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KB43900 - How to create a Support Pack for vWAF

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Last Modified Date10/11/2018 2:14 PM
Synopsis
A Support Pack is a package that contains many useful files that the support team use for troubleshooting vWAF.  These include log files, statistics, machine states, network information and configuration files.  The Support Pack excludes sensitive data (eg. SSL certificates and user login details).

When the customer support representative requests a Support Pack (aka Technical Support Report or TSR, within vADC), please follow these steps.
Problem or Goal
Cause
Solution

If this vWAF is running integrated with vTM, the support pack can be obtained by getting the vTM's Technical Support Report, and selecting the option to include the vWAF Support Pack, see KB43745.

To generate a Support Pack via the web GUI:

Go to Administration > Cluster & License Management > Updater > Open, then go to NODES > Get Support Pack and click the download icon
WAF Support Pack UI

To generate a Support Pack via the CLI:

 # /opt/riverbed/stingrayaf/current/gensupportdata.sh
Enter YES, then optionally YES again to include statistic and event database.

Options for attaching Support Packs 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).

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Created ByLaurence Darby

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