Get support

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

This tool collects local logs and submits them to the Okta Privileged Access support team, and generates a unique support code that you can share with our support team when troubleshooting your issue.

If your organization is FedRAMP and HIPAA compliant, make sure to download files locally and sanitize them before submitting them to Okta support. See Run the support tool on Gateway for instructions.

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