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Overview
This article serves as a guideline for collecting information and logs to assist the Cisco support team in troubleshooting Cisco Secure Client for Chromebook (formerly known as Umbrella Chromebook Client)
Before collecting logs, ensure Cisco Secure Client for Chromebook is installed and enabled correctly. Complete preliminary checklist items to enhance troubleshooting efficiency with logs and packet captures for network-related scenarios.
1. How to verify protection is enabled
- To verify the resolved DoH template on the Chromebook, go to Settings > Security and Privacy, in the `Use secure DNS` section there should be entry with the email address of the user following the 'https://doh.umbrella.com/identity`
- Navigate to https://policy-debug.checkumbrella.com to view the policy details. Please note that Umbrella root certificate will need to be installed for the information to be displayed.
- Check and confirm the Cisco Secure Client for Chromebook is successfully installed. This can be verified from `chrome://extensions`. The status of protection can be viewed by hovering the pointer to the extension icon.
- Check and confirm that the clock on the Chromebook device is correctly synchronized with trusted time source. Unsynchronized clock will potentially put the Chromebook into incorrect protection state, such as Fail Open or Fail Close
- Check and verify if the user policies in `chrome://policy` page match the policy and salt value set in Umbrella dashboard.
2. Collect logs
Collecting certain types of logs/traces for analysis during troubleshooting.
a. Console logs
1. Click on the 3-dot option button on the top-right hand side of the browser window to bring up the overflow menu.
2. Select `More tools > Developer tools` to bring up the console, or press Ctrl-Shift-I.
3. Select the Console tab and check the `Preserve log` option
4. Reproduce the issue by visiting the site and logs will appear on console window.
5. Right-click on any logs and an option to save the log will appear.
b. Network logs
1. Click on the 3-dot option button on the top-right hand side of the browser window to bring up the overflow menu.
2. Select `More tools > Developer tools` to bring up the console, or press Ctrl-Shift-I.
3. Select the Network tab and check the `Preserve log` option.
4. Use the Clear log and Start/Stop log buttons to clear the logs and to start/stop log recording during issue reproduction.
5. Right-click on any of the entries to bring up the option to `Save as HAR with Content`.
c. Packet capture
1. Open Crosh from Chromebook by pressing Ctrl-Alt-T or search `Crosh` from Launcher.
2. Run `connectivity show devices` to list the network interface to run the packet capture.
3. Run `packet_capture --device [network device name]` to start packet capture.
4. To stop packet capture, type Ctrl-C or click `Stop` in the notification. The packet capture file will be saved in the Downloads folder.
d. Chrome OS net-export log
1. Close all Chrome windows and tabs, it is very important there are no additional Chrome windows or tabs open when gathering the export logs for troubleshooting.
2. Clear the DNS Cache, go to `chrome://net-internals/#dns` and click on Clear host cache button.
3. Open an incognito tab to avoid caching and cookies from other pages and go to the URL `chrome://net-export/`.
5. Click on Start Logging to the Disk button in Chrome.
6. Browse to the problematic web page in a new incognito browser tab and reproduce the issue.
7. Click on Stop Logging in the `chrome://net-export/` tab after reproducing the issue and click on Show File to locate the captured log.
Related articles
Umbrella Chromebook Client(UCC) - Enable Developer mode of Chrome browser
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