When you need assistance troubleshooting a NIOS appliance, you can log in to the appliance as a superuser, download the support bundle of the appliance, and then send it to Infoblox Technical Support for analysis. A support bundle is a tar.gz file that contains configuration files and the appliance system files. You can download a support bundle for an independent appliance and for each member in a Grid. When you download a support bundle for an HA pair, it includes the files of both nodes in the HA pair.
By default, the appliance includes the following files in the support bundle: core files, current logs, and rotated logs. Because core files can be quite large and take a significant amount of time to download, Infoblox recommends that you include core files in the support bundle only when requested by Infoblox Technical Support. You can include all the core files or specific core files in the support bundle when Infoblox Support requests them. Note that the option of downloading only specific core files is supported on appliances running NIOS version 8.0 or later. If your appliance supports multiple primary servers for DNS authoritative zones, you can select to include cached zone data in the support bundle. This data is not included in the bundle by default.
You can override the default support bundle download time which is 1200 seconds. To do so, go to Grid -> Grid Manager -> Grid Properties -> Edit -> Advanced, and set a custom value for Support Bundle Download Timeout. You can also use the set support_timeout command from the Administative Shell.
To download a support bundle:
- From the Grid tab, select a member checkbox, and then click Download -> Support Bundle from the Toolbar.
- In the Download Support Bundle dialog box, select the files you want to include in the support bundle, and then click OK.
- Core Files: Infoblox recommends that you include these files only when requested by Infoblox Technical Support.
- Current Logs: Infoblox recommends that you always include these files in the support bundle.
- Rotated Logs: These are rotated logs that contain historical information.
- Cached DNS Recursive Data: Select this to include cached DNS recursive data in the support bundle. This is deselected by default.
- Cached Zone Data: Select this to include cached DNS zone data in the support bundle. This is deselected by default.
- Subscriber Services Data: If you have configured Infoblox Subscriber Services, you can select this to include subscriber services data in the support bundle. This is deselected by default. For information about Infoblox Subscriber Services, see Infoblox Subscriber Services.
- Cloud Discovery Data: Select this to include cloud discovery data in the support bundle. This is deselected by default.
- Files from the previously installed NIOS version: Select this to include files from the previously installed NIOS version in the support bundle. This is deselected by default.
- Discovery SNMP Logs: Event logs related to device discovery SNMP probes of routers, switches and other network infrastructure devices.
- Core Files: Infoblox recommends that you include these files only when requested by Infoblox Technical Support.
- All Core Files: Select this to include all core files in the support bundle.
- Select Core Files: Select this to include only specific core files in the support bundle. Click the Add icon in the table. Grid Manager displays the Core Files Selector dialog box from which you can select specific core files. You can delete a core file by selecting its checkbox and clicking the Delete icon. Note that on an HA pair, you can select the core files of the active node only.
- Navigate to the location you want to save the file and change the file name. Do not change the .tar.gz file extension in the file name.
- Send this file to Infoblox Technical Support.