Identify general errors
General troubleshooting is used when basic actions failed, such as:
Keypair generation, update, or export
Certificate generation or update
CertCentral integration
Team creation or update
Group creation or update
Feature not enabled for account
Keypair profile contains error
Certificate profile contains error
User is trying to access a resource they are not assigned to
Audit logs
To identify the error message for a failed event in Software Trust Manager:
Sign in to DigiCert ONE.
Select the Manager menu (top right) > Software Trust.
Navigate to: Logs > Audit logs.
In the Status column, filter by Failure.
Identify and click on the date of the failed event.
To identify what action failed, refer to the Description field.
Sample
Failed to generate keypair.
To identify why the action failed, refer to the Error message field.
Sample
Keypair alias <provided alias> already exists. Provide a different keypair alias.
SMCTL logs
When you encounter an error while performing a general action in Signing Manager Controller (SMCTL), follow the procedure below:
To set the log level to TRACE, run the command:
Run the command that failed again.
To identify where your logs are located, run:
Open the smctl.log file.
To identify the the most recent event, scroll to the end of the logs.
The last few lines should explain why the error occurred.
If you are unable to resolve the error based on the information provided, contact Support and provide the log file.