To analyze and diagnose issues, One Identity Support may ask the Appliance Administrator or Operations Administrator to send a support bundle containing system and configuration information.

As an alternative, you can use the Recovery Kiosk to generate and send a support bundle to a Windows share. For more information, see Recovery Kiosk (Serial Kiosk).

Virtual appliance support bundles are generate from the web management console. For more information, see Support Kiosk..

IMPORTANT: User must remain on the page until the bundle is complete. If user refreshes or navigates away from the page the back-end bundle process continues to run to completion, but the pending web request is canceled and the bundle will not be retrievable.

To create a support bundle

  1. Navigate to:

    • web client: Navigate to Appliance > Support Bundle.
  2. Select Include Event Logs if you want to include operating system events. Unless requested by support, it is recommended to leave this unchecked because it takes much longer to generate the support bundle.
  3. Select Limit included log files then identify the number of Days for which data should be collected.
  4. Click Generate Support Bundle.
  5. Browse to select a location to save the support bundle .zip file and click Save.
  6. Send the support bundle to One Identity Support. For more information, see About us.