Creating logs for TAC: Difference between revisions

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(Created page with " == Introduction == In case of a problem, it is best to gather logs from nGeniusPULSE as soon as possible and save them for TAC.  To same time, you may as well attach t...")
 
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== Introduction ==
== Introduction ==


In case of a problem, it is best to gather logs from nGeniusPULSE as soon as possible and save them for TAC. 
In case of problems with the tool, it is recommended to create a set of log files as soon as possible and preferably before restarting any service or the applicance.


To same time, you may as well attach them immediately to the create ticket request
Attach this file immediately to the message by which you open a support ticket; it will save time.


 
 
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== Solution ==
== Solution ==


Login to NGP as nGPadmin
Login to nGeniusPULSE as nGPadmin.


Run the following command:
Keep all services running and run the following script:
<pre>$ sudo ./opt/ipm/appliance/techsupp.sh</pre>
<pre>$ sudo ./opt/ngp/appliance/techsupp.sh</pre>


Sould output:
Should output:
<pre>[root@hostname ~]$ sudo ./opt/ipm/appliance/techsupp.sh
<pre>Beginning nGeniusPULSE log collection.  This may take a few minutes. Please wait...
 
Beginning nGeniusPULSE log collection.  This may take a few minutes. Please wait...
     Gathering platform information...
     Gathering platform information...
     Gathering configuration information...
     Gathering configuration information...
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</pre>
</pre>


The logs are stored in /var/lib/ngp/appliance/
File is located at&nbsp;/var/lib/ngp/appliance/logs/.
 
Retrieve this log and attach it to the ticket.


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Latest revision as of 07:03, 19 April 2020

Introduction

In case of problems with the tool, it is recommended to create a set of log files as soon as possible and preferably before restarting any service or the applicance.

Attach this file immediately to the message by which you open a support ticket; it will save time.

 

Solution

Login to nGeniusPULSE as nGPadmin.

Keep all services running and run the following script:

$ sudo ./opt/ngp/appliance/techsupp.sh

Should output:

Beginning nGeniusPULSE log collection.  This may take a few minutes. Please wait...
    Gathering platform information...
    Gathering configuration information...
    Gathering log files...
    Gathering application information...
    Packaging collected files...

==========================================
Log collection completed
Location: /var/lib/ngp/appliance/logs
Filename: /var/lib/ngp/appliance/logs/YYYYMMDD-HHMM-hostname-nGPlogs.tar.gz
==========================================

File is located at /var/lib/ngp/appliance/logs/.

Retrieve this log and attach it to the ticket.