decrypted IKE traffic'' option ( if requested )
  * Click the OK Button
+
** Click the OK Button
* Click the IKE Service Tab and Start the Service
+
* Click the IKE Service Tab and Start the Service
  
==== Reproduce Your Problem ====
+
==== Reproduce Your Problem ====
  
 
While reproducing your problem, the VPN Client will capture the debug output for submission.
 
While reproducing your problem, the VPN Client will capture the debug output for submission.
  
==== Copy IKE Service Debug Output Files ====
+
==== Copy IKE Service Debug Output Files ====
  
 
To make a copy of the IKE Service debug output, start the VPN Trace application using Administrative privileges and perform the following steps.
 
To make a copy of the IKE Service debug output, start the VPN Trace application using Administrative privileges and perform the following steps.
  
* Click the IKE Service Tab and Stop the Service
+
* Click the IKE Service Tab and Stop the Service
* Copy the following files from <VPN Client>\debug to a temporary directory
+
* Copy the following files from <VPN Client>\debug to a temporary directory
  * iked.log
+
** iked.log
  * dump-ike-decrypt.cap
+
** dump-ike-decrypt.cap
  
==== Disable IKE Service Debug Output ====
+
==== Disable IKE Service Debug Output ====
  
 
To disable the IKE Service debug output, start the VPN Trace application using Administrative privileges and perform the following steps.
 
To disable the IKE Service debug output, start the VPN Trace application using Administrative privileges and perform the following steps.
  
* Click the IKE Service Tab and Stop the Service
+
* Click the IKE Service Tab and Stop the Service
* Open the File Menu and Select Options
+
* Open the File Menu and Select Options
  * Set the Log output level to ''none''
+
** Set the Log output level to ''none''
  * Uncheck the ''Enable packet dump of decrypted IKE traffic'' option
+
** Uncheck the ''Enable packet dump of decrypted IKE traffic'' option
  * Click the OK Button
+
** Click the OK Button
* Click the IKE Service Tab and Start the Service
+
* Click the IKE Service Tab and Start the Service
  
==== Archive the Debug Output ====
+
==== Archive the Debug Output ====
  
 
Use [http://www.7-zip.org/ 7zip], [http://www.winzip.com/ Winzip] or a similar utility to store the debug output files in a compressed archive. If you plan to post debug output to the vpn-help mailing list, please be sure to remove sensitive information from log files such as your gateway IP address. Alternately, you can send your archive attachment directly to your Shrew Soft contact in a separate email.
 
Use [http://www.7-zip.org/ 7zip], [http://www.winzip.com/ Winzip] or a similar utility to store the debug output files in a compressed archive. If you plan to post debug output to the vpn-help mailing list, please be sure to remove sensitive information from log files such as your gateway IP address. Alternately, you can send your archive attachment directly to your Shrew Soft contact in a separate email.
Line 63: Line 63:
 
== Example Bug Report ==
 
== Example Bug Report ==
  
{{{
+
Problem:
Problem:
+
 
+
The VPN client fails to connect to my gateway when I have firmware
The VPN client fails to connect to my gateway when I have firmware
+
version 3.7 installed. After clicking connect, the client reports
version 3.7 installed. After clicking connect, the client reports
+
it has received an invalid message from the gateway. Downgrading
it has received an invalid message from the gateway. Downgrading
+
my gateway firmware to version 3.6 allows me to connect again.
my gateway firmware to version 3.6 allows me to connect again.
+
 
+
To Reproduce:
To Reproduce:
+
 
+
Connect to any SuperEX 1510 VPN Gateway using firmware revision 3.7.
Connect to any SuperEX 1510 VPN Gateway using firmware revision 3.7.
+
 
+
VPN Client Version = 2.1.0 RC1
VPN Client Version = 2.1.0 RC1
+
Windows OS Version = Windows XP SP2
Windows OS Version = Windows XP SP2
+
Gateway Make/Model = SuperEX 1510
Gateway Make/Model = SuperEX 1510
+
Gateway OS Version = 3.7
Gateway OS Version = 3.7
+
 
+
debug.zip [attachment]
debug.zip [attachment]
+
\iked.log
\iked.log
+
  dump-ike-decrypt.cap ( if requested )
dump-ike-decrypt.cap ( if requested )
 
}}}
 

Latest revision as of 18:42, 3 September 2012

Introduction

This guide describes what information should be included when submitting a VPN Client for Windows bug report to the vpn-help mailing list. Please read this information carefully as the likelihood of getting a problem corrected is usually directly related to the quality of the bug report being submitted.

Describe Your Problem Clearly

Please describe the problem symptoms and the circumstance under which the problem occurs. It is also very important to note how the problem can be re-produced.

Include Your Client and Gateway Information

Please include your client and gateway information with each new problem report. The following information should be stated.

  • VPN Client Version
  • Windows OS Version
  • Gateway Make/Model
  • Gateway OS Version ( if known )

How to Include Debug Output if Requested

After posting your initial problem report to the vpn-help mailing list, we may request that you provide additional information. The Shrew Soft VPN Client has several options that can be enabled which produce valuable debug output. This information is often essential to help isolate and resolve a reported problem. To gather this information, perform the following steps.

Enable IKE Service Debug Output

To enable the IKE Service debug output, start the VPN Trace application using Administrative privileges and perform the following steps.

  • Click the IKE Service Tab and Stop the Service
  • Open the File Menu and Select Options
    • Set the Log output level to debug
    • Check the Enable packet dump of decrypted IKE traffic option ( if requested )
    • Click the OK Button
  • Click the IKE Service Tab and Start the Service

Reproduce Your Problem

While reproducing your problem, the VPN Client will capture the debug output for submission.

Copy IKE Service Debug Output Files

To make a copy of the IKE Service debug output, start the VPN Trace application using Administrative privileges and perform the following steps.

  • Click the IKE Service Tab and Stop the Service
  • Copy the following files from <VPN Client>\debug to a temporary directory
    • iked.log
    • dump-ike-decrypt.cap

Disable IKE Service Debug Output

To disable the IKE Service debug output, start the VPN Trace application using Administrative privileges and perform the following steps.

  • Click the IKE Service Tab and Stop the Service
  • Open the File Menu and Select Options
    • Set the Log output level to none
    • Uncheck the Enable packet dump of decrypted IKE traffic option
    • Click the OK Button
  • Click the IKE Service Tab and Start the Service

Archive the Debug Output

Use 7zip, Winzip or a similar utility to store the debug output files in a compressed archive. If you plan to post debug output to the vpn-help mailing list, please be sure to remove sensitive information from log files such as your gateway IP address. Alternately, you can send your archive attachment directly to your Shrew Soft contact in a separate email.

NOTE: Never post decrypted binary packet dump information to the mailing list. Also, never post log output using a level higher than debug. This output may include information that could be used to compromise the security of your gateway.

Example Bug Report

Problem:

The VPN client fails to connect to my gateway when I have firmware
version 3.7 installed. After clicking connect, the client reports
it has received an invalid message from the gateway. Downgrading
my gateway firmware to version 3.6 allows me to connect again.

To Reproduce:

Connect to any SuperEX 1510 VPN Gateway using firmware revision 3.7.

VPN Client Version = 2.1.0 RC1
Windows OS Version = Windows XP SP2
Gateway Make/Model = SuperEX 1510
Gateway OS Version = 3.7

debug.zip [attachment]
\iked.log
 dump-ike-decrypt.cap ( if requested )
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