Creating logs for TAC: Difference between revisions

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== Introduction ==
== Introduction ==


In case of a problem, it is best to gather logs from nGeniusPULSE as soon as possible.
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.


There's not much TAC can do without a set of recent logs and configuration files.
Attach this file immediately to the message by which you open a support ticket; it will save time.
 
So, same time and attach them immediately to the "create ticket" request.


 
 
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== Solution ==
== Solution ==


Login to nGP as nGPadmin
Login to nGeniusPULSE as nGPadmin


Run the following script:
Run the following script:
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Should 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>


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


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Revision as of 06:36, 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

Run the following script:

$ sudo ./opt/ipm/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.