Support Bundle Relay

Support Bundle Relay is a proxy service for uploading support bundles to DataCore Technical Support when the DataCore Servers in the server group do not have access to the Internet. In this case, Support Bundle Relay eliminates the need to manually copy support bundle files from the individual servers in the server group to a machine with Internet access and then manually upload the files to technical support.

When the Support Bundle Relay is configured, the support bundles created on all servers in the server group are seamlessly forwarded to the configured address for the Support Bundle Relay Server, which must have Internet access. Upon receipt of the support bundles, the DataCore Support Bundle Relay Service, installed on the Support Bundle Relay Server, will detect the presence of support bundles and automatically forward them to technical support for diagnosis.

When the Support Bundle Relay is used, support bundles are created and uploaded in the usual way, either automatically or manually from the command line. Uploading of the support bundle from the DataCore Servers to the Support Bundle Relay Server is monitored from the server group as usual.

  • The Support Bundle Relay is installed in a separate software package. This software feature is optional and it is not necessary to configure a relay server or use the feature.
  • See the Release Notes for the Support Bundle Relay feature for server prerequisites and installation instructions. The software download and release notes are available from the DataCore Technical Support Portal.
  • The DataCore Support Bundle Relay Service is installed on a computer that has network access to the server group and the Internet. Multiple server groups may use the same Support Bundle Relay Server. The Support Bundle Relay Server may be a DataCore Server or any computer that meets the server prerequisites as stated in the release notes. The DataCore Support Bundle Relay Service must be installed before configuring the Support Bundle Relay for the server group in this software.
  • The default port used by the Support Bundle Relay is port 3795. To use a non-default port number, the same non-default port number must be configured directly on the Support Bundle Relay Server (see Release Notes for information) and also configured for the server group.
  • The Support Bundle Relay (address and port) can be configured for the server group in the DataCore Management Console (instructions below) or via the DataCore CmdletSet-DcsServerGroupProperties with the SupportBundleRelayAddress parameter.
  • Ensure that all DataCore Servers in the server group can connect to the Support Bundle Relay Server and that firewalls do not block port access.
  • Support bundle events that occur on the Support Bundle Relay Server are reported in Windows System Event Log or the log files on the Support Bundle Relay Server. Progress of the support bundle is reported as usual. When support bundles have been successfully uploaded, they are removed from the Support Bundle Relay Server.
  • In the event that the Support Bundle Relay Server loses Internet access, support bundles will be uploaded automatically when Internet access is restored.
  • Sufficient space is required on the Support Bundle Relay Server in order to receive and store the support bundles or an error will be received.

To configure the Support Bundle Relay for the server group:

These instructions are used to configure or change the address for the Support Bundle Relay Server. Optionally, a non-default port may be configured or changed.

  1. In the DataCore Management Console, open the Server Group Details page.
  2. In the Settings tab, expand Advanced Settings and enter the address of the Support Bundle Relay Server.

    The address may be an IP address or a host name that can be resolved to an IP address using a name resolution mechanism (see Name Resolution). The address entered is validated to ensure that it is a valid host name or IP address. The default port number 3795 will be used unless a different port is specified. To use a non-default port number append the port number to the address, for instance "Relay1:3700" would configure the server named Relay1 to use port 3700.

  3. To test the connections between all DataCore Servers and the Support Bundle Relay Server, click Test Relay. A message will appear in the tab to inform administrators whether or not communications are successful. This test confirms that the support bundle can be sent from all servers in the server group to the relay server.

    If the connection fails, verify the relay address, name resolution, and firewall rules, ensure the relay server is running and the support bundle relay service is running. See the log for information.

  4. Click Apply to complete.

The relay address can be changed or removed in the Advanced Settings for the Server Group:

  • To remove, clear the text box and Apply. Support bundles will be directly uploaded to technical support without using the relay server.
  • To change, enter the new host name or IP address and Apply. (If using a non-default port number, append the port number to the address as shown above.)