Troubleshooting - Basic Strategies And Tips

When trying to analyze a problem, you can also collect and analyze tracing Information.

OneSpan Authentication Server offers tracing for troubleshooting purposes. The level of tracing used by OneSpan Authentication Server can be configured using the Configuration Utility. Tracing messages will be recorded to a text file, and the trace log files can be rotated according to their age or size.

We strongly recommend to use the tracing feature only for troubleshooting purposes, and to disable it when OneSpan Authentication Server is used in production mode to enhance server performance.

To configure tracing

1. Start the Configuration Utility.
2. Select either Basic Tracing or Full Tracing
3. Enter the path and name of the file to which tracing information should be written, or use the default.
4. Click OK.

You can attempt a logon, and verify the trace file for information about the start conditions of OneSpan Authentication Server and of the logon attempt.

When tracing is enabled in OneSpan Authentication Server, the system creates a diagnostic log file. This file is a binary log file that contains the same information as the text log file. It is used by OneSpan technical support staff.

The diagnostic log file is created in the following location:

• Windows: %PROGRAMDATA%\VASCO\IDENTIKEY\Log\Diag.vlog
• Linux: /var/log/vasco/identikey/Diag.vlog

When troubleshooting Message Delivery Component (MDC), keep in mind that this component has its own tracing component (see Using the MDC Configuration Utility).