How to collect a support bundle

The Swarm Support Tools bundle is essential for all users of Swarm products. It contains scripts for many purposes. Inside the bundle are support scripts as well as PDFs describing in detail how to use them:

  • Tech-Support-Scripts-Bundle.pdf

  • Tech-Support-Scripts-Bundle-swarmctl.pdf

The primary tool in this bundle is the script techsupport-bundle-grab.sh. The script snapshots the Swarm configuration and log data into a tarball and attaches it to a support ticket to assist troubleshooting.

Creating a support bundle

Best practice is to proactively collect and upload a support bundle with relevant technical information when a support ticket is opened with DataCore Support. Create a tarball by running the techsupport-bundle-grab.sh command from the extracted tools bundle.

Follow the process below to provide the support bundle when an issue is raised with DataCore Support:

  1. Open a support ticket and note the ticket number (such as 220331-000023) to use when uploading files.

  2. Download the bundle: swarm-support-tools.tgz

    1. CLI download command example

      1 2 cd /root wget https://support.cloud.caringo.com/tools/swarm-support-tools.tgz
  3. Extract the tools in the /root directory on the server (CSN, Elasticsearch, SwarmNFS, or Gateway).

    1. CLI extraction command example

      1 tar -xf swarm-support-tools.tgz
  4. Navigate to the tools directory, which is usually /root/dist.

    1 cd /root/dist
  5. Recommended: Update the support bundle if significant time has passed since the bundle was last downloaded or updated. The version can be checked by viewing the REVISION.txt file.

    1. Check the version by viewing the contents of the REVISION.txt file

      1 2 cat REVISION.txt 2022_0328-1512-01
    2. Update the bundle to the current version.

      1 ./updateBundle.sh
  6. Execute the script:

    1. Standard bundle grab:

      1 ./techsupport-bundle-grab.sh
    2. Bundle grab including the settings checker output. Useful for Swarm upgrades. See https://caringo.atlassian.net/wiki/spaces/public/pages/2443809416 for more details.

      1 ./techsupport-bundle-grab.sh -s
  7. Note the name and location of the tarball created by the script.

Uploading the bundle (internet access)

Upload directly from a server with internet access:

  1. Type the following to enable the uploadtosupport function in the local shell:

    1 source /root/dist/bashrcforcustomers
  2. Type the following to upload the bundle to DataCore Support. Verify the TGZ file is uploaded and not the 0 byte root directory:

    1 uploadtosupport [new-bundle-filename].tgz
  3. Enter the ticket number when prompted for a client name and ticket number.

  4. The uploader automatically adds the bundle to the ticket and notifies DataCore Support. There is no need to email DataCore Support or make any changes to the ticket.

Uploading the bundle (no internet access)

The file needs to be moved to a location with internet access if the local server does not have access to the internet.

  1. Securely connect (such as with WinSCP) to the server (CSN or other product) from an accessible location.

  2. Download the latest support bundle.

  3. Browse to the Uploader URL: https://support.cloud.caringo.com/uploader/uploader

  4. Upload the bundle from the download location.

  5. Enter the ticket number when prompted for a client name and ticket number.

  6. The uploader automatically adds the bundle to the ticket and notifies DataCore Support. There is no need to email DataCore Support or make any changes to the ticket.