Support tools
To help facilitate troubleshooting when working with Support, you can download data collector/portal log and configuration files for a specified time period.
To request a support package, select .
Use the view pane to track the status of your download and access the files as they become available. The grid is sorted by .
Table: Support tools
Field name | Description |
|---|---|
Add | Click to create a support package request. You can create a portal server configuration files package or a data collector log package. |
Delete | Click Delete to remove or cancel a package creation. |
Refresh | Click Refresh to update the status on the view pane. The pane does not refresh automatically. |
Name | Displays the name assigned to the package. |
Collector | The collector associated from which the log files were retrieved. |
Type | Displays the package type: Portal or Data Collector (with collector name). |
Package Content | Displays the content of the support package. |
Status | The Support Package requests are listed with links to access the downloadable files. The Status of a request can be:
|
Request Date | Displays the creation date and time of the support request package. By default, the grid is sorted by descending request date. |
Email Address | Displays the notification email address. You can choose to receive an email alert when the package creation is complete. This field identifies the alert recipient. |
Auto Upload to Support (in the USA) | Displays a Yes or No to indicate if the package is to be automatically uploaded to Support. This field is not displayed in all installations. Note that the package will be uploaded to Support servers in the USA. If your data sovereignty policies do not allow this kind of data to be sent to the USA, do not check this box. |