Log a Trouble Ticket With BeyondTrust Technical Support

BeyondTrust provides an online knowledge base, as well as telephone and web-based support.

For BeyondTrust Technical Support contact information, please visit www.beyondtrust.com/support.

Before Contacting BeyondTrust Technical Support

To expedite support, collect the following information to provide to BeyondTrust Technical Support:

  • AD Bridge Enterprise version: available in the AD Bridge Enterprise Console by clicking Help > About on the menu bar
  • AD Bridge Enterprise Agent version and build number
  • Linux or Unix version
  • Windows or Windows Server version

If you are contacting BeyondTrust Technical Support about one of the following problems, also provide the diagnostic information specified.

Segmentation Faults

Provide the following information when contacting BeyondTrust Technical Support:

  • Core dump of the AD Bridge application:
    ulimit - c unlimited
  • Exact patch level or exact versions of all installed packages

Program Freezes

Provide the following information when contacting BeyondTrust Technical Support:

  • Debug logs
  • tcpdump
  • An strace of the program

Domain-Join Errors

Provide the following information when contacting BeyondTrust Technical Support:

  • Debug logs: copy the log file from /var/log/pbis-join.log
  • tcpdump

All Active Directory Users Are Missing

Provide the following information when contacting BeyondTrust Technical Support:

  • Run /opt/pbis/bin/get-status
  • Contents of nsswitch.conf

All Active Directory Users Cannot Log On

Provide the following information when contacting BeyondTrust Technical Support:

  • Output of id <user>
  • Output of su -c 'su <user>' <user>
  • lsass debug logs

For more information, please see Generate Debug Logs in the AD Bridge Troubleshooting Guide.

  • Contents of pam.d/pam.conf
  • The sshd and ssh debug logs and syslog

AD Users or Groups are Missing

Provide the following information when contacting BeyondTrust Technical Support:

  • The debug logs for lsass
  • Output for getent passwd or getent group for the missing object
  • Output for id <user> if user
  • tcpdump
  • Copy of lsass cache file.

Poor Performance When Logging On or Looking Up Users

Provide the following information when contacting BeyondTrust Technical Support:

  • Output of id <user>
  • The lsass debug log
  • Copy of lsass cache file.

For more information about the file name and location of the cache files, please see the AD Bridge Linux Administration Guide.

  • tcpdump

Generate a Support Pack

The AD Bridge support script will copy system files that AD Bridge needs to function into an archive. This archive can then be sent to support to assist in the investigation.

Installed location:

/opt/pbis/libexec/pbis-support.pl

Download location:

http://download.beyondtrust.com/pbis/support-pbis/pbis-support.pl