How to obtain support from our product team

To involve our product and engineering team on a potential bug or concern, this process allows for a very efficient information-sharing so that the right team members have the visibility that they need. This article applies to you if you already have a support ticket and you’re directed to submit more details. These instructions are applicable to adam:ONE® v4+ only:

Set Log level to 6

On all of our platforms, there are 6 log levels, and problem reports should be done on level 6. The config file (in pfSense® at /usr/local/etc/adamone/anmuscle.conf or Asus at /jffs/addons/adamone/muscle.conf) should contain:


Restart adam:ONE® service in order for the log level to take effect, which writes to /var/log/anmuscle.log

Restart on Asus ssh prompt with /jffs/scripts/adamone restart
Restart on pfSense® ssh prompt with service restart

Important: log-level 6 can write massive amounts of information to disk and some pfSense® appliance storage devices are not designed for this. Consider doing this for short-term only, or creating a RAM disk (in pfSense® this can be found under System → Advanced → Miscellanous). On Asus, /var/log is already a RAMdisk.

Consider log file size and rotation

Depending on storage capacity, you have the options to modify the log size and rotation (available in v4+) with these two configuration file settings:

log-max-filesize=10485760 (default setting, measured in bytes)
log-files-rotate=1 (default setting when not defined)

In large networks, or where it may take a while to reproduce a problem, an 10MB default log-max-filesize may only capture a minute or less worth of data, so consider making appropriate changes and restarting the service.

Reproduce a problem scenario

Once level 6 is running, attempt to reproduce the problem so the diagnostic information will include the time window of the problem report.

Capture necessary information

In an ssh session to your adam:ONE® gateway, run the following script:

On pfSense® shell: adamone-issue
On Asus shell: /jffs/scripts/adamone issue

Here’s a sample of the script process:

[2.5.2-RELEASE][]/root: adamone-issue
Enter your email:
Issue description: Problem with X
Existing Ticket # (or leave empty): 12345

Collecting troubleshooting data
  checking for DNS hijack
  /usr/local/sbin/anmuscle -v
  /usr/bin/uname -a
  cat /usr/local/etc/adamone/anmuscle.conf
  pfctl -s rules
  pfctl -s rules -a "userrules/*"
  sockstat | grep :53
  sockstat | grep :80
  ps ax | grep anmuscle
  netstat -rn
  cat /etc/resolv.conf
  cat /etc/hosts
  cat /var/dhcpd/var/db/dhcpd.leases
  cat /var/dhcpd/etc/dhcpd.conf
  cat /var/log/anmuscle.log

Issue data saved to
Please submit this file to
Tip: You can download the file to your computer in the pfSense GUI
by going to Diagnostics / Command Prompt and enter
/usr/local/etc/adamone/ in the Download File box.

Thank you for reporting this issue.

Respond to ticket

Submit the file generated in the previous step to your support ticket and we will investigate for you.

Consider changing log-level back

Once the issue is resolved, considering changing log-level back to 0.