KB43745 - How to create a Technical Support Report (TSR) on a vTM

A Technical Support Report (TSR) is a package that contains many useful files that the support team use for troubleshooting the vTM.  These include log files, statistics, machine states, network information and configuration files.  The TSR excludes sensitive data (eg. SSL certificates and user login details).

When the customer support representative requests a Technical Support Report (TSR), please follow these steps.

To generate a TSR via the vTM's web GUI:

1. Navigate to Diagnose > Technical Support tab
2. At the bottom of the page, select Manage Technical Support Reports link
3. Select any relevant options, then generate a TSR and download locally.  Ensure "Include Web Application Firewall diagnostics" is selected if the problem relates to the WAF, otherwise this can be unchecked.  The "Historic logs" option should not be selected unless requested as this can impact performance in larger clusters.

To create the TSR via the CLI:

For appliances (virtual, physical or cloud instances):

# $ZEUSHOME/zxtm/bin/support-report /logs/{file name}.tgz

This command also works from the recovery console (selected at boot up time).

For software installs:

# $ZEUSHOME/zxtm/bin/support-report ~/{file name}.tgz

($ZEUSHOME is /usr/local/zeus by default)

Transfer the generated file from the vTM to your PC.  This can be done with an scp client (Unix 'scp' tool, pscp, WinSCP or similar) or sftp.

Options for attaching TSRs or other troubleshooting files to the support ticket:

1. Attach a file to the support ticket via the Pulse Secure customer portal at https://my.pulsesecure.net/.  If you do not have access to the portal, or are unable to upload a file, then please open a new ticket and the customer care team will be able to assist you with this.
2. Reply to an email that was sent to you from the support ticket with your file(s) attached (email should only be used for files under 20 MB).