Generate and upload a support bundle

[david_plesnik]

• Summary
• Generating the bundle via UI
• Generating the bundle via SSH
• Uploading the bundle
• What's next

Summary

The support bundle contains logs and system information from your Runecast instance. It helps our Support team diagnose unexpected behaviors. You can create the support bundle via the Runecast Web Interface or via SSH.

 

Generating the bundle via UI

1. Log in to the Runecast Web Interface,

2. In the top right corner, select Menu > Support and Help, and

3. Select "Generate Support Bundle". This will generate an archive file. Save it locally. 

 

Generating the bundle via SSH

1. If SSH is already enabled on your Runecast Analyzer instance, continue with step 7,

2. Log in to your vSphere environment and open the Runecast Console Interface,

3. Log in to the console with the 'rcadmin' user account (default password: 'admin'),

4. Navigate to “Remote Access” and press Enter,

5. Select “Enable SSH” and press Enter,

6. Navigate to “Logout” and press Enter to return to the previous menu,

7. Initiate an SSH session to Runecast Analyzer, and

8. Run the following command to generate the support log bundle 

   sudo /opt/runecast/scripts/getsupp.sh​​

9. The log archive will be located in your Runecast VM at 'tmp/rcsupp.tar.gz', save it locally

Uploading the bundle

1. Log in to the Runecast Portal,

2. Select the "Upload support bundle" in the top right corner, and

3. In the dialogue box, locate and select the locally saved file 'rcsupp.tar.gz'.

 

What's next

In case you don't have an existing support case, send an email to support@runecast.com to open one. Please include

• a detailed issue description and

• screenshots (if applicable).