Diagnostics Log Assist for Broadcom Cases
Article ID: 420928
Updated On:
Products
Issue/Introduction
You can transfer a support bundle to Broadcom Support for the purposes of troubleshooting an open Support Case. Log Assist streamlines the process of manually gathering and uploading a support bundle used by Technical Support Engineers (TSEs) to help solve customer technical issues. Diagnostics Log Assist allows you to select objects in your environment, enter your support case, and have VCF Operations perform the collection and upload of the log bundle.
Diagnostics Log Assist requires the configuration of a Unified Cloud Proxy. A Unified Cloud Proxy can not be in the same Collector Group with a Classic Cloud Proxy. After you deploy your Unified Cloud Proxy(s) you must assign your inventory under Log Assist Assignments found in Infrastructure Operations → Configurations. All inventory needs to be assigned to Cloud Proxies for log assist to function. You will see grayed out check boxes in the log assist feature of any endpoints which are not associated with an Unified Cloud Proxy.
When you initiate, Diagnostics Log Assist Operations will communicate with the Unified Cloud Proxy. The Unified Cloud Proxy will validate the rights to the Product integrations and the Cloud Service. The Unified Cloud Proxy will then start collecting the log bundle from the object selected and upload these log files to the Case you have defined along with the Site ID you have configured. The log files will be streamed from the Object through the Cloud Proxy to the cloud service in ~10mb chunks of data. This process is queued so if there is a delay in writing to the Cloud Service the Log Assist job will not fail.
Environment
VCF Operations
Resolution
Please note: To accelerate a case with Broadcom Support, you can add log-based diagnostic findings to identify known issues that might contribute to the troubleshooting. Make sure the findings cover the period for which the issue was observed. When you initiate a transfer, Log Assist uploads the diagnostic findings along with the support bundles. For more details, see How to collect a Diagnostics Log Bundle.
Upload data to the case.
- Log in to VCF Operations.
- In the Control Panel, navigate to the Log Assist card.
- Click Prepare a Transfer.
- Select the affected object from the VCF inventory tree.
You can select objects from the VCF inventory tree up to the ESX host level. You cannot select an individual virtual machine. Dimmed check boxes indicate that the object has no mapping to a unified collector or you do not have the required privileges for the object. To configure the mapping, go to Infrastructure OperationsConfigurationsLog Assist Assignment and drag and drop the required object. To fix privileges, see KB 375817. After the assignment is complete, continue with your cloud transfer.
- Click Next and wait for the connectivity validation. In case the check fails, click RE-VALIDATE to get the latest connectivity status for your environment.
- On the Transfer to Support Portal tab, enter your case number in the Support case ID field.
- Click Transfer. If the transfer is successful, you return to the home page.
Additional Information
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