Downloading support packages

You can create and download new support packages to help analyze and resolve errors on the system.

You can select individual logs to either download to review or send directly to the support center for analysis.

You can select from the following types of support packages:
Type 1: Standard logs
This option contains many different log files for both the underlying operating system and the software that includes these critical log files:
  • Event log
  • Audit logs
  • Linux based logs that include /var/log/messages
These logs are sufficient to diagnose many problems, especially simple hardware replacement procedures.
Type 2: Standard logs plus one existing statesave
This option contains the standard logs for the system and an existing statesave from any of the nodes in the system. Statesaves can either be a dump or a livedump. A dump file is collected when the software restarts for any reason. This file can be used to understand why the software restarted. A livedump collects the current state of the software with minimal impact to I/O operations. The contents of a livedump are similar to the contents of a dump.
Type 3: Standard logs plus the most recent statesave from each node
Contains the standard logs for the system and the most recent statesave from each of the nodes on the system.
Type 4: Standard logs plus new statesave
This option contains the standard logs and a new statesave (livedump) for all the nodes in the system and packages them with the most recent logs.

When you are deciding what type of package to send, consider the speed of the upload and if more information is necessary later to resolve the issue. The standard logs are uploaded more rapidly since the support package is smaller than the other options. However, the standard logs might not include all the information that is needed to resolve the problem on the first attempt. Support personnel can require more data to resolve the problem. If a new statesave (livedump) is not generated shortly after the standard log, the livedump might not contain the data necessary to resolve the issue. When you generate the standard logs with the new statesave, you have the greatest chance of resolving the issue without more information. However, the support package is larger and can take longer to upload to the support center.

To create a support package to send to the support center, complete these steps:

  1. In the management GUI, select Settings > Support > Support Package.
  2. On the Support Package page, click Download Support Package.
  3. On the Download Support Package page, specify the type of package that you want to generate and upload to the support center by selecting one of these options:
    • Type 1: Standard logs
    • Type 2: Standard logs plus one existing statesave
    • Type 3: Standard logs plus the most recent statesave from each node
    • Type 4: Standard logs plus new statesaves
  4. Click Download.
    Note: Support packages can also be collected by support personnel remotely.
To download an existing log file, complete these steps:
  1. Enter the following command in the command-line interface:
    satask snap
    This command generates and downloads a new support package.
  2. To verify the progress of the upload to the support center, enter the following command:
    lscmdstatus
    In the results of this command, verify that the supportupload_status is Complete, which indicates that the download is successfully completed. Other possible values for this parameter include Active, Wait, Abort, and Failed. If the download is Active, you can use the supportupload_progress_percent parameter to view the progress for the download.