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Troubleshooting App Controller

Oct. 08, 2015

App Controller provides tools to help you gather information to solve issues that may arise with your deployment. From the Troubleshooting menu from the Main Menu in the command-line console, you can use the following tools:

  • [0] Back to Main Menu. Return to the main command-line menu.
  • [1] Network Utilities. View routing tables, network information, and use traceroute and the PING command to check network connections.
  • [2] Logs. Configure log levels and download log reports to your computer.
  • [3] Support Bundle. Create a support bundle that contains system information, logs, database information, core information, trace files, and the latest configuration information for App Controller. You can select either the Secure Copy protocol (SCP) or the File Transfer Protocol (FTP) to transfer the support bundle to the remote server for your support personnel.

Capturing Network Settings for Troubleshooting

You can use the command-line console to view the following network details:

  • Network information for each network adapter on App Controller
  • The App Controller routing table that lists routes to network destinations
  • The Address Resolution Protocol (ARP) table information for App Controller
  • Detection of other networks by using the PING command
  • Network routes by using traceroute
  • The DNS name associated with an IP address by using DNS lookup
  • A network trace to provide to technical support personnel

To view network information for App Controller

  1. In the command-line console, on the Main menu, type 4 and then press ENTER to open the Troubleshooting menu.
  2. In the Troubleshooting menu, type 1 and then press ENTER to open the Network Utilities menu.
  3. In the Network menu, select one of the following options:
    • Type 1 to obtain network information about App Controller.
    • Type 2 to view the App Controller routing table.
    • Type 3 to view the Address Resolution Protocol (ARP) table.
    • Type 4 to open the ping utility.
    • Type 5 to trace the network route of an IP address.
    • Type 6 to find the DNS name associated with an IP address.
    • Type 7 to obtain a network trace.
  4. Follow the command prompts for the selected option.

To return to the Troubleshooting menu, type 0.

Creating a Support Bundle for App Controller

If you have a problem with App Controller, you can create a support bundle to send to technical support staff for evaluation. The support bundle contains the following information:

  • System information
  • App Controller logs
  • App Controller database information
  • App Controller core information
  • Trace files
  • App Controller most recent snapshot

To create a support bundle

  1. In the App Controller command-line console, type 3 and then press ENTER to open the Troubleshooting menu.
  2. In the Troubleshooting menu, type 3 and then press ENTER to open the Support Bundle menu.
  3. In the Support Bundle menu, type 1, press ENTER and then follow the command prompts.
  4. To encrypt the existing support bundle, type 2, press ENTER and then follow the command prompts.

When App Controller finishes creating the support bundle or overwriting a support bundle you previously created, you receive a message that contains the name of the support bundle. The name contains the date and time stamp, and the internal IP address of the appliance. The support bundle has the extension .support. For example, you might see the following as the name of the file: 20100823150921_10.199.240.168.support. The section 20100823 is the date, 150921 is the time, and 10.199.240.168 is the IP address. When you create a support bundle, you can then use the Secure Copy protocol (SCP) or the File Transfer Protocol (FTP) menu options to upload the bundle to a remote server for review by technical support staff.

To upload a support bundle by using either SCP or FTP

  1. In the App Controller command-line console, type 4 and then press ENTER to open the Troubleshooting menu.
  2. In the Troubleshooting menu, type 3 and then press ENTER to open the Support Bundle menu.
  3. In the Support Bundle menu, type either 3 or 4, press ENTER and then follow the command prompts.

Configuring Logs by Using the Command-Line Console

  1. In the command-line console, in the Main menu, type 4 and then press ENTER to open the Troubleshooting menu.
  2. In the Troubleshooting menu, type 2 and then press ENTER to open the Logs menu.
  3. In the Logs menu, do one of the following:
    • Type 3 to restore the default log level control, which is level 4.
    • Type 4 to create a new log file.
    • Type 5 to display the current log. When you select this option, you can then select how many lines (from 1 through 1,000) of the log you want to view.
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