Gathering a Log Bundle and Sending to Support

We have the ability to collect a support bundle via the browser console and either download it directly to your local machine or send the bundle directly to DataCore support.

To do this, connect to the SNS UI via the IP address for the machine and port 9010. For example:

http://<serverIP>/ui

The screen will be displayed like this.

Open

A label called “Support Bundle“is at the bottom right of the screen.

Open

Uploading a Support Bundle When You Already Have a Support Case Created

1. Click on the Support bundle displayed on the login screen.
   Once you click on the widget, the following screen is displayed within the UI.

2. If you already have a support case, enter the support case number in the dialog box.
   This allows you to securely generate and upload the Support bundle directly to the support.
   
   

3. Click Generate and Upload. It will generate a bundle and attempt to upload it to the Datacore support uploader bucket.
   
   

   If the log bundle has been created and sent but has received an error, you will see a message shown below:
   
   

   The link within the error message is the exact path of the support bundle for the support team.

Collecting a Support Bundle and Downloading in Your Browser

1. Click the Support Bundle displayed on the login screen.
   Once you click on the widget this screen will show within the UI.

2. If you do not have a support case opened already, create a support bundle via the “Generate and Download” button to download the files with your browser for uploading the support ticket later.
   
   

    

3. Once the log files are generated, your download should start automatically.

4. Your plugins and browser configuration may stop the download from starting automatically. If that is the case, you may see a bar similar to this in the Firefox browser for example.

    

   Once you allow popups, the download will start in a new tab/window.

The download will go to your default download location in your browser. The format of the downloaded support bundle is:
“SupportBundle-<hostname>-<date><time>.tgz

For example, SupportBundle-demo23-2024_1028-123930+0000.tgz

Gathering a Support Bundle via CLI

If UI is unavailable due to any reason, you can gather the support bundle via SSH/TTY console.

1. Connect to the server using your username.

2. Run sudo to root.

3. Navigate to the path: /root/dist/k8s-support-tools

4. Run the below command:

   /root/dist/k8s-support-tools/k8s-bundle-grab.sh

   The output will look similar to this:

   Once complete, you can transfer the output via SCP or other tools to your local machine.

What's Inside the Support Bundle

The support bundle contains a high-level overview of the operating system, to help our support team get a general idea of how the system is installed. This includes but is not limited to the following:

• system logs

• service information

• networking layout

• hardware resources

• k8s information

• flux information

• environmental statistics.

While the logs and support bundle provide a helpful initial view of the system's activity, providing as much detailed information as possible in the ticket will make it quicker and easier for the support team to assist.

While the support bundle is regularly updated, the Single node swarm product is a new and changing product line. The content of the bundle will change as the product changes and it also may not include all of the information needed to diagnose every issue. It should be seen as a touchpoint rather than an essential piece of troubleshooting information.