KB43901 - How to create a Sysdump on a Services Director

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

When the customer support representative requests a Sysdump (aka Technical Support Report or TSR, within vADC), please follow these steps.

SD Virtual Appliance

To generate a sysdump via the SD VA's web GUI:

Go to DIAGNOSE > System Dumps, select All Logs and any other relevant options, then click Generate


Once created the sysdump will be available in the Download Link section.

To generate a sysdump via the SD VA's CLI:

 > enable
 # debug generate dump all-logs 

Once generated, it will be available on the System Dumps GUI page, or it can be uploaded to another server with:

# file debug-dump upload <filename>  <https, http, ftp, or scp URL (e.g. https://host/path)>

Or if root access is enabled, it can be obtained from the directory:

/var/opt/tms/sysdumps

SD Software

To generate a sysdump from the software variant of SD:

Use the following shell command:

# /opt/riverbed-ssc/lib/generate_tsr --db-dump
 

Options for attaching Sysdumps 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).