Troubleshooting

Use this section when Netwrix Privilege Secure for Access Management (Privilege Secure) doesn't behave as expected. Start with the symptom, find the matching page, and follow the fix.

Find the right page

Symptom	Page
The installer or an upgrade fails, or the product misbehaves right after an upgrade	Troubleshoot installation and upgrade
The console shows "Action Service is not running or registered.", or a service shows as offline	Services not running or not registered
A session won't provision, stays in Provisioning, or doesn't end	Sessions fail or get stuck
A domain sync fails or shows stale status, a host isn't scanned, or AD accounts lock out	Active Directory sync and scan problems
Users can't connect through the Remote Access Gateway	Troubleshoot the Remote Access Gateway
You need to test connectivity to a host, or collect diagnostics for support	Run diagnostics with the Enablement Toolkit
You suspect a defect	Known issues in 26.07

Start with the logs

Each Privilege Secure service writes its own log file. Logs are in C:\ProgramData\Stealthbits\PAM\Log on the server that runs the service. The folder name is Log, singular. A sibling folder named Logs can exist on the same server. It isn't the folder that holds the service logs.

Files are named PAM-<Service><yyyymmdd>.log. For example, PAM-HostScanService20261023.log is the Host Scan service log for one day.

To read the logs without signing in to the server, select Auditing & Reporting > Log Files in the console. See Log files for the list of logs, the log levels, and how to change them.

The Remote Access Gateway and Portal write logs on their own hosts. See Troubleshoot the Remote Access Gateway.

Check the basics

Before you dig into a specific page, check these items:

1. Select Configuration > Service Nodes, and confirm that every service on every node shows Online. See Service nodes.
2. Open System Settings > Services and confirm that NPS Rest URL uses the form https://<nps-server>:6500 with no trailing slash. See Set the NPS REST URL and register services.
3. Open Auditing & Reporting > Events and look for recent warnings, such as a service that stopped.
4. Open the log for the service that handles the failing task and look for warning and error lines around the time of the failure.

Collect information for support

If you can't resolve the problem, collect these items before you contact Netwrix Support:

• The version of Privilege Secure, and the page or action where the problem occurs.
• The exact error text.
• The time of the failure, so support can match it to log lines.
• The diagnostics export from the Enablement Toolkit. See Run diagnostics with the Enablement Toolkit.

Set a more detailed log level only when support asks you to, and set it back to Information afterward.

Knowledge Base

The Netwrix Knowledge Base has articles on specific Privilege Secure problems in its Troubleshooting and errors category, such as Logs Location and services that aren't running. See the Privilege Secure Knowledge Base.