Introduction

This guide describes what information should be included when submitting a VPN Client for Windows bug report. Please read this information carefully as the likelihood of getting a problem corrected is usually directly related to the quality of the bug report being submitted.

Describe Your Problem Clearly

Please describe the problem symptoms and the circumstance under which the problem occurs. It is also very important to note how the problem can be re-produced.

Include Your Client and Gateway Information

Please include your client and gateway information with each new problem report. The following information should be stated.

• VPN Client Version
• Windows OS Version
• Gateway Make/Model
• Gateway OS Version ( if known )

Include Debug Output

The Shrew Soft VPN Client has several options that can be enabled which produce valuable debug output. This information is absolutely essential to help isolate and resolve a reported problem. At a minimum, you should include the IKE Service Debug Output with any new problem report. To gather this information, perform the following steps.

Enable IKE Service Debug Output

To enable the IKE Service debug output, start the VPN Trace application using Administrative privileges and perform the following steps.

• Click the IKE Service Tab and Stop the Service
• Open the File Menu and Select Options
  • Set the Log output level to debug
  • Check the Enable packet dump of decrypted IKE traffic option
  • Click the OK Button
• Click the IKE Service Tab and Start the Service

Reproduce Your Problem

While reproducing your problem, the VPN Client will capture debug output to be submitted with your bug report.

Copy IKE Service Debug Output Files

To make a copy of the IKE Service debug output, start the VPN Trace application using Administrative privileges and perform the following steps.

• Click the IKE Service Tab and Stop the Service
• Copy the following files from <VPN Client>\debug to a temporary directory
  • iked.log
  • dump-ike-decrypt.cap

Disabe IKE Service Debug Output

To disable the IKE Service debug output, start the VPN Trace application using Administrative privileges and perform the following steps.

• Click the IKE Service Tab and Stop the Service
• Open the File Menu and Select Options
  • Set the Log output level to none
  • Uncheck the Enable packet dump of decrypted IKE traffic option
  • Click the OK Button
• Click the IKE Service Tab and Start the Service

Archive the Debug Output

Use 7zip, Winzip or a similar utility to store the debug output files in a compressed archive. If you will be submitting your report directly to Shrew Soft support, attach the archive file to your bug report email. If you plan to post your problem description to the vpn-help mailing list, please send your debug output directly to Shrew Soft support in a separate email if it contains sensitive information.

Example Bug Report

Problem:

The VPN client fails to connect to my gateway. When I click on connect,
the client application reports that a negotiation timed out occurred.

To Reproduce:

Connect to any SuperEX 1510 VPN Gateway.

VPN Client Version = 2.1.0 RC1
Windows OS Version = Windows XP SP2
Gateway Make/Model = SuperEX 1510
Gateway OS Version = 3.7

debug.zip [attachment]
\iked.log
 dump-ike-decrypt.cap