Article Number
000032944
Applies To
RSA Product Set: SecurID
RSA Product/Service Type: RSA Authentication Agent
RSA Version/Condition: 7.3.x or later
Platform: Windows
Issue
This article explains how to collect data from an RSA Authentication Agent 7.x for Windows for troubleshooting. This is helpful if a customer is experiencing a technical issue with a deployed RSA Authentication Agent 7.x for Windows on a supported Windows platform.
Resolution
RSA 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:
- Download the RSAAgent_CollectData.zip from this article.
- Unzip the RSAAgent_CollectData.zip file into a temporary folder.
- 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.
- In the RSAAgent_CollectData folder enter the command RSAAgent_DataCollect.cmd and press Enter. For 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 . . .
- The output is placed in a file called output.txt which is found in a folder called C:\ACE_CHECK_TEMP.
- Administrators are advised to encrypt and password protect output.txt before passing the data to RSA Customer Support.
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.
Notes
Where 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.
