Collecting Reporter troubleshooting data

Products

• Reporter-S500
• Reporter-VA

Issue/Introduction

Reporter is able to create troubleshooting data from the command line console.
You can transfer or download the troubleshooting data from Reporter.

There is 3 typical issues and there are different log gathering processes.

• Basic issues such as reporting, performance, service at Email SNMP health check etc.
• Unexpected restart issue
• Hang up issue that the serial console is working but web console SSH console is not working.

Gather troubleshooting data as referenced in the Resolution of this article, then upload to Broadcom Support.

Environment

Release : Reporter 11.0.1.1 and higher version

Resolution

Table of Contents

• Basic Issues
• Unexpected restart issues
• Hang up issues

Basic Issues

1. Log in to Reporter via ssh console.
2. Run command diagnostics service-info send-url 
3. Upload sosreport-reporter-########.tar.xz

Unexpected restart issues

[Note]  Don't run command diagnostics service-info send-url before export core dump.
Reporter clears the core dump from local file system.

1. Log in to reporter via ssh console.
2. Run command diagnostics service-info export
    -> Reporter will create core dump "core.bcreporter.#############.####.gz" for hidden directory ".diags"
3. Access Reporter via FTP.
4. Move ".diags"
5. Get all data

Hang up issues

[Note] - Do not run command diagnostics service-info send-url before exporting the core dump.
Reporter clears the core dump from local file system.

1. Log in to reporter via ssh
    [Note]  Access reporter via serial console if Reporter does not answer ssh access.
2. Run command diagnostics service-info save-core
    -> Reporter will force create current core dump in local file system.
3. Run command diagnostics service-info export
    -> Reporter will create core dump "core.bcreporter.#############.####.gz" for hidden directory ".diags"
4. Access Reporter via FTP
5. Move ".diags"
6. Get all data.

Additional Information

Table of Contents

• Command sample: diagnostics service-info send-url
• Command sample: diagnostics service-info export
• Command sample: diagnostics service-info export
• Command sample: Ftp access for Reporter FTP service and download troubleshooting data via MS-DOS

Command sample: diagnostics service-info send-url

=========================================================================
reporter# diagnostics service-info send-url ftp:/###.###.###.###
Uploading diag info to remote host
remote user: USER
password:####
Collecting diagnostic and system information ...
Uploading diagnostics archive ...
Diagnostics upload complete.
reporter#
=========================================================================

Command sample: diagnostics service-info export

=========================================================================
reporter# diagnostics service-info export
Collecting diagnostic and system information ...
Exporting diagnostics archive ...
Export complete.
reporter#
=========================================================================

Command sample: diagnostics service-info export

=========================================================================
reporter# diagnostics service-info save-core
Core files may be large and require significant time to compress.
Are you sure this is necessary? (y/N): y
Generating core file...
Compressing core file...
Saving core file...
Reporter core file saved.
reporter#
=========================================================================

Command sample: Ftp access for Reporter FTP service and download troubleshooting data via MS-DOS

=========================================================================

C:\>ftp Reporter IP
220 Welcome to the Reporter FTP service.
200 Always in UTF8 mode.
User (Reporter IP:(none)): user
331 Please specify the password.
Password: ####
230 Login successful.
ftp>
ftp> cd .diags
250 Directory successfully changed.
ftp> dir
200 PORT command successful. Consider using PASV.
150 Here comes the directory listing.
-rwxrwxrwx    1 ftp      ftp         21727 Apr 02 07:05 bcr-journal
-rwxrwxrwx    1 ftp      ftp          5089 Apr 02 07:05 bcr-journal-20210402.gz
-rwxrwxrwx    1 ftp      ftp      41371290 Apr 01 07:49 core.bcreporter.1617263257.26992.gz
-rwxrwxrwx    1 ftp      ftp        189198 Apr 02 07:05 directoryListing.txt
-rwxrwxrwx    1 ftp      ftp      38753242 Apr 02 07:05 reporterdiags.zip
-rwxrwxrwx    1 ftp      ftp         13630 Apr 02 07:05 sysinfo.txt
-rwxrwxrwx    1 ftp      ftp        310269 Apr 02 07:05 tasklist.txt
-rwxrwxrwx    1 ftp      ftp       3307525 Apr 02 07:05 varlogmessages.txt
226 Directory send OK.
ftp> prompt
ftp>
ftp> mget *
=========================================================================