When an issue is encountered while using the Identity Finder Enterprise Console, it will be necessary to gather sufficient logging and diagnostic information to resolve the issue or request assistance from the support team. If this issue is a general usage or configuration question, please request the appropriate assistance.
To obtain the necessary information to diagnose and resolve the issue, perform the following steps:
- Please read the article, Getting Started with the Enterprise Suite, to ensure that the console has been set up properly, that the client(s) have been installed with the endpoint service, and that the appropriate settings have been installed on the endpoint(s) to ensure successful communication between the clients and the console.
- Ensure that the client and console software are the latest release versions as the issue may have already been resolved. Additionally, when using the latest version of the software, it is much easier for the support team to diagnose issues.
- Ensure that the console server is configured with the necessary IIS Roles and Role Services.
- If the issue is related to the client (e.g., communication between the client and console):
- Please check the Client log for errors. To review the logs on Windows, select the Configuration tab, click the down-arrow on the Logging button and select View Current Log. For Identity Finder for Mac, use Finder to navigate to the user folder: /Users/USERNAME/Library/Application Support/Identity Finder/Identity Finder Mac Edition/logs where USERNAME is the name of the currently logged on user. To ensure that logging is enabled and configured properly, please perform the basic troubleshooting steps for the client.
- Follow the steps detailed in the KB article entitled, "Endpoints Fail to be Displayed in the Console".
- If the problem remains unresolved, please gather the following information:
- Relevant screen captures that show the issue. This will provide exact wording of error messages and an indication of the error, setting, or other configuration option allowing the support team to quickly identify the specific issue.
- A list of resources consulted (e.g., documents, kb articles). This will allow the support team to understand the steps taken to resolve the issue and will eliminate any unnecessary instructions. Additionally, this will allow the support team to update any relevant documentation after the issue is resolved to make it easier for other customers to get help.
- Client log(s). As noted in Step 3 above, there should be a detailed log from the run where the undesirable/unexpected behavior occurred. Providing this log will allow the support team to get a better understanding of the search execution. Use the Gather Data function to obtain the relevant information.
- Endpoint Service logs. The Endpoint Service log on Windows is named, "endpointservice.log" and is located in the installation directory of the Identity Finder Client, which by default is:
C:\Program Files\Identity Finder 4. On Mac, the log is located in /Users/USERNAME/Library/Application Support/Identity Finder/Identity Finder Mac Edition/logs where USERNAME is the name of the currently logged on user. These logs provide technical information related to communication, scheduling, and policies.
- Server logs. The logs from the enterprise console assist the support team in diagnosing configuration and application errors on the server. Use the Gather Data function of the console administrator tool to obtain the relevant information.
- A detailed description of the steps taken, the behavior observed, and an explanation of the issue to be resolved. This will allow the support team to attempt to replicate the issue and provide as detailed a resolution as possible.
Once all of the documentation is gathered, open a support ticket and include everything in the Description field of the ticket or as attachments, as appropriate. To submit attachments, it is necessary to first register with the support portal.