Creating log files for technical support

Introduction

In most cases, TAC needs a set of recent log files from nGeniusONE Server to help troubleshooting problems.

It is recommended to create these log files immediately after the problem has risen and send them to TAC as soon as possible.  

 

Solution

 

 You must use a file transfer service. Logs files are too big to be send as attachment to email.

Using an SSH claint of our choice, login to nGeniusONE Server CLI.

Move to the folder /opt/NetScout/rtm/bin/

# cd /opt/NetScout/rtm/bin

You do not have to stop services to create logs.

Run the script named techsupp.sh with the option norm or html.

• norm: places compressed logs in /opt/NetScout/rtm/bin 
• html: places compressed logs in /opt/NetScout/rtm/html and allows them to be downloaded remotely via a web browser by navigating to https://<IP-NGS>:8080/logfiles.html

# ./techsupp.sh norm

Should output:

Gathering log files... This may take a minute. Please wait...
Running SQL Against nGenius Database
[09:33:35]Debug:Debug initialized (level  3), logging disabled
[09:33:35]ConnectionPoolImpl:Initialized connection Pool size, count :  0
[09:33:35]Scheduler:schedule poller task com.netscout.frameworks.dbx.ConnectionPoolImpl@2e0fa5d3 at a rate 900
[09:33:35]ConnectionPool:Creating  ConnectionPool Default Instance
[09:33:35]nGeniusSQL:sql: select E.mel_ip, D.serial_number from device_details D, monitored_elements E where D.mel_id = E.mel_id

Output File: <IP-NGS>.NNNNNNNNNN.profile.txt
==========================================
Gathering logs completed
Location: /opt/NetScout/rtm/bin
Filename: YYYYMMDD-HHMM-<HOSTNAME-NGS>-PMlogs.tar.gz
==========================================

Now remove the archive from the server and send it to TAC.