How to gather Reporter troubleshooting data?

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Article ID: 211978

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Updated On:

Products

Reporter-S500 Reporter-VA

Issue/Introduction

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

There is 3 typically issue and it is different log gathering process.

  • The basic issue such a reporting, performance, service at Email SNMP health check etc...
  • The unexpected restart issue
  • The hang up issue that the serial console is working but web console ssh console not working.

Please gather troubleshooting data refer by Resolution steps and then upload to Brodcom Support.

Environment

Release : Reporter 10.5.x.x and higher version

Component : troubleshooting data.

Resolution

The basic issue

  1. Login reporter via ssh console.
  2. Run command diagnostics service-info send-url 
  3. Upload us sosreport-reporter-XXXXXXXXXXXX.tar.xz

 

The unexpected restart issue

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

  1. Login reporter via ssh console.
  2. Run command diagnostics service-info export
     -> Reporter will create core dump "core.bcreporter.XXXXXXXXXXXX.XXXX.gz" for hide directory ".diags"
  3. Access Reporter via FTP and move ".diags" then mget all data

 

The hang up issue

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

  1. Login reporter via ssh
     [Note] Please access for reporter via serial console if Reporter not answer ssh access.
  2. Run command diagnostics service-info save-core
     -> Reporter force create current core dump in local file system.
  3. Run command diagnostics service-info export
     -> Reporter will create core dump "core.bcreporter.XXXXXXXXXXXX.XXXX.gz" for hide directory ".diags"
  4. Access Reporter via FTP and move ".diags" then mget all data.

Additional Information

Command sample: diagnostics service-info send-url
=========================================================================
reporter# diagnostics service-info send-url ftp://XXX.XXX.XXX.XXX
Uploading diag info to remote host
remote user: USER
password:PASS
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: xxxxx
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 *
=========================================================================