Creating a Support Bundle from the DataCore Management 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. Each time the tool is run, a file is created containing the collected information. If a server is unreachable or unavailable, you can create the support bundle from the command line. (See Unavailable state for more information.)

To upload the support bundles from the customer site to DataCore Technical Support, DataCore Servers must have Internet access or a DataCore Support Bundle Relay server with Internet access must be configured. When the support bundle is either uploaded directly to DataCore Technical Support or received by the DataCore Support Bundle Relay server, the support bundle files will be deleted from the DataCore Servers.

A DataCore Technical Support incident number is required to create a support bundle. The incident number identifies the support bundle when it is received. If you do not already have an incident number, open an incident via the DataCore Technical Support Portal before creating a support bundle.

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.
   

2. 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 DataCore 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.
3. If the DataCore Servers have access to the Internet or a DataCore 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.
4. The Anonymize User Data check box is selected by default. This anonymizes the Personal Identifiable Information (PII) data found in the support bundle.

   Whenever possible, leave the Anonymize User Data check box empty - this will provide the most information to DataCore Technical Support so that they can assist with your issue.

5. Enter the company name and the 12-digit incident number assigned by DataCore Technical Support so that the support bundle can be identified.
6. Click Collect to begin.