Gather Information for Troubleshooting
View Statistical Details
An administrator or end user can view statistical information for a current AnyConnect session.
On Windows, navigate to Details button on the user GUI.. On Linux, click the
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 AnyConnect Diagnostics and Reporting Tool that you can use to collect data for troubleshooting AnyConnect installation and connection problems. DART assembles the logs, status, and diagnostic information for Cisco Technical Assistance Center (TAC) analysis.
The DART wizard runs on the device that runs AnyConnect. You can launch DART from AnyConnect, or by itself without AnyConnect.
The following operating systems are supported:
Click the Statistics tab and then click Diagnostics.
Choose Default or Custom bundle creation.
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.
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.
Collect Logs to Gather Data for Install or Uninstall Issues (for Windows)
If you have an AnyConnect install or uninstall failure, 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 AnyConnect files:
For install failures, enter
where c:/temp/ac-install.log? can be a filename of your choice.
C:/temp>msiexec /i anyconnect-win-version-pre-deploy-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 anyconnect-win-version-pre-deploy-k9.msi /lvx c:/Temp/ac-install.log?
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 type c:\sysinfo.txt at the sysinfo command prompt.
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 AnyConnect Log Files
The logs are retained in the following files:
- Windows—\Windows\Inf\setupapi.app.log or \Windows\Inf\setupapi.dev.log
In Windows, you must make the hidden files visible.
If this is an initial web deployment install, the log file is located in the per-user temp directory:
If an upgrade was pushed from the optimal gateway, the log file is in the following location:
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 Red Hat—/var/log/messages