--- description: How to enable the debug mode, contact support, and reinitialize the KM from the web console. --- # Troubleshoot Storage Analyzer > This chapter describes the basic troubleshooting steps to follow before contacting Customer Support. On this Page - [Troubleshoot Storage Analyzer](#troubleshoot-storage-analyzer) - [Performing the First Troubleshooting Steps](#performing-the-first-troubleshooting-steps) - [Contacting Customer Support](#contacting-customer-support) - [Reinitializing Storage Analyzer](#reinitializing-storage-analyzer) - [SI Launcher](#si-launcher) ## Performing the First Troubleshooting Steps If you encounter issues while using the **Storage Analyzer KM**, please complete the following steps: 1. Verify that the latest version of the [Storage Intelligence Library](https://www.sentrysoftware.com/docs/storage-intelligence-library/latest/release-notes.html) is installed on the managed system. 2. Search the [Sentry Software's knowledge base](https://kb.sentrysoftware.com/) for solutions for this specific issue. 3. [Reinitialize](./troubleshooting-webui.html#reinitialize) **Storage Analyzer**. ## Contacting Customer Support If none of the above steps resolve the issue, please contact Customer Support for assistance. Before contacting our Customer Support, make sure that you have the following information available: - Product information - Debug logs ### Product Information To obtain: - the **Storage Analyzer** version, click **KMs > Storage Analyzer** - detailed information about the **Storage AnalyzerKM**: - Click the **Console** menu - From the tree view, select the **Storage Analyzer** entry - In the right pane, click the **DETAILS** button. ### Enabling Debug When you encounter an issue and wish to report it to Sentry Software, you will be asked to enable the **Debug** mode and provide the following files to the Sentry Software Support team: - **`SKM___debug_km_.log`**: logs the discovery and collect operations of the monitored endpoint - **`SKM__CollectionHub__.log`**: logs the operations of the *Collection Hub*, the interface between PSL and the Java engine - **`SKM__CollectionHub__.log`**: logs the operations of the Java engine of the *Collection Hub*. *Note:`` is the session number suffixed with a random color (e.g.: `1-Spring-Green`, `11-Cyan`, etc.)* To enable the Debug mode, go to **KMs > Storage Analyzer > KM Debug** ![Debug Mode](./images/skm_ui_debug.png) From there, you can either enable debug for all your endpoints by clicking **ENABLE ALL** or for some specific endpoints. In that case, expand the **ENDPOINTS** sub-section and turn **ON** debug for the hosts of your choice. Then, indicate the time after which the debug mode will be disabled. By default, all debug logs generated during a session are compressed to a single file when the time specified is reached or when debug is manually disabled (`SKM__debug__.tar.gz` on UNIX/Linux, `SKM__debug__.zip` on Windows. `` and `` correspond to the PATROL Agent hostname and port). If you do not want an archive to be created, turn **OFF** the **Compress Debug Files** option. Debug files are saved to the `$PATROL_HOME/log` (on UNIX/Linux) or the `%PATROL_HOME%\log` (on Windows) directory. You can also download them directly from the Web Console, under **Debug Files**. ## Reinitializing Storage Analyzer When **Storage Analyzer** stops working properly or starts behaving in an unexpected manner (displays components as missing that you know are present, does not detect components as it should, stops collecting regularly, etc.), it is recommended to reinitialize the configuration and let the KM re-start monitoring from scratch. **To reinitialize the KM** 1. Select **KMs > Storage Analyzer > KM Settings > Reinitialize** 2. Click the **Reinitialize…** button. 3. Select the options as per your specific needs: Reset KM Settings: - *Reset All*: Enables/disables the reset of all the listed settings except for *Reset Alert Thresholds*. - *Reset Collection Intervals*: Removes all user-defined frequencies for discovery and polling processes to their default values (respectively 1 hour and 2 minutes). - *Reset Alert Messages*: Removes all manually set Alert Messages and reverts to basic default messages. i.e. Trigger a PATROL event and Annotate a parameter graph. - *Reset Other Alert Settings*: Reverts missing device alert settings to the default **Storage Analyzer** values. - *Reset Debug Mode*: Deactivates the debug mode when it was enabled and resets settings to default. - *Reset Java Settings*: Removes the custom Java settings (path and credentials). The KM will try to automatically find a suitable JRE. ![Reinitializing the KM](./images/skm_ui_reinitialize.png) 4. Click **Reinitialize**. ## SI Launcher > This tool should be used **only upon request of a Sentry Software Support Representative**. The **SI Launcher** is designed to instantly perform discoveries and collects on a specific supported storage platform (.si). This can be particularly useful when Sentry Software Support needs to get information about your monitoring environment without waiting for a debug log. ### Prerequisites - Java 1.8 or higher - `Silicium-launcher-tool.jar`. This file is automatically installed along with the **Storage AnalyzerKM**. - The .si files provided by the Support Team: - Unzip the archive in a dedicated folder (typically where the `Silicium-launcher-tool.jar` is stored), or - Copy the .si files from the folder created upon the **Storage Analyzer** installation process, typically: `\Patrol3\lib\si` for Windows systems or `/opt/bmc/Patrol3/lib/si` for UNIX/Linux systems. ### SI Launcher Execution Launch a Command Prompt from the folder where Java is stored and enter: ``` java -jar silicium-launcher-tool-.jar -f <.si name> --url -u . ``` *Example: `java -jar silicium-launcher-tool-1.9.00.jar -f DellEMC-Isilon-REST.si --url https://host:8080 -u admin`.* #### Mandatory Arguments - `-f` = name of the .si file corresponding to the storage system (ex: DellEMC-Isilon-REST.si). - `--url` = url of the storage system including its port (ex: [https://host:8080](https://host:8080)). - `-u` = username (ex: admin). - `-a service.period` = internal engine collection interval used for the collect job cycle). Default is 300000 milliseconds (5 minutes). #### Optional Arguments: - `-j` = Job (request) type, that is -d(discovery), -f(full collect), -p(partial collect). When the job type is not specified the **SI Launcher** executes a discovery and a full collect. - `-?` = displays the list of valid arguments and some examples. ### SI Launcher Results By default, the **SI Launcher** creates a zipped file containing: - an `.si` file that is the storage platform file on which the command is executed. - a `.log` file that provides details about the command execution (the .log file is not generated if the -debug argument is set to “none”). - a `.json` file that contains the data retrieved by the command. ![SI Launcher Results](./images/skm_si_launcher_results.png)