Support Tools Version 9.2.00

Add	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.
Delete	Click Delete to remove or cancel a package creation.
Refresh	Click Refresh to update the status on the view pane. The pane does not refresh automatically.
Name	Displays the name assigned to the package.
Type	Displays the package type: Portal or Data Collector (with collector name).
Package Content	Displays the content of the support package.
Status	The Support Package requests are listed with links to access the downloadable files. The Status of a request can be: • Queued • Processing • Available - Click the Available link to download the zip file. • Failed - Mouse-over a Failed status to view the details of the failure.
Request Date	Displays the creation date and time of the support request package.
Email Address	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.
Auto Upload	Displays a Yes or No to indicate if the package is to be automatically uploaded to the ftp.aptare.com site.

When creating a support package, you can choose to download data collector log files or portal configuration files for a specified time period. Email notifications can be set to alert you when the files are available for analysis. You can also choose to send the files directly to Support when the package is ready. Use the view pane to track the status of your request.

Portal Log	Select to download the Portal.log and relevant tomcat logs.
Portal Configuration	Select to download the Portal.properties, httpd.conf and httpd-ssl.conf.
Data Receiver Log	Select to download the datarcvr.log and relevant tomcat logs.
Data Receiver Configuration	Select to download all files under /opt/aptare/datarcvrconf.
Database Log	Select to download scon.log and scon.err.
Database Configuration	Select to download the initscdb.ora file.
Time Period	Choose a date range such as last 4 hours, last 24 hours, last week or specify a time period.
Email	Enter comma-delimited email addresses to be notified when the log files are available for download.
Auto Upload to ftp.aptare.com	Check this box to send these files directly to Support for analysis. This will use ftp.aptare.com.

4. Choose Data Collector Server.

Data Collector*	Select the Data Collector from which the log files will be retrieved.
Path to File/Folder*	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.
Email	Enter comma-delimited email addresses to be notified when the log files are available for download.
Auto Upload to ftp.aptare.com	Check this box to send these files directly to Support for analysis. This will use ftp.aptare.com.