HCX - Tech Support bundle collection failed with error "Failed to generate the Support Bundle. null"

Products

• VMware HCX
• VMware Cloud on AWS

Issue/Introduction

• Unable to download the HCX support bundle for a specific HCX Connector or Cloud Manager system using the HCX Standalone or vCenter Plugin UI.
• The following error message will be displayed on the UI: "Failed to generate the Support Bundle. null."

• The following error is observed in the /common/logs/admin/app.log:

<timestamps> [TechSupportService_SvcThread-1, Ent: HybridityAdmin, , TxId: TxId: ########-####-####-####-###########] ERROR c.v.v.h.TechSupportCollectionHcspJob- Failed to POST the request to Appliance Management
java.lang.RuntimeException: Failed to generate the Support Bundle. null

Environment

HCX

Resolution

Workaround:

To download the support bundle, use the appliance management interface at <https://hcx-ip-or-fqdn:9443>:

1. Navigate to the HCX 9443 UI.
2. Go to Administration > Troubleshooting -> Technical Support Logs
3. Click on GENERATE

 

Alternatively, you can gather the logs for HCX technical support logs using a standalone script.
For more information, please access: Gathering Technical Support Logs: Script Access

Additional Information