Requesting a support package
When creating a support package, you can choose to download data collector or portal files for a specified time period. Use the view pane to track the status of your request.
To Request a Support Package with Portal Server Files
- Select Admin > Advanced > Support Tools.
- Click Add. The Support Package Request dialog is displayed.
- Enter a Name for the support package. This will be used as a prefix for the log files. As a best practice, you can use a bug number or case number for Support.
- Choose Portal Server
- Configure the dialog:
Portal Log
Select to download the Portal.log, upgrade.log, audit.log and relevant tomcat logs. This provides detailed logging for the portal servlet. Logs portal login requests, user impersonations, portal reports that are run - basically everything the user does in the Portal web browser window. Database problems show up as SQL exceptions and often list the associated Oracle error number (ORA nnn).
Portal Configuration
Select to download the httpd.conf, httpd-ssl.conf, portal.properties, server.xml, startup_agent.sh, startup_portal.sh, systemConfiguration.properties and web.xml.
Data Receiver Log
Select to download the datarcvr.log and relevant tomcat logs.
Data Receiver Configuration
Select to download all files under /opt/aptare/datarcvrconf.
Database Log
Select to download scon.log, scon.err and aptare-trans.log. The scon.log provides detailed logging from database stored procedures. Shows input and output values, and timing of queries. Oracle errors are prefixed with ORA-nnnn, where nnnn is the error number. On Windows, if the directory C:\tmp exists, the file will be written there. Otherwise, it will be written to C:\opt\oracle\logs.
The scon.err provides error messages from the database stored procedures. Oracle errors are prefixed with ORA-nnnn, where nnnn is the error number. On Windows, if the directory C:\tmp exists, the file will be written there. Otherwise, it will be written to C:\opt\oracle\logs.
The aptare-trans.log provides the transactions that have run and the time taken to run them. This is useful to troubleshoot performance issues and reports that take a very long time to run.
Database Configuration
Select to download the initscdb.ora file.
Time Period
Choose a date range such as last 4 hours, last 24 hours, last week or specify a time period.
Check this box to send these files directly to Veritas Support for analysis.
To Request a Support Package with Data Collector Server Files
- Select Admin >Advanced > Support Tools.
- Click Add. The Support Package Request dialog is displayed.
- Enter a Name for the support package. This will be used as a prefix for the log files. As a best practice, you can use a bug number or case number for Support.
- Choose Data Collector Server.
- Configure the dialog:
Data Collector*
Select the Data Collector(s) from which the log files will be retrieved. You can multi-select the data collectors. This enables you to create multiple support packages at once. Each collector will be listed as an individual support package. The associated collector is displayed as a column in the same row as the support package so you can easily identify the origin of the log.
Path to File/Folder*
Enter one or more paths separated by commas. You may use /* to select multiple files in the directory, or /** to also include files in subdirectories. The paths will always be relative to the <APTARE_HOME> folder - do not include the explicit <APTARE_HOME> portion in the path. For informational and troubleshooting purposes only, know that <APTARE_HOME> is typically configured to be: /opt/aptare on Linux and C:\Program Files\Aptare on Windows. Moving up the directory hierarchy using .. is not supported.
In addition to log files, other files useful for troubleshooting can be downloaded; for example, collectorconfig.xml or updateconfig.sh. The most common location from which to download files is: /mbs/logs/**
