Click to create a support package request. You can create a portal server configuration files package or a data collector log package. See Requesting a Support Package.

Click Delete to remove or cancel a package creation.

Click Refresh to update the status on the view pane. The pane does not refresh automatically.

Displays the name assigned to the package.

Displays the package type: Portal or Data Collector (with collector name).

Displays the content of the support package.

The Support Package requests are listed with links to access the downloadable files. The Status of a request can be:

Displays the creation date and time of the support request package.

Displays the notification email address. You can choose to receive an email alert when the package creation is complete. This field identifies the alert recipient.

Displays a Yes or No to indicate if the package is to be automatically uploaded to the ftp.aptare.com site.

Select to download the Portal.log, upgrade.log and relevant tomcat logs. This provides detailed logging for the portal servlet. Logs portal login requests, portal reports that are run - basically everything the user does in the Portal web browser window. Database problems show up as SQL exceptions and often list the associated Oracle error number (ORA nnn).

Select to download the Portal.properties, web.xml, server.xml, startup_agent.sh, startup_portal.sh, httpd.conf and httpd-ssl.conf.

Select to download the datarcvr.log and relevant tomcat logs.

Select to download all files under /opt/aptare/datarcvrconf.

Select to download scon.log, scon.err and aptare-trans.log. The scon.log provides detailed logging from database stored procedures. Shows input and output values, and timing of queries. Oracle errors are prefixed with ORA-nnnn, where nnnn is the APTARE or Oracle error number. On Windows, if the directory C:\tmp exists, the file will be written there. Otherwise, it will be written to C:\opt\oracle\logs.

The scon.err provides error messages from the database stored procedures. Oracle errors are prefixed with ORA-nnnn, where nnnn is the APTARE or Oracle error number. On Windows, if the directory C:\tmp exists, the file will be written there. Otherwise, it will be written to C:\opt\oracle\logs.

The aptare-trans.log provides the aptare transactions that have run and the time taken to run them. This is useful to troubleshoot performance issues and reports that take a very long time to run.

Select to download the initscdb.ora file.

Choose a date range such as last 4 hours, last 24 hours, last week or specify a time period.

Enter comma-delimited email addresses to be notified when the log files are available for download.

Check this box to send these files directly to Support for analysis. This will use ftp.aptare.com.

Select the Data Collector from which the log files will be retrieved.

Enter an explicit path to the folder/file to be downloaded.

The path will always be relative to the <APTARE_HOME> folder. Therefore, you should not include the explicit <APTARE_HOME> portion in the path. For informational and troubleshooting purposes only, know that <APTARE_HOME> is typically configured to be:
/opt/aptare on Linux and C:\Program Files\aptare on Windows.

Use the asterisk (*) wildcard to include multiple files. For example, /mbs/logs/metadata.META.*.log

Two dot (“..”) notation, to move up the hierarchy, is not supported.

In addition to log files, other files useful for troubleshooting can be downloaded; for example, collectorconfig.xml or updateconfig.sh.

The most common location from which to download logs is:
/mbs/logs.

Enter comma-delimited email addresses to be notified when the log files are available for download.

Check this box to send these files directly to Support for analysis. This will use ftp.aptare.com.