Generating support bundle from NSX manager UI fails

Products

• VMware NSX

Issue/Introduction

• NSX version is 4.1.x or earlier.
• Support bundle generation from UI fails.
• NSX cluster is stable.
• Logs indicate new bundle request is received but it times out.

NSX 1330 - [nsx@6876 comp="nsx-manager" subcomp="opsagent" s2comp="sbundle" tid="2580" level="INFO"] New bundle request received
NSX 1330 - [nsx@6876 comp="nsx-manager" subcomp="opsagent" s2comp="sbundle" tid="2561" level="INFO"] Processing new bundle request
NSX 1266686 - [nsx@6876 comp="nsx-manager" subcomp="sbundle-collect" username="root" level="WARNING"] Support bundle generation timed out
NSX 1330 - [nsx@6876 comp="nsx-manager" subcomp="opsagent" s2comp="sbundle" tid="2561" level="ERROR" errorCode="OPS60014"] Error invoking collect script, ret: 124, output: , error: Support bundle generation timed out
NSX 1330 - [nsx@6876 comp="nsx-manager" subcomp="opsagent" s2comp="sbundle" tid="2561" level="ERROR" errorCode="OPS60014"] Bundle request failed, rc: 124, out: , err: Support bundle generation timed out
NSX 1330 - [nsx@6876 comp="nsx-manager" subcomp="opsagent" s2comp="sbundle" tid="2580" level="INFO"] Ignoring cancel request, task has progressed beyond point where it can be cancelled

• Rebooting NSX managers do not help.

Environment

VMware NSX

Cause

This happens because of a known issue in 4.1.x and earlier NSX releases. The support bundles taking too long to collect.

Resolution

• For resolution upgrade to NSX 4.2.x or 9.x.
  
  
• As a workaround generate support bundle from NSX manager or edge CLI.
  Steps -
  1. Log in to each NSX manager or edge node, for which support bundle is required, as admin user via SSH or the VM console.
  2. Generate the support bundle with the command: get support-bundle file filename.tar

  Example:
  nsx> get support-bundle file filename.tar
  
  To generate log bundle for any specific days use log-age option.
  nsx> get support-bundle file filename.tar log-age [number of days]

3. Copy the support bundle.
  a. Using the command: copy file nsx_support_bundle.tar url <scp-file-url-arg>
  Note: Replace nsx_support_bundle.tar by the filename you used in the previous step, and <scp-file-url-arg> by an SCP URL.
  Example: copy file filename.tar url scp://myuser@##.##.##.##/path/to/folder/

  b. The file is stored under /image/vmware/nsx/file-store/ and can also be copied by connecting to the respective NSX node with root account using an application such as WinSCP.

 

 

Additional Information

How to collect a support bundle for NSX nodes via CLI