PacketShaper S-series diagnostics

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Article ID: 168951

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Updated On:

Products

PacketShaper S-Series

Issue/Introduction

If Symantec Technical Support asks for your diagnostic files to help troubleshoot a problem, you can zip up the diag, cfg, and log folders, download the files to your local workstation, and then upload them to your support case.
 

Resolution

Follow the steps below to forward Symantec Support the log, diagnostic, and configuration files from your PacketShaper:

From the CLI, copy and paste the commands below and provide the captured output. Some of the output is quite long so it is worth using a logging tool, such as putty log, to ensure that all output is captured.
 

setup show
sys info
date
uptime
ver ver
banner show
sys health
sys limits
sys set –nd

 

To send the diagnostics files to Blue Coat Support:

  1. Open a web browser and log in to PacketShaper.
  2. Click Advanced UI.
  3. Click the Info tab and then the file browser button.
  4. Zip the 9.258/DIAG folder.
  5. Enter a name for the zip file.
  6. Download the zip file. You can right-click and select save target as in IE or Save link as in Firefox and Chrome.
  7. Zip the 9.256 folder.
  8. Download this zip file as you did in step 6.
  9. Upload these files to your support case directly or through:
    https://support.symantec.com/en_US/mysymantec.html