用户问题排查基本流程和信息收集
故障信息收集和排查总体流程 ............................................................................................................. 4 1.基本必须信息收集.............................................................................................................................. 4 2.设备自动重启信息收集...................................................................................................................... 5 3.业务中断排查思路.............................................................................................................................. 6 4.功能模块失效排查思路和信息收集.................................................................................................. 7
4.1 NAT 不生效................................................................................................................................. 7 4.2 策略不生效问题基本排查思路 ................................................................................................. 8 4.3 路由问题 ...................................................................................................................................... 8 4.4 IPSEC VPN 问题基本排查思路和信息收集............................................................................. 9
4.12.1 L2TP over IPSec ............................................................................................................ 16 4.12.2 L2TP ................................................................................................................................. 16 5.性能问题............................................................................................................................................ 16 5.1 CPU 高....................................................................................................................................... 16 5.2 设备登录管理慢 ....................................................................................................................... 18 5.2.1 网络质量 ............................................................................................................................ 18 5.2.2 Core0 利用率过高............................................................................................................. 18 5.2.3 硬件问题 ............................................................................................................................ 19 5.3 设备内存不足 ........................................................................................................................... 19 6.访问某业务慢、某业务不正常........................................................................................................ 20 6.1 不能访问某网站 ....................................................................................................................... 20 6.2 某业务访问慢 ........................................................................................................................... 21 7. HSA/HSM 典型问题 ...................................................................................................................... 22 7.1 HSA 不接受日志....................................................................................................................... 22 7.2 HSA 磁盘占满（1.0 版本） .................................................................................................... 23 7.3 HSM 注册不正常...................................................................................................................... 24 8. 硬件故障.......................................................................................................................................... 25
IPSEC 协商不成功 ......................................................................................................................... 9 多出口网络 IPSEC 协商不成功 .................................................................................................... 9 4.5 AAA、WEBAUTH、SNMP 和 LDAP 问题........................................................................... 10 4.6 HA 问题 ..................................................................................................................................... 11 4.7 AV 特征库无法升级.................................................................................................................. 12 4.8 SCVPN 数据不通 ................................................................................................................. 14 4.9 App 识别错误问题 ................................................................................................................... 14 4.10 应用层功能失效(ALG、URL 过滤等)问题.......................................................................... 15