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Changes for page Reporting Issues

Last modified by michelk on 2021/09/09 20:55
From version 1.1
edited by michaely
on 2021/09/09 18:01
Change comment: Import
To version 6.1
edited by michaely
on 2021/09/09 18:01
Change comment: Import

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16 16  
17 17  Make sure to include a detailed description of the bug/issue and what you were doing to cause it. Also include the time the bug occurred if possible. Be as detailed as possible.
18 18  
19 -= Transferring Files =
19 += Logs =
20 20  
21 -In most cases, support representatives will require files from your server in order to troubleshoot issues. You can utilize SCP to download the files onto your personal machine. Once the files are on your personal machine, you can attach them in a new ticket or in a reply to an existing ticket.
22 -
23 -{{info}}
24 -Using SCP requires that you know the SSH login credentials for the server.
25 -{{/info}}
26 -
27 -== Windows ==
28 -
29 -To download files, via SCP, to a Windows machine, you can utilize the free application WinSCP ([[http:~~/~~/winscp.net/>>url:http://winscp.net/||shape="rect"]])
30 -
31 -== Linux/OS X ==
32 -
33 -To download files, via SCP, to a Linux or OS X machine, you can utilize the "scp" command.
34 -
35 -{{code}}
36 -scp <ssh username>@<ip of server>:<path of file to download> <local file destination path>
37 -{{/code}}
38 -
39 -For Example, the following command will download the file /root/islogs.tar.gz from the server at 192.168.1.1, to the /home/mike/Downloads directory on your local machine.
40 -
41 -{{code}}
42 -scp root@192.168.1.1:/root/islogs.tar.gz /home/mike/Downloads
43 -{{/code}}
44 -
45 -Once executed, the command will prompt you for the root user password.
46 -
47 -= Support Packages =
48 -
49 -iSymphony now allows administrators to create support packages which contain useful information about the system. Our support that our support staff can use to troubleshoot issues. Creating support packages is easy, and can be done from the Administration Interface or the server command line.
50 -
51 -{{note}}
52 -The ability to create support packages is only available in iSymphony 3.3+. If you are using a version of iSymphony prior to 3.3, see the Manual Collection section below.
53 -{{/note}}
54 -
55 -== Creating Support Packages from the Administration Interface ==
56 -
57 -iSymphony provides an easy to use interface that allows administrators to create, and download, support packages directly from the Administration interface.
58 -
59 -{{note}}
60 -If you cannot access the Administration interface, due to issues with the application, see Creating Support Packages from the Command Line below
61 -{{/note}}
62 -
63 -1. Log into the Administration Interface. See [[doc:Connecting to the Administration Interface]].
64 -1. (((
65 -Select **Global Configuration** at the top right hand corner of the Administration Interface.
66 -
67 -{{info}}
68 -Only super Administrators have access to the Global Configuration section. See [[doc:Administrators]] for more information.
69 -{{/info}}
70 -)))
71 -1. Under **Create Support Package**, select the information you wish to be included in in the package. The default selection is usually sufficient.
72 -1. Click **Create**.
73 -1. Once the package has been created you can use the **Download** button to download the package to your system and attach it to a support ticket.
74 -
75 -== Creating Support Package from the Command Line ==
76 -
77 -If you are unable to access the Administration Interface, you can create support packages from the server command line by executing the **support.sh** script. You can specify several parameters to tell the script which pieces of information to include in the package.
78 -
79 -1. Log into the server via SSH or a terminal.
80 -1. Run the following command
81 -
82 -
83 -
84 -= Manual Collection =
85 -
86 -If you are using a version of iSymphony prior to 3.3, you can use the following instructions to collect system information to report to the iSymphony support team.
87 -
88 -== Logs ==
89 -
90 90  Include all log files from **/opt/isymphony3/server/log** in the ticket. You can make a archive of the logs via the following command.
91 91  
92 92  {{code language="bash"}}
... ... @@ -93,11 +93,11 @@
93 93  tar -zcvf islogs.tar.gz /opt/isymphony3/server/log
94 94  {{/code}}
95 95  
96 -== Environment Information ==
27 += Environment Information =
97 97  
98 98  In many cases it is useful for our support team to know details of the hardware, OS, and JRE used to run iSymphony.
99 99  
100 -=== Operating System Details ===
31 +== Operating System Details ==
101 101  
102 102  You can acquire basic OS information by running the following command on your server's command line:
103 103  
... ... @@ -105,7 +105,7 @@
105 105  uname -a
106 106  {{/code}}
107 107  
108 -=== Hardware Details ===
39 +== Hardware Details ==
109 109  
110 110  The following commands can be used to acquire details about the hardware installed on the server:
111 111  
... ... @@ -117,7 +117,7 @@
117 117  free -m
118 118  {{/code}}
119 119  
120 -=== JRE Version ===
51 +== JRE Version ==
121 121  
122 122  The following command can be used to acquire the version of the JRE iSymphony is utilizing:
123 123