Support bundle generation fails to complete after 30 minutes

Products

• Rally On-Premise

Issue/Introduction

After clicking the  "Download Support Bundle" the bundle processes for 30 minutes and fails to download, or produces a very small ZIP file with only a single README.MD file contained within.

Environment

Release : 2.0, 2.0.1, 2.1

 

Cause

This can be caused when log files have grown too large for the support bundle routine to gather up within the 30 minute window that is allotted to the routine.

Resolution

SSH into the application server

Run the following command

$ docker ps | grep _alm

Sample Output:

17f009a362a1        <HOST_IP_ADDRESS>:9874/rallysoftware-ac2go-alm:23677-2.0.1                 "run /_run/start_ser…"   8 days ago          Up 8 days           7001/tcp                                      repl10aeecc4_alm.1.pg4ykc4066094y5dv44xnugfr

 

Make a note of the container ID in the far left

Use that container ID to run the following command:

$ docker exec -it 17f009a362a1 bash

Next change directory to the application logs directory with the following command:

$ cd /mnt/logs/alm

 

There are several classes of logs that can be deleted:

• access.log
• application.log
• gc.log
• ldap.log
• request-start.log
• request.log

 

Log files are compressed by date using year-month-date notation.

Only delete as many log files as you are comfortable purging.  It is recommended to maintain 30 days of logs if the size of the logs is not overly large and causing issues.

 

Examples:

To delete all application.log files from 2019, use a command as follows:

$ rm application.log.2019-*

 

To delete all access.log files from March of 2020, use a command as follows:

$ rm access.log.2020-03-*