Managing the DataCore Support Bundle Relay

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Overview

This section explains how to manage the DataCore Support Bundle Relay service, including changing the service account and tracking support bundles.

Changing the User Account

To restrict internet access on the DataCore Support Bundle Relay server to specific users, you can modify the user account under which the DataCore Support Bundle Relay's Windows service runs.

  • Changing the user account may require administrative privileges.
  • The selected account must have access to the internet.
  • The account requires permission to “Log on as a service” on the server, and these permissions will be given to the account upon applying the new settings, if it does not already have such. Changes to those permissions after setting the DataCore Support Bundle Relay to be run under that account may result in the service not starting unless the user is manually logged in.

To change the user account:

  1. Open the Windows Service Control Manager, found under Administrative Tools > Services
  2. Stop the DataCore Support Bundle Relay.
  3. Right click on the service and select Properties.
  4. Go to the Log On tab and select the This Account radio button.
  5. Enter or browse for the new account under which the service is to run.
  6. Apply the changes and restart the DataCore Support Bundle Relay.

Tracking Support Bundles from DataCore Support Bundle Relay

You can monitor the transfer of support bundles from the server group to the DataCore Support Bundle Relay server in the DataCore Management Console. The same support state is displayed as if uploading a support bundle directly to DataCore Technical Support.

You can monitor the transfer from the DataCore Support Bundle Relay server to DataCore Technical Support using the log file <%installdir%\DcsSupportBundleRelay.log.> on the DataCore Support Bundle Relay server to verify successful transmission. Successfully uploaded support bundles are logged as well as error information in the event of a failure either in receipt or upload of a support bundle. Error messages are also reported to the Windows event log.

Support bundles will be deleted from the DataCore Support Bundle Relay server after they are successfully transmitted. If the DataCore Support Bundle Relay server runs out of disk space for the support bundles, they will be retained on the DataCore Servers until space has been cleared on the server.

Handling Failed Transmissions

This section describes how failed support bundle transmissions are handled when using the DataCore Support Bundle Relay. It explains the automatic retry behavior for uploads to DataCore Technical Support and provides manual recovery steps if the transfer from a DataCore Server to the relay server fails.

Failed Transmission to DataCore

If the transmission of a support bundle to DataCore Technical Support fails, the DataCore Support Bundle Relay service will automatically resend the support bundles the next time a support bundle upload is attempted.

Failed Transmission to DataCore Support Bundle Relay Server

If the transmission of a support bundle from a DataCore Server to the DataCore Support Bundle Relay server fails, follow these steps:

  • Create a new folder in the DataCore SANsymphony Bundles folder on the DataCore Support Bundle Relay server with the name <IncidentNumber>_<CompanyName>.
  • Copy the bundle folder from the DataCore Server into the new folder for upload.
  • The support bundles will automatically be uploaded from the DataCore Support Bundle Relay server to DataCore Technical Support.

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