Support bundles are used by Infoblox for troubleshooting and optimization purposes. Technical data is sent using a secure connection. Support bundles are maintained by Infoblox Technical Support staff solely for the stated purposes. Some support bundle data may contain login information in cleartext. Users may wish to open the support bundle Tar file to edit any sensitive information such as login tuples or IP addresses.
The Advanced Support Bundles page (Settings icon > Database Settings > Advanced Support Bundles) provides a convenient way to send technical data and debugging data to Infoblox for troubleshooting purposes and to improve NetMRI's analysis capabilities.
Note
Support bundle operations require the SysAdmin role.
You may also target troubleshooting information to specific devices in the managed network, including the ability to perform an SNMP Walk and SNMP debugging, and to run a discovery diagnostic on the specified network device. You may specify one device or up to three device IP addresses for this task.
Support bundle data includes such things as NetMRI configuration and performance data, device identification database, and a significant collection of appliance debugging log files. Such data is used primarily when troubleshooting specific problems reported by customers. A support bundle may also be requested from time to time by Infoblox Technical Support staff to improve NetMRI's discovery and analysis capabilities, by searching for new device types and unusual processing situations. In all cases, send a support bundle only when requested to do so by Infoblox Technical Support staff. You may also receive instructions regarding the types of debugging logs to select for the support bundle.
The Advanced Support Page provides the following information about active and resolved cases:
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. |
To create a support bundle:
- Log in to NetMRI using the admin account.
- Go to 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 by Infoblox Support. The value is defined in the YYDDMM-xxxxxx format. The system prompts for correct data entry if a mistake is made.
- Select 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.
Note
If you select the Config Logs Debug Log category, the current configuration files for all devices are included in the archive. Configuration files are a primary source of sensitive information, such as device admin user names, on the managed network.
6. Do one of the following:
- If you are finished with the request bundle, click Done.
- To specify devices for troubleshooting in the support bundle, complete the following steps (not available for Operating Centers):
- In the Support Bundle Wizard window, click Advanced(Device).
- For specific device troubleshooting, enter one to three individual device IP addresses in the Device IP Address(es) fields.
- Select the appropriate test type: Run SNMP Walk, Enable SNMP Debugging, or Run Discovery Diagnostic. You multiple test types if necessary.
- To override the stored NetMRI SNMP credentials for the devices chosen for troubleshooting, select Override Net MRI Credentials, choose the SNMP version in the corresponding field, and then 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. If you selected Advanced(Device), do one of the following:
- To finish the request bundle, click Done.
- If Infoblox Support requested that you include advanced debug flags for additional troubleshooting methods in the support bundle, complete the following steps:
- Click Advanced(Debug).
- Select the advanced debug flags requested by Infoblox Support.
- Click Done.
8. In Summary, complete the following steps:
a. Enter the number of hours in the Hours to wait before sending logs field.
b. Select one of the following methods:
| Method | Description |
|---|---|
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 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 allows you to download it to your computer by clicking a link. |
c. If the NetMRI admin wants to receive email notifications when the bundle is generated, sent, or downloaded, select Email notification to me when complete.
d. 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