Overview
"Please provide Diagnostics/Sysdump and PDF Reports" is often the first request you will get when opening a case with Exinda Support, because initial diagnostics files (aka sysdump) and PDF reports are needed for troubleshooting purposes.
These files provide general information about the device, traffic patterns, monitoring information, and error logs of various components of the system.
Solution
There are two primary files required for troubleshooting:
Generating a System Diagnostic File
- A system diagnostic file is an archive that contains several other files providing system information, configuration, error logs, general notifications, individual process and subsystem logs.
- Generating them can take a long time
- Its size can range from 8MB to 50MB depending on how long is the devices in use (newer devices generate smaller files).
- More details about what it contains and how to analyze its content is available in the article Generating and Analyzing Diagnostic Files
Generate Diagnostics Through Web UI
- Navigate to Configuration > System > Diagnostics > Diagnostics.
- Click Generate Diagnostics File to generate the file.
This process can take some time (even several minutes). In this case, it is possible to navigate away from the page and keep the generation going in the background. - Once the file is generated (appears in the list), click on its name to download it.
Note: In order for the "Email to Exinda Support" button to work the email sending has to be configured in your Exinda device as described in Exinda CLI: Email. Please note that even when configured correctly, the attachments might fail to be delivered by email to our support team due to attachment limitations set by your email provider, or existing automation set up in our ticket handling system (eg: the email should be sent as a reply to an open ticket).
This is why we are requesting you to download the files from the Exinda device and share them as described in the chapter Getting the Files to Exinda Support.
Generate Diagnostics Through CLI
- Log into the Exinda over SSH or on the local console.
- Access the enable mode by typing
en. - Enter the following command:
debug generate dump
The diagnostics file is generated in /var/opt/tms/sysdumps/ and it appears on the Configuration > System > Diagnostics > Diagnostics page. - Download the file from the WebUI. If the Web UI is inaccessible read this article for alternative methods to download the file from Exinda.
Generate a PDF Report
- See the article for detailed Step by Step Process of PDF Report Creation.
- By default, a 24-hour report is required, though if the problem is long-standing and reoccurring, a longer PDF report, such as the last 7 days or the last 30 days might be required as well.
Quick Steps for generating a 7 day PDF Report
- Goto Monitor > Schedule Reports > Add New PDF Report
- Select all the options (check all checkboxes)
- Set Report Frequency "Last 7 days" [or last 24 hours if issue within this period]
- Report Name: Last7days
- Click on Add New Report.
- In the On-Demand column, click on the Adobe icon (left to the envelope) to download the PDF report.
- Please wait on the same page until the report is generated. It can take several minutes depending on the amount of data.
Getting the Files to Exinda Support
The primary way to get the diagnostic files and reports to Exinda Support is to upload them to the Exinda's secure FTP.
Note: If there is no FTP access; or it is not working, if the files are less than 20MB each, it is possible to upload/attach them directly to the ticket through the self-service portal.
- Create a new local folder on your machine. Use your Customer ID, company name or Case number as the name of this directory.
- It is important that you give the directory a unique name and that you use the format requested by Exinda Support if one was requested.
Example: 'MyCompany_Exinda_130710-111111’ - Move the files that you need to upload into this new folder. Once all files are there compress the folder to a file (e.g. zip, 7z, rar, tar.gz).
- Download and install the FileZilla FTP Client.
- Open FileZilla and go to
File > Site Manager. - Create a New Site with the following parameters:
- Host:
ftp.gfisoftware.com - Port:
21 - Protocol:
FTP - File Transfer Protocol - Encryption:
Only use plain FTP - Logon Type:
Normal - User:
gfi - Password:
gfi911cust
- Host:
- Click the Connect button and wait until you get the following text in the logging section: 'Status: Directory listing successful'
-
In the Local Site side, locate the compressed file created in step 3 that you want to upload and drag it over to the Remote Site section.
-
Only zipped/compressed files (e.g. zip, 7z, rar, tar.gz) can be uploaded.
-
A unique name must be used for the file for upload to succeed.
-
- In the Message Log section (at the top), wait for the text: 'Transfer Complete' which signals that the troubleshooter files have been uploaded successfully. The files being uploaded will also be removed from the Transfer Queue (at the bottom) if the upload was successful.
- On the support ticket that you have open(ed) with our Support Team share the name of the folder (created in step 2) which has been uploaded.
Notes:
- Ensure that you use a unique name for the folder created in step 2. Should you get the error 550 Permission denied and Upload failed in the Message Log and Critical Transfer Error in the Transfer Queue section in FileZilla, you need to use a different name for the folder created in step 2.
- Please do not use the Quickconnect option, because the TLS-connection will fail.
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As an Agent, you can access the uploaded files as described in the Exinda Access Guide
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