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, cmd 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 like putty log to ensure that all output is captured 

sys set showDebugCommands 1                       ----> Set 1 to decrypt the Syslog
sys getlogs                                                          ----> Get the complete Syslog into the 9.256/log/Syslog folder
sys set showDebugCommands 0                       ----> Set back to 0 to keep the Syslog encrypt
setup show 
sys info 
sys sensor
date 
uptime 
ver ver
unit detail
banner show 
sys health 
sys limits 
sys mem
net nic
link show
part show
tr tr
sys set -nd
setup capture complete backup_name.cmd
sys diag
sys e d


Then from the WebUI of the PacketShaper go to the Advanced UI link and from the Info tab click on the File Browser button, this will open a pop-up window. Use the zip option for zipping up the following folders and files. 

Diag files:
- Login to PacketShaper GUI
- Click on "Advance UI" (on the top right)
- From the "Info" tab, click on the "file browser" button.
- Click on 9.258 folder
- Select "Zip" for Action on the selected file(s):
- Put the Zip File name: as "Diag"
- Check the diag/ folder.
- Click "go" button.
- After ZIP process completed, click on the update button.
- You should see the Diag.ZIP listed, download this file to your PC.

Config files :
- Login to PacketShaper GUI
- Click on "Advance UI" (on the top right)
- From the "Info" tab, click on the "file browser" button.
- Click on 9.256 folder
- Select "Zip" for Action on the selected file(s):
- Put the Zip File name: as "9.256"
- Select the log/, cfg/ and cmd/ folders.
- Click "go" button to zip all 3 folders.
- After ZIP process completed, click on the update button.
- You should see the 9.256.ZIP listed, download this file to your PC.