Sysinfo and troubleshooting logs file upload from Content Analysis

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Article ID: 170966

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Updated On:

Products

Content Analysis Software - CA

Issue/Introduction

Customer is asked to upload Content Analysis Sysinfo and Troubleshooting logs file to Symantec support for troubleshooting.

Resolution

Sysinfo: 
Management Console > Utilities > System Information > Copy entire content and save as text file 
Then, upload via the MySymantec portal

Troubleshooting logs file: 

  1. Go to Management Console > Utilities > Troubleshooting > Create Troubleshooting Log 
  2. When prompted, you may select Cores to include in the logs. These are generated on a crash and may be needed to troubleshoot those issues. Otherwise, it is not necessary to include a core unless asked by an engineer.
  3. Click the Create button

    The filename appears as follows: troubleshooting_1426589984286.tar.xz.
     
  4. You can either upload directly to the support ticket by using the option of "Upload selected logs to service request" and using service ticket format as 0- <8-digit SR number> (e.g.: 0-12345678)
     or
    download this file to your workstation and upload via MySymantec case portal.

 

To upload the troubleshooting information to the Symantec portal via the command line:

# diagnostics ?

activate-remote-access:  Activate remote diagnostics access so that Symantec Support can help troubleshoot an issue on your appliance.

heartbeat view | send:  View current heartbeat report or send it to Symantec.

service-info send | :  Generate and upload the service diagnostics information to Symantec. Enter the case number if you have opened a support case. Type service-info send ? to see a list of components that you can send; Support will typically request components to send.

 

Examples:

# diagnostics heartbeat send

# diagnostics service-info send libraries

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