How To: Obtain diagnostic logs from Umbrella Chromebook (SWG) Client

Overview

This article explains how to get diagnostic logging from the Umbrella Chromebook (SWG) client when requested by Umbrella support.   

Pre-Requisite - Accessing the Extension Console

To follow these instructions 'Developer Mode' must be enabled.  (NB: This may have been disabled in the Google Admin Console.)

• In a Chrome browser window, open the chrome://extensions page and ensure 'Developer Mode' is enabled in the top-right hand corner.
• Make sure the SWG Umbrella Chromebook Client extension is enabled.
• These instructions require accessing the extension console.  To view that console, click on the  'background page' option on the SWG Umbrella Chromebook Client extension.

Configuration & State Information

To understand the current state of the Chromebook client follow these steps:

• Step 1 - Provide the output of the chrome://policy page (Chromebook enterprise policy). It is best to use the "Export to JSON" option and send the exported json file to Support.
• Step 2 - Provide the output of http://policy-debug.checkumbrella.com (umbrella web policy).
• Step 3 - Enter the following commands in the extension console ("Console" tab) to get state information:

# Registration / Synchronization / Proxy data
chrome.storage.sync.get(console.log)

# Get domain exceptions (Internal/External)
chrome.storage.local.get(console.log)

# Get next alarm time for synchronization, authentication, and other functions
chrome.alarms.getAll(console.log)

Note that there are output lines with a little right-pointing arrow/triangle icon; clicking on that icon reveals additional information.  

Extension Logging

The following logging is required for issues with the Chrome extension/client.

Extension Logging

The following steps must be undertaken after opening the Extension Console.  This will show logs from the extension itself.

1. Open the Extension Console.
2. Click the Console tab.
3. Click the 'Default levels' drop down menu and select 'Verbose'; it should now show 'All levels'.
4. Click the 'Console settings' gear icon and verify that the option ‘Preserve log’ is checked.
5. Reproduce the issue.  You will see data being collected in the console window.
6. Right click on any log statement in the console window and click Save As… to save the log file to the Chromebook.

Network Logging (HAR File)

The following steps must be undertaken after opening the Extension Console.  This will show network traffic generated from the extension itself.

1. Open the Extension Console.
2. Click the ‘Network’ tab and make sure the option ‘Preserve log’ is checked.
3. You will see a small red circle in the top-left of the console, indicating that it is recording. If the circle is black, click on it to begin recording.
4. Reproduce the issue. You will see data being collected in the console window.
5. Click the red circle to stop recording after you see the error message.
6. Right-click in the list of entries loaded and select ‘Save as HAR with Content’ to download the .har output file.  Alternatively, click the 'Export HAR...' downward-pointing arrow icon near the top of the screen.

Web Traffic (HAR) file

If the problem is thought to be related to a specific website or SWG filtering issue (not the Chrome extension itself) then a network capture can be taken showing requests to the web (via the proxy).  These are the same steps as the earlier Network Logging but this logging is not initiated from the extension console.

1. Open a normal browser tab.
2. Click the 3 dots icon at the top-right, to open the overflow menu.
3. Choose ‘More tools > Developer tools’ to bring up the developer tools.
4. Click the ‘Network’ tab and make sure the option ‘Preserve log’ is checked.
5. You will see a small red circle in the top-left of the Network window, indicating that it is recording. If the circle is black, click on it to begin recording.
6. Reproduce the issue. You will see data being collected in the Network window.
7. Click the red circle to stop recording after you see the error message.
8. Right-click in the list of entries loaded and select ‘Save as HAR with Content’ to download the ‘. har’ output file.  Alternatively, click the 'Export HAR...' downward-pointing arrow icon near the top of the Network window.

Packet Capture

If necessary a packet capture can be generated which will include the raw packets being sent to Umbrella, SWG proxy and other locations.

To take a packet capture in a Chromebook, click Ctrl-Alt-T.  Alternatively, open a browser tab to the URL:  chrome-untrusted://crosh

Commands to run (with comments that begin with the # symbol):

# List all network interfaces: 
connectivity show devices
# Copy the name of the relevant network interface from the top of the output.

# Start a packet capture on the relevant network interface, which is wlan0 here:
packet_capture --device wlan0

# Stop the packet capture:
Ctrl-C

Chrome OS net-export log

1.  Close all Chrome windows and tabs open, it is very important there are no additional Chrome windows or tabs open when gathering the export logs for troubleshooting.
2.  Go to the URL “chrome://net-export/” on an incognito tab for avoid caching and cookies from other pages.
3. Clear the DNS Cache, go to `chrome://net-internals/#dns` and click on Clear host cache button.
4.  Click on start logging to the disk in Chrome.
5.  Browse to the problematic web page in a new incognito browser tab and reproduce the issue
6.  Click on 'stop logging' in the “chrome://net-export/” tab