Product Documentation

Creating a Support Bundle for App Controller

Jan 29, 2014

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.