Support

Both the Advanced Server Access client and server provide a troubleshooting tool to help our support team quickly see and resolve any issues.

This tool collects local logs, submits the logs to the Advanced Server Access support team, and provides you with a unique support code that you can share with our support team when troubleshooting your issue.

Run the support tool on a client

To run the support tool on a client, enter the following command:

sft support submit

Run the support tool on a Linux server

To run the support tool on a Linux server, enter the following command with root privileges:

sftd support submit

Run the support tool on a Windows server

To run the support tool on a Windows server, enter the following command as the SYSTEM user:

sftd.exe support submit

By default, sftd.exe is installed into C:\Program Files (x86)\scaleft.

Run the support tool on Gateway

To run the support tool on a Windows server, enter the following command:

sft-gatewayd support submit

The file can be collected locally, which you can then share with the support team.

sft support collect sftd support collect sft-gatewayd collect

To parse the logs, use the following command on macOS or Linux platforms.

sed -n 's/^.*MESSAGE" : "//g;s/\\t/\t/g;s/\\"/"/gp' journalctl/sft-gatewayd.log| less

Get support

• Visit the Okta Help Center
• Ask the community
• Contact support by calling one of the following numbers:
  • US — 1-800-219-0964
  • AU —1800 095 441
  • FR — 0800 022 4471
  • NL — 0800 022 4471
  • UK — 0800 808 5574
• Open a case (Administrator permissions required)