This chapter describes the Cisco SSC Release 5.0 log file, the log message formats, the log packager utility, steps to take when you discover a problem with the SSC client, and frequently asked questions. This chapter contains these sections:
•Frequently Asked Questions
Cisco SSC Release 5.0 creates log files that contain client action sequences to help you troubleshoot client problems. The log file is called CurrentLog.txt and is located in Documents And Settings/All Users/Application Data/Cisco/Cisco Secure Services Client/logs. You might also see a file called PreviousLog.txt in the same folder, which is the previous log file. When the CurrentLog.txt file exceeds 2 Mb or when the client is restarted, the existing log file is renamed to PreviousLog.txt and a new log file is created.
These files contain different levels of log messages with these formats:
•%CSSC-3-ERROR_MSG—an error log message used to indicate an exception that prevents normal processing.
•%CSSC-4-WARNING_MSG—a warning log message used to indicate a client state that is insecure or unexpected but that still allows processing.
•%CSSC-6-INFO_MSG—an informational log message used to indicate a client state that is part of normal processing.
•%CSSC-7-DEBUG_MSG—a debug log message that is useful for the support team.
You can use any commonly used scripting tool to parse the log file to identify any error, warning or information messages you are interested in. Refer to Appendix B, "Cisco Secure Client Services Release 5.0 Log Messages," for a description of the error, warning and information messages provided by SSC Release 5.0.
SSC Release 5.0 comes with a tool called Log Packager that collects all relevant system information, including client information, to aid the support team to help you resolve client problems. The information in the report includes client logs, client configurations, license information and adapter information.
This tool is available as a .msi file called Cisco_Client_Utilities_2KXP-1_0_0_0.msi on the Cisco SSC product software download page on Cisco.com.
Note You must register or be a registered user of Cisco.com to download product software.
Follow these instructions to obtain the .msi file:
Step 1 Use your Web browser to browse to this URL:
Step 2 Click Client Adapters and Client Software > Cisco Secure Services Client v5.0 and login or register to Cisco.com.
Step 3 Click Windows XP or Windows 2000 and the Select a Release page displays.
Step 4 Click 5.0.0 under Latest Releases.
Step 5 Click Cisco_Client_Utilities_2KXP-1_0_0_0.msi and the Downloads page displays.
Step 6 Click Download and agree to the software license agreement.
Step 7 Enter your username and password at the log-on prompt.
Step 8 Follow the prompts to download the software to your PC.
You can use any of your deployment methods to get this package on your enterprise end-systems.
When you experience a problem with Cisco SSC client Release 5.0 that you are not able to resolve, please perform these operations prior to contacting Cisco support:
1. Install the Log Packager tool on the system experiencing problems. Once installed, the tool is available from Start > All Programs > Cisco.
2. Start the Log Packager tool and click the Collect Data button.
3. When the log packager has completed collecting data, it produces a new zip file called CiscoSupportReport.zip on your desktop. Alternatively, you can also click on the Locate Report file button once it becomes active to go directly to the zip file. This file is needed when you contact Cisco support.
For instructions on contacting Cisco support refer to the "Obtaining Documentation, Obtaining Support, and Security Guidelines" section on page -vi.
Frequently Asked Questions
Q. How do I configure an 802.1x network?
A. Recommended: Download the management utility (refer to the "Distribution Package Utilities" section on page 1-4), unzip the file and run the sscManagementUtility.exe included in the package.
Q. How come when I press connect it doesn't connect to the network I have selected?
A. CSSC should always try to connect to the network you've selected. If the connection attempt fails, CSSC moves to the next network in the list. This continues until a connection is established. If you want it to connect to a specific network, right click on the network, and choose Connect exclusively.