Diagnostics package collection for Messaging Gateway (SMG)

Products

• Messaging Gateway
• Messaging Gateway for Service Providers

Issue/Introduction

Messaging Gateway (SMG) diagnostics packages provide Technical Support with configuration data, logs, and system state information required for troubleshooting issues such as performance degradation, email delivery failures, or login errors. This article provides the procedure for generating and retrieving these files.

Environment

• Product: Messaging Gateway (SMG)
• Release: 10.x and higher
• Component: Administration Utilities

Resolution

To generate and collect a diagnostics package:

1. Navigate to Administration at the top of the Control Center.
2. Select Utilities in the left pane.
3. Select the Diagnostics tab.
4. Choose the Host requiring troubleshooting from the dropdown menu.
5. Select the All log data option. Leave other options unselected unless specifically directed by Support.
6. Select Transfer Protocol Download to Desktop
7. Select Generate to create the package.
8. Save the resulting diagnostics file (typically a .tar.gz format).
9. Upload the file to the active support case via the Broadcom Support Portal.

Additional Information

• How to upload files to a Broadcom Support Case
• Messaging Gateway Administration Guide