How do I use the support-diag.py script to upload site information?


Problem: 

When Adaptive Computing needs information to diagnose a problem, it's important support and development personnel have configuration and logs available to investigate the problem(s).  This can be a lot of data, which would be difficult to gather manually.  Fortunately, it's been simplified. 

Solution:

When Moab is installed, there is a tool directory that contains the script "support-diag.py".  This script will bundle up all of the information, and attempt to upload it to Adaptive Computing's ssh server, which is securely configured to protect your information. 

Note:  If you are asked to provide specific higher-level logs, you may need to elevate the log level(s).  Refer to this KB articial for how to accomplish that:  http://kb.adaptivecomputing.com/phpmyfaq/index.php?action=artikel&cat=1&id=219&artlang=en

The way you use the script depends on whether or not your Moab server has internet access. 

NOTE:  The script must be run as root in order to collect all the information we might need!

If your Moab/Torque server can access the Internet:

On that server, run the command, providing the Salesforce ticket number after the "-t" (replace the "<tkt-no>" string in the examples below):

$MOABHOMEDIR/tools/support-diag.py -t <tkt-no>

It will package up the information, then prompt for a password.  Use "hello" (without the quotes).  The information is uploaded to our support server, but only Adaptive people will have access to it. 

If your Moab/Torque server cannot access the internet:

This case is only a little more complicated.  Add the "-n" option in front of the "-t" like so:

$MOABHOMEDIR/tools/support-diag.py -n -t <tkt-no>

It this case, the script will create a file you can manually copy to a server that does have internet access, then upload the file from there.  Assuming the file was named "myserver.12345.tar.gz", copy it to a server that has Internet access, then on to our support server, using the same password, like this: 

scp myserver.12345.tar.gz guest@ssh.adaptivecomputing.com:

Note that the the colon character at the end is important.  If that's left off, the scp program treats it as a local file, not a remote file, and nothing gets copied. 

 

Tags: support bundle, support-diag.py
Last update:
2019-08-12 18:37
Author:
Rob Greenbank
Revision:
1.7
Average rating: 5 (1 Vote)

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