IBM Support

Creating a support file from the Web Gateway Appliance

Troubleshooting


Problem

How to create and upload the support file to IBM support from the IBM Security Access Manager/ IBM Security Verify Access Appliance

Environment

Web Gateway Appliance

Resolving The Problem

STATEMENT OF INTENT

This document serves as instructions for gathering and uploading support data to the IBM support team.
IBM Support recommends verifying available space on the Appliance to successfully complete the data gathering.
Failure to do so may cause an outage.

This should only be attempted on direct request from IBM support.

 

ISAM 7 or 8 HOW TO GATHER THE SUPPORT FILE USING THE WGA LMI


1. Access the Web Gateway Appliance directly via a browser and login.
https://<Web Gateway Management Node>/login




2. Choose Manage System Settings -> Support Files.



3. Create a new support file by selecting 'New'



4. Type in a comment for the support file to differentiate it from other files and select 'Save'. This will start the gathering process.

ISAM 7 create


5. Once gathered, check the box for which support file is needed then select 'Download' to complete transfer of file to client system.

ISAM 7 download


6. Upload the support file to IBM support via Enhanced Customer Data Repository. (See Related Information)

 

ISAM 9 HOW TO GATHER THE SUPPORT FILE USING THE LMI


1. Access the Appliance LMI directly via a browser and login.

ISAM 9 login

2. Choose Manage System Settings -> Support Files.

ISAM 9 menu

3. Create a new support file by selecting 'New'

ISAM 9 New

4. Select all unless directed for a subset of options by support and type in a comment for the support file to differentiate it from other files and select 'Save'. This will start the gathering process.

ISAM 9 options and comment
5. Once gathered, check the box for which support file is needed then select 'Download' to complete transfer of file to client system.

ISAM 9 save

6. Upload the support file to IBM support via Enhanced Customer Data Repository. (See Related Information)

 

ISVA 10 HOW TO GATHER THE SUPPORT FILE USING THE LMI


1. Access the Appliance LMI directly via a browser and login.

ISVA 10 login

2. Choose System -> Support Files.

ISVA 10 menu

3. Create a new support file by selecting 'New'

ISVA 10 new

4. Select all unless directed for a subset of options by support and type in a comment for the support file to differentiate it from other files and select 'Save'. This will start the gathering process.

ISAM 10 options and comment

5. Once gathered, check the box for which support file is needed then select 'Download' to complete transfer of file to client system.

ISVA 10 save

6. Upload the support file to IBM support via Enhanced Customer Data Repository. (See Related Information)

Related Information

ECUREP

[{"Line of Business":{"code":"LOB24","label":"Security Software"},"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Product":{"code":"SSZU8Q","label":"IBM Security Access Manager"},"ARM Category":[{"code":"a8m0z000000GoqcAAC","label":"Access Manager"}],"Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"All Version(s)"},{"Line of Business":{"code":"LOB24","label":"Security Software"},"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Product":{"code":"SSRGTL","label":"IBM Security Verify Access"},"ARM Category":[{"code":"a8m0z0000001jljAAA","label":"Security Verify"}],"Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"All Version(s)"},{"Line of Business":{"code":"LOB24","label":"Security Software"},"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Product":{"code":"SSELE6","label":"IBM Security Access Manager for Mobile"},"ARM Category":[{"code":"a8m0z000000GoqcAAC","label":"Access Manager"}],"Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"All Version(s)"},{"Line of Business":{"code":"LOB24","label":"Security Software"},"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Product":{"code":"SSQRZH","label":"IBM Security Access Manager Appliance"},"ARM Category":[{"code":"a8m0z000000GoqcAAC","label":"Access Manager"}],"Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"All Version(s)"}]

Document Information

Modified date:
08 August 2023

UID

swg21663426

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