Creating a Support Bundle from the Console

The Support Bundle tool in the console automatically collects and optionally uploads support bundle information from all servers in a server group.

  • The tool will collect support bundle information for all servers in the group provided that servers are accessible to each other; otherwise the administrator will have to run the tool independently on each DataCore Server.
  • To upload the support bundles from the customer site to DataCore Technical Support, DataCore Servers must have Internet access or a Support Bundle Relay Server with Internet access must be configured. When the support bundle is either uploaded directly to technical support or received by the Support Bundle Relay Server, the support bundle files will be deleted from the DataCore Servers.
  • If a server is unreachable or unavailable, the support bundle can be created from the command line. (See Unavailable state for more information.)
  • Each time the tool is run, a file is created containing the collected information.

To create a support bundle:

  1. In the DataCore Servers Panel, right-click the server group and click Upload Support Bundle to open the Support Bundle Details dialog box.
The Anonymize User Data checkbox is new and selected by default. This allows the administrator to toggle the anonymization of Personal Identifiable Information (PII) related data found in the support bundle. In order to provide comprehensive technical support, you may be instructed to deselect this option when uploading a bundle.
  1. In the dialog box select the bundle type:
    1. Standard bundle collects more recent file information pertaining to configuration and system, logs, drivers, hot fix information, dump file, historical performance recordings, and replication checkpoint markers. This is the default bundle type.
    2. Crash dump collects the memory dump at crash time.

      If a crash dump is required, create one support bundle to collect the crash dump, and another support bundle to collect the full support bundle. Both files should be sent (either manually or automatically) to technical support.

    3. Full bundle collects complete files pertaining to configuration and system information, event logs driver dumps, hot fix information, dump file, historical performance recordings, and replication checkpoint markers.
    4. Mini bundle collects configuration, memory, and hot fix information.
  2. If the DataCore Servers have access to the Internet or a Support Bundle Relay Server is configured, ensure the Upload to support check box is selected; otherwise, clear the check box and after the support bundle is created send the support bundles manually.
  1. Enter the company name and the 12-digit incident number assigned by technical support so that the support bundle can be identified.
  2. Click Collect to begin.