If there are issues that require Heimdall support assistance, please follow the following directions (as appropriate)--please note, most debugging should be done in low-traffic scenarios for best results.
- If the queries being made are particularly sensitive, enable "paranoia" mode on the vdb in question (this will hide the actual SQL being generated, so should only be enabled if necessary):
- Enable verbose debugging on the VDB experiencing the issue (Note, this will add some extra load on the proxy and central manager, in particular if under high load)
- Delete the logs prior to reproducing the issue:
If a packet trace is requested, please follow one of the next two steps as appropriate:
- On Linux/Mac/Unix systems: If requested, please capture packets on the system the proxy resides on, including the ports for both the proxy port and the port the database resides on.
Using tcpdump (on most Unix-like system):
tcpdump -iany -s0 -wcapture.pcap tcp port <proxy port> or tcp port <database port>
If both ports are the same, i.e. 1433 for SQL Server, then only one port is necessary, i.e.:
tcpdump -iany -s0 -wcapture.pcap tcp port <proxy port>
Note: capture.pcap will be the filename saved--it may be necessary to download this using a tool such as scp, winscp (https://winscp.net/eng/download.php), or filezilla (https://filezilla-project.org/) in order to e-mail this file
On Windows: Install Wireshark or a similar packet capture tool (https://www.wireshark.org/download.html) and start a packet capture for the proxy and database ports. Note: If the proxy is on the same system as the application and/or database, then capturing the "loopback" interface is necessary. Please contact support for assistance if necessary with this.
Reproduce the problem, preferably with a minimum amount of traffic being generated, and note the time the reproduction was successful, including timezone, to include in the problem report
If necessary, terminate the packet capture (CTRL-C for tcpdump, or the stop button in Wireshark)
Disable debug mode in the VDB
Download the logs from the Log or Analytics tab, and e-mail them and any packet capture generated to email@example.com, and include a description of the problem, any screenshots that are relevant of the behavior. If the traces or logs are too large (generally ~20MB), please use a file sharing site such as Google Drive or Dropbox to share a link to the files for analysis.