Generate technical support bundle

For help with analyzing and resolving any issues with a NetScaler appliance, you can generate a technical support bundle on the appliance and send the bundle to Citrix Technical Support. The NetScaler technical support bundle is a gzipped tar archive of system configuration data and statistics. It collects the following data from the NetScaler appliance on which you generate the bundle:

  • Configuration files. All files in the /flash/nsconfig directory.
  • Newnslog files. The currently running newnslog and some previous files. To minimize the archive file size, newnslog collection is restricted to 500 MB, 6 files, or 7 days, whichever occurs first. If older data is needed, it might require manual collection.
  • Log files. Files in /var/log/messages, /var/log/ns.log, and other files under /var/log and /var/nslog.
  • Application core files. Files created in the /var/core directory within the last week, if any.
  • Output of some CLI show commands.
  • Output of some CLI stat commands.
  • Output of BSD shell commands.

You can use a single command to generate the technical support bundle and securely upload it to the Citrix Technical Support server. To upload, you must specify your My Citrix credentials. When you generate the bundle, you can specify the case or service request number that was allotted to you by Citrix Technical Support. If you have already generated a technical support bundle, you can upload the existing archive file to the Citrix Technical Support server by specifying the file name with the full path.

The technical support bundle is saved on the NetScaler appliance in an archive at the following location:

/var/tmp/support/support.tgz

The above path is a symlink to the most recent collector for easy access. The full filename varies, depending on the deployment topology, but generally follows a format similar to:

collector_<P/S>_<NS IP>_<DateTime>.tgz.

If your NetScaler appliance does not have direct Internet connectivity, you can use a proxy server to directly upload the technical support bundle to the Citrix Technical Support server. The basic format of the proxy string is:

proxy_IP:<proxy_port>

If the proxy server requires authentication, the format is:

username:password@proxsy_IP:<proxy_port>

Note

For NetScaler appliances in a high availability pair, you must generate the technical support bundle on each of the two nodes.

For NetScaler appliances in a Cluster setup, you can generate the technical support bundle on each node individually, or you can generate smaller abbreviated archives for all nodes by using the cluster IP address.

For NetScaler Admin Partitions, you must generate the technical support bundle from the default admin partition. To get the technical support bundle for a specific partition, you must specify the name of the partition for which you want to generate the technical support bundle. If you do not specify the name of the partition, data is collected from all admin partitions.

To generate the NetScaler technical support bundle by using the command line interface

At the command prompt, type:

show techsupport [-scope <scope> <partitionName>] [-upload [-proxy <string>] [-casenumber <string>] [-file <string>] [-description <string>] [-userName <string> -password ]]

Sr. No Task Command
1 Generate and upload the technical support bundle to the Citrix Technical Support server. show techsupport –upload –userName account1 –password xxxxxxx
2 Generate and upload the technical support bundle to the Citrix Technical Support server through a proxy server show techsupport –upload –proxy 1.1.1.1:80 –userName account1 –password xxxxxxx
3 Upload an existing technical support bundle to the Citrix Technical Support server. show techsupport –upload -file,/var/tmp/support/collector_P_10.102.29.160_9Sep2015_15_22.tar.gz –userName account1 –password xxxxxxx
4 Generate small, abbreviated archives for all nodes in a Cluster setup. Execute this command by using the cluster IP address show techsupport –scope CLUSTER
5 Generate a technical support bundle specific to an admin partition. Execute this command on the default admin partition. show techsupport –scope PARTITION partition1

Generate technical support bundle

In this article