000032944 - How to collect data from an RSA Authentication Agent 7.2 for Windows for troubleshooting

Document created by RSA Customer Support Employee on Jun 14, 2016Last modified by RSA Customer Support Employee on Apr 21, 2017
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Article Number000032944
Applies ToRSA Product Set : SecurID
RSA Product/Service Type : RSA Authentication Agent
RSA Version/Condition: 7.2.1 or later
Platform : Windows
 
IssueCustomer is experiencing a technical issue with a deployed RSA Authentication Agent 7.x for Windows on a supported Windows platform.
ResolutionRSA Customer Support will require an administrator to collect as much information from a supported Windows platform that is hosting the RSA Authentication Agent 7.x for Windows software and the zip file attached to this RSA knowledge article will assist the administrator with this task.
Instructions:
  1. Download the RSAAgent_CollectData.zip from this RSA knowledge article.
  2. Unzip the RSAAgent_CollectData.zip file into a temporary folder.
  3. Use  'Run as administrator' to open a command prompt and navigate into the RSAAgent_CollectData folder created by unpacking of the zip file RSAAgent_CollectData.zip.
  4. In the RSAAgent_CollectData folder enter the command RSAAgent_DataCollect.cmd and press Enter.
Example:


                RSA Customer Support Asia Pacific
                  system tests version 5.0.89
                  ===========================

ACE/Server location configured as C:\ACE_CHECK_TEMP
Temporary workspace set to C:\ACE_CHECK_TEMP

Data sent to C:\ACE_CHECK_TEMP\output.txt.
Analysing system ...
Please wait ...
 13:24:30.09 Generating basic system details
 13:24:30.28 Name resolution checks for this system called AUCSBELLM1L1C
 13:24:30.31 Netstat -a
 13:25:02.63 Netstat -aon
 13:25:02.67 Netstat -r
 13:25:02.82 Reading hosts file
 13:25:02.82 Reading services file
 13:25:02.83 bootcfg /query
 13:25:02.87 bootcfg /query
 13:25:02.89 systeminfo
 13:25:46.38 tasklist /v
 13:25:46.73 tasklist /m
 13:25:47.19 tasklist /svc
 13:25:47.48 netsh firewall show config
 13:25:48.10 netsh advfirewall show
 13:25:48.66 netsh firewall show state
 13:25:48.84 netsh firewall show logging
 13:25:49.00 Read registry key  HKEY_LOCAL_MACHINE\Software\Microsoft\Windows NT\CurrentVersion\WinLogon
 13:25:49.07 Read registry key  HKEY_LOCAL_MACHINE\System\CurrentControlSet\Services\TCPIP\Parameters\DatabasePath
 13:25:49.11 Read registry key  HKEY_LOCAL_MACHINE\SOFTWARE\RSA
 13:25:49.15 Read registry key  HKEY_LOCAL_MACHINE\Software\RSA Security
 13:25:49.19 Read registry key  HKEY_LOCAL_MACHINE\Software\RSA Security Inc.
 13:25:49.21 Read registry key  HKEY_LOCAL_MACHINE\Software\RSASecurity
 13:25:49.24 Read registry key  HKEY_LOCAL_MACHINE\Software\SDTI
 13:25:49.27 Read registry key  HKEY_LOCAL_MACHINE\Software\3GI
 13:25:49.30 Read registry key  HKEY_LOCAL_MACHINE\SOFTWARE\RSA Security\RSA SecurID Passage
 13:25:49.33 Acquiring agent data
 13:25:51.44 Generating policy information
 13:25:55.46 Running MSINFO32.EXE - this could take some time
 13:27:56.49 Checking for names file
 13:27:56.49 No names file found
 13:27:56.50 Checking for addrs file
 13:27:56.50 No addrs file found
Analysis Done.
Data sent to C:\ACE_CHECK_TEMP\output.txt.
Press any key to continue . . .


  1. The output is placed in a file called output.txt which is found in a folder called C:\ACE_CHECK_TEMP.
  2. Administrators are advised to encrypt and password protect output.txt before passing the data to RSA Customer Support.
NOTE: Remember to provide RSA Customer Support the password in a separate communication and not in the same email as that used to send the data.
NotesWhere the C:\ACE_CHECK_TEMP folder already exists the message 'A subdirectory or file ACE_CHECK_TEMP already exists.' is seen at the top of the open window when running RSAAgent_CollectData.cmd.

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