AV Rule Troubleshooting
When troubleshooting AV Rules, please provide the following information:
1. Version of CAS, CAM, and Clean Access Agent.
2. Name and version of AV vendor.
3. What is failingAV installation check or AV update checks? What is the error message?
4. What is the current value of the AV def date/version on the failing client machine?
5. What is the corresponding value of the AV def date/version being checked for on the CAM? (see Device Management > Clean Access > Clean Access Agent > Rules > Agent-AV Support Info)
6. What is the client OS?
Follow these steps to troubleshoot.
Administration > CCA Manager > Support Logs
Device Management > CCA Servers > IPaddress > Misc > Support Logs
For releases prior to 3.5(3), contact TAC for assistance on manually creating the support logs.
Enable Debug Logging on the Clean Access Agent
You can enable debug logging on the Clean Access Agent by adding a registry value on the client in HKLM\Software\Cisco\Clean Access Agent\LogLevel with value "debug."
The event log will be created in the installation directory of the Clean Access Agent. You can copy this event log to include it in a customer support case.
To generate the Clean Access Agent debug log:
1. Exit the Clean Access Agent on the client by right-clicking the taskbar icon and selecting Exit.
2. Edit the registry of the client by going to Start > Run and typing regedit in the Open: field of the Run dialog. The Registry Editor opens.
3. In the Registry Editor, navigate to HKEY_LOCAL_MACHINE\Software\Cisco\Clean Access Agent\
4. If "LogLevel" is not already present in the directory, go to Edit > New > String Value and add a String to the Clean Access Agent Key called LogLevel.
5. Right-click LogLevel and select Modify. The Edit String dialog appears.
6. Type debug in the Value data field and click OK (this sets the value of the LogLevel string to "debug").
7. Restart the Clean Access Agent by double-clicking the desktop shortcut.
8. Re-login to the Clean Access Agent.
9. When a requirement fails, click the Cancel button in the Clean Access Agent.
10. Take the resulting "event.log" file from the installation directory (C:\Program Files\Cisco Systems\Clean Access Agent\) and send it to TAC customer support.
