-
Title
How to create a Support Bundle in TPAM 2.5 -
Description
In order to troubleshoot issues with your TPAM appliance, Support may request that you generate a Support Bundle, which will collect all relevant logs from the appliance for review.
-
Resolution
To create a Support Bundle from the Primary, please follow these steps:
1. Select System Status/Settings | System Status from the menu.
2. Click the "Support Bundle" tab.
3. Select ALL the check boxes in the Optional Items section. Leave the Start and End Date blank to gather all available diagnostics (30 days)
4. Click the Create Support Bundle button. Once the bundle is complete it is displayed in the Bundle list.
5. Select the bundle name from the list that you want to download.
6. Click the Download Bundle button.
7. Click the OK button to save the file offline. Now the zip file can be emailed to Technical Support.
For complete steps on Creating a Support Bundle, please refer to the System Administrator Guide. A copy may be downloaded here: TPAM Appliance - Technical Documentation.
In certain circumstances it may be required to create a Support Bundle from the Replica appliance. To create a Support Bundle from the Replca, please follow these steps:
If using version 2.5.920+, there is no need to failover to the replica to create a Support Bundle from the Replica appliance, please follow the steps for the primary appliance above.
For 2.5.919 and below:
1. Logon to the /admin interface of the primary appliance.
2. Select System Status/Settings | Cluster Management from the menu.
3. Select the cluster member to force the failover to.
4. Click the Force Failover button.
5. Click the Continue with Change button on the confirmation window.
6. Click the "Cluster Status" tab to verify that the appliance has the mode of “FailedOver”. This may take a few minutes. Click the "Cluster Status" tab to refresh the page.
Once the Replica appliance is in "Failover" mode you may log in to the /admin interface of the Replica appliance and generate a Support Bundle as per the steps above. Following that you can unforce the failover:
1. Log on to the /admin interface of the primary appliance.
2. Select System Status/Settings | Cluster Management from the menu.
3. Select the cluster member that is currently failed over.
4. Click the Un-force Failover button.
5. Click the Continue with Change button. This kicks off the Failback timeout count down, so the failback will not start processing till the count down completes. Wait several minutes to allow the un-force failover processes to complete, eventually the replica will return to a replication status of standby.
For complete steps on Forcing a Failover, please refer to the System Administrator Guide. A copy may be downloaded here: TPAM Appliance - Technical Documentation.