Skip to Content

Changes for page Reporting Issues

Last modified by michelk on 2021/09/09 20:55
From version 2.1
edited by michaely
on 2021/09/09 18:01
Change comment: Import
To version 7.1
edited by michaely
on 2021/09/09 18:01
Change comment: Import

Summary

Details

Page properties
Content
... ... @@ -32,61 +32,20 @@
32 32  
33 33  To download files, via SCP, to a Linux or OS X machine, you can utilize the "scp" command.
34 34  
35 -{{code}}
35 +{{code language="bash"}}
36 36  scp <ssh username>@<ip of server>:<path of file to download> <local file destination path>
37 37  {{/code}}
38 38  
39 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 40  
41 -{{code}}
42 -scp root@192.168.1.1:/root/islogs.tar.gz /home/mike/Downloads
41 +{{code language="bash"}}
42 +scp root@192.168.1.1:/root/islogs.tar.gz /ho me/mike/Downloads
43 43  {{/code}}
44 44  
45 45  Once executed, the command will prompt you for the root user password.
46 46  
47 -= Support Packages =
47 += Logs =
48 48  
49 -iSymphony now allows administrators to create support packages which contain useful information about the system. These packages are used by our support team to expedite the troubleshooting process. Creating s support package 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 Packages 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 ==
55 += 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 ===
59 +== 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 ===
67 +== 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 ===
79 +== JRE Version ==
121 121  
122 122  The following command can be used to acquire the version of the JRE iSymphony is utilizing:
123 123