Collect Support Info

The Audit Collect Support Information Screen is used to collect log information from AOS Devices and Stellar APs that you can send to Alcatel-Lucent Enterprise (ALE) Technical Support to troubleshoot problems. The log files you specify are collected and downloaded to the OmniVista Server in a compressed file (zip for AOS devices, tar.gz for Stellar APs) that you can then send to Technical Support. By default, the log files are retained on the server for 7 days. However, you can configure the retention period (1 - 31 days) on the Preferences - Collect Support Info Screen (Administration - Preferences - System - Collect Support Info). The log files can be downloaded to an OmniVista Client at any time during the retention period. Downloaded files are displayed in the Collect Support Info Table.

Note: Only Admin role and Network Admin users have access to this page/feature. Writer and Read-Only users do not.

Collecting Log Files

Click on the Start Collection of Support Info button, select a device, select the information to be collected as described below, then click on the Start Collection Now button to download the specified log files. You can only collect log files from one device at a time. Repeat to collect logs from additional devices.

• Collect swlog Files - Enable (On) this field to collect all switch log files (On/Off, Default = On).
• Collect cfg Files - Enable (On) this field to collect configuration files (e.g., boot.cfg, vcboot.cfg) from the Certified and Working Directories (On/Off, Default = On).
• Select Tech Support Collection Level - Select the type(s) of Tech Support log files you want to download. By default, all file types are selected, however, you can select one or more specific types.
  • Remove All (0 Selected) - If you select "Remove All" (0 Selected), OmniVista will download all Configuration and Switch Log Files.
  • Show Tech Support - Includes all Configuration and Switch Log Files plus tech support log file information (device hardware, firmware information).
  • Show Tech Support Layer 2 - Includes all Configuration and Switch Log Files plus Layer 2 log file information (Layer 2 interface information).
  • Show Tech Support Layer 3 - Includes all Configuration and Switch Log Files plus Layer 3 log file information (Layer 3 IP information)
  • Show Tech Support Engineering - Includes all Configuration and Switch Log Files plus Engineering log file information (Virtual Chassis information). This file is only available for 7x/8x switches. When this level is selected, the "Show Tech Support Engineering Complete" level is not available.
  • Show Tech Support Engineering Complete - Includes more detailed files than the "Show Tech Support Engineering" option. When this level is selected, the "Show Tech Support Engineering" level is not available.

Downloading Log Files

Downloaded files are displayed in the Collect Support Info Table. Select a file(s) and click on the Download Files button to download the file(s) to your Download Folder. You can also select a file(s) and click on the Delete icon to delete the file(s) from your Download Folder.

Collect Support Info Table

• File Name -The file name. For AOS Devices, the files are downloaded as a Zip File, with the device IP Address and date and time in the file name. For example, 10.255.225.237_20190306145346 indicates that the files are from 10.255.225.237 and were collected on March 6, 2019 at 2:53:46 p.m. The date and times reflect the location of the OmniVista Server collecting the logs. For APs, the files are downloaded as a tar.gz File, with the device MAC Address and date and time in the file name. For example, 34E70B000650_snapshot__20190306145346 indicates that the files are from 34E70B000650 and were collected on March 6, 2019 at 2:53:46 p.m. The date and times reflect the location of the AP..
• Status - The file collection status:
  • Collecting - The file is being collected by the OmniVista Server and is not yet ready for download.
  • Collected - The file was downloaded to the OmniVista Server and ready for download to the Client.
  • Failed - The file could not be downloaded from the OmniVista Server.
• Selected Options - The type(s) of Tech Support log files downloaded.