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Action | Choose Delete or Resend from this menu. |
Status Time | The time of origination for the technical support case. |
Case Number | Infoblox Support case number. In YYDDMM-xxxxxx format. Infoblox Support assigns this value. |
Description | Descriptive information about the support bundle. |
Status | A data field that indicates, for example, Sent or Pending. Pending listings also may show the time period that will elapse before NetMRI generates the bundle file and sends it or stores it. |
File Name | The file name defined by the Support Bundle feature for the bundle archive file. The file name reflects the case number and an arbitrary string of numbers. |
File Size | The size of the bundle archive. Note that the file may exceed hundreds of megabytes in size. |
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The Advanced Support Bundles feature is only available on SA appliances. Operation centers do not have the Advanced (Device) button. |
To create a support bundle, do the following:
- Log in to NetMRI using the admin account.
- Click the Settings icon –> Database Settings –> Advanced Support Bundles.
- Click the New icon (+) at the top of the page.
- Enter the Support Case Number assigned to you from by Infoblox Support. The value is defined in YYDDMM-xxxxxx format. The system prompts for correct data entry if a mistake is made.
- Choose the Log Set to Send option:
- Standard: Choosing this option automatically enables all applicable debug log categories as part of the new bundle;
- Custom: Choosing this option enables all debugging and actions allowable for a support bundle, including Install/Upgrade, Discovery Info, and System Data, along with numerous categories of debugging log files.
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6. After choosing and selecting the desired options, click do one of the two optionsfollowing:
- If you are finished with the request bundle, click Done;If you want to .
- To specify devices for troubleshooting in the support bundle, click , complete the following steps:
- In the Support Bundle Wizard window, click Advanced(Device)
- (not available in Operating Centers).
- For specific device troubleshooting, enter one to three individual device IP addresses in the Device IP Address(es) fields.
- Select the Test Type: Run SNMP Walk, Enable SNMP Debugging, and/or Run Discovery Diagnostic. You may select any or all three.
- If you need to override the stored NetMRI SNMP credentials for the device(s) chosen for troubleshooting, check the Override Net MRI Credentials checkbox. Once you do so, you choose the SNMP Version: v1, v2 or v3. Enter the SNMP community string/passphrase (v1 and v2) or authentication and encryption (v3 only) protocols and passwords. Should you apply this change to more than one device IP address in the session (because you've entered two or three device IP addresses in the previous wizard step), ensure that the values you apply are correct for all devices; if the SNMP values are not the same, you may need to define a separate Device Support Bundle for each device.
7. Click If you selected Advanced(Device), do one of the two following options:
- If you are finished with To finish the request bundle, click Done;.
- If Infoblox Support requested inclusion of advanced debug flags for additional troubleshooting methods in the support bundle, click complete the following steps:
- Click Advanced(Debug).
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- Select the checkboxes for
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- the advanced debug flags requested by Infoblox Support.
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- Click Done
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- .
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8. In
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Summary
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enter the desired value in the Hours to wait before sending logs field.
109. Under Select method to send package, choose either:
- Secure FTP (SFTP): automatically uploads the Bundle to Infoblox Tech Support. If you direct NetMRI to compile the Bundle and send it to Infoblox, you can in fact start the Bundle creation, log out from NetMRI and allow the process to complete, or carry out other tasks in the meantime.
- Manual Download: Compiles the Bundle into a tar.gz file and enables downloading allows you to download it to your computer by clicking a link.
1110. If the NetMRI admin wants email communication when the bundle is generated and sent or downloaded, check the select Email notification to me when complete checkbox.
1211. Click Start. During the process, the Support Bundles page refreshes until NetMRI completes the new Bundle. The Bundle listing appears in the Advanced Support Bundle table.
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