Collecting diagnostic information for vRealize Network Insight

Products

• VMware Aria Operations for Networks

Issue/Introduction

This article provides steps to obtain diagnostic information to enable support on vRealize Network Insight.

VMware Technical Support routinely requests diagnostic information from you when a support request is handled. This diagnostic information contains product specific logs, configuration files, and data appropriate to the situation. For more information, see VMware vRealize Network Insight Information.

Environment

VMware vRealize Network Insight 5.x
VMware vRealize Network Insight 3.x
VMware vRealize Network Insight 6.x
VMware vRealize Network Insight 4.x

Resolution

Support bundle

In order to look into the logs for inspecting the details and identifying anomalies, a support bundle is created.

 

Generate a support bundle using the UI

1. Open Settings > Infrastructure and Support page.
2. In the Platform VMs or Proxy VMs table > Support Bundle column, click the Create Support Bundle icon .
3. Click Yes to confirm creation of a new support bundle.
4. After new support bundle is created, click the current creation date download link to download the support bundle locally to share it with the support team.

 

Generate a support bundle using the CLI

1. Log into the desired vRealize Network Insight VM as consoleuser via Console or SSH.
2. Run the following command to generate a support bundle:

support-bundle create

3. Run the following command to get the name of the support bundle:

support-bundle list

Note: Make note of the support bundle with a complete timestamp.
Example: platform-DQ1ZY5M-IQ1ZY56-12162019-190726

4. Run the following command to copy the support bundle to new path with corrected permissions:

support-bundle copy --user support --ip IP_of_VM --port 22 --bundle support_bundle_name --targetpath /tmp

Note: replace IP_of_VM with the IP address of the vRealize Network Insight VM you logged into, and replace support_bundle_name with the name of the support bundle found in step x.
Example: support-bundle copy --user support --ip 192.168.3.50 --port 22 --bundle platform-DQ1ZY5M-IQ1ZY56-12162019-190726 --targetpath /tmp

5. Log into the same vRealize Network Insight VM as support using an SCP utility to copy the newly generated support bundle from /tmp.

 

Support tunnel

Support tunnel allows support engineers to remotely connect to customer’s platform and proxy VMs on SSL secured connection. When a customer wants the product support team to look into a problem for troubleshooting, they can choose to turn on the Support tunnel for the support engineers.

Note: The network should allow traffic to support2.ni.vmware.com on port 443.

To enable the support tunnel using CLI:

1. Log in to CLI using credentials and steps from the vRealize Network Insight Command Line Interface Reference Guide.
2. To enable the support tunnel use this CLI:
   support-tunnel enable
3. To confirm status of support tunnel, use this CLI:
   support-tunnel status

To enable the support tunnel using UI:

1. Open Settings > Install and Support Page.
2. Turn on the toggle switch in front of Support Tunnel.
   
   This will attempt to establish support tunnel from all vRNI VMs and will show the status of tunnel on the page.