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vRNI Collecting diagnostic log information (2147996)

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Purpose

This article provides steps to obtain diagnostic information to enable support on vRealize Network Insight.

VMware Technical Support routinely requests diagnostic information from you when a support request is handled. This diagnostic information contains product specific logs, configuration files, and data appropriate to the situation. For more information, see VMware vRealize Network Insight Information.

Resolution

Support bundle

In order to look into the logs for inspecting the details and identifying anomalies, support bundle is created.
 
 
To generate the support bundle using CLI:
  1. Log in to CLI using credentials and steps from the vRealize Network Insight Command Line Interface Reference Guide.
  2. To create support bundle, use this CLI:
    support-bundle create
  3. SCP to any host for sharing with the support team using this CLI:
    support-bundle copy --user support --ip 192.168.1.1 --port 22 -- bundle DOAUAAO-IOAUACW-07252016-162328 --targetpath /tmp

To generate the support bundle using UI:

  1. Open Settings > Install and Support Page.
  2. In the Platform VMs or Proxy VMs table > Support Bundle column, click the Create Support Bundle icon.
  3. Click Yes to confirm creation of a new support bundle.
  4. After new support bundle is created, click to download the support bundle locally to share it with support team.

Support tunnel

Support tunnel allows support engineers to remotely connect to customer’s platform and proxy VMs on SSL secured connection. When a customer wants the product support team to look into a problem for troubleshooting, they can choose to turn on the Support tunnel for the support engineers.

Note: The network should allow traffic to support2.arkin.net on port 443.

To enable the support tunnel using CLI:

  1. Log in to CLI using credentials and steps from the vRealize Network Insight Command Line Interface Reference Guide.
  2. To enable the support tunnel use this CLI:
    support-tunnel enable
  3. To confirm status of support tunnel, use this CLI:
    support-tunnel status

To enable the support tunnel using UI:

  1. Open Settings > Install and Support Page.
  2. Turn on the toggle switch in front of Support Tunnel.

    This will attempt to establish support tunnel from all vRNI VMs and will show the status of tunnel on the page.

See Also

Request a Product Feature

To request a new product feature or to provide feedback on a VMware product, please visit the Request a Product Feature page.

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