Support Packages

Hardware Appliance support packages are archive files with the following characteristics:

  • Each support package contains a snapshot of the relevant logging files of the Hardware Appliance subsystem. It also contains additional configuration and debugging details.
  • Support packages are created automatically when the Hardware Appliance enters maintenance.
  • Support packages can be created manually on the WebConf tab Platform>Support.
  • Support packages are created and stored on the Hardware Appliance.
  • A maximum of 10 support packages can be stored on the Hardware Appliance. Any additional support package will then delete the oldest support package.
  • With a complete Factory Reset, all support packages will be removed.

To download a support package, use the Download option on the WebConf tab Platform>Support. A support package contains the following files:

File

Description

all_sysinfo.txt

Runtime information for all subsystems

cluster_status.txt

Runtime information for current cluster setup

cos-ejbca_server.log

EJBCA JBoss logfile

sfp_audit.log

auditd logfileformSFP

sfp_avmserver.log

AVM subsystem logging file

sfp_dom-vm-PrimeLFSversion.txt

Firmware version information

sfp_ips_client_stderr.txt

Network configuration

sfp_ips_client_stdout

Network configuration

sfp_ntp_debug.txt

NTP time server debugging information

sfp_virsh_list_all.txt

List of all running virtual subsystems

vadm_etc-webconf-machineID.properties

Version information

vadm_server.log

WebConf JBoss logfile

vdb_df-h.txt

Disk fill information

vgw_var-log-httpd-error.log

Webserver logging files

vgw_var-log-syslog.txt

Syslog of virtual gateway subsystem

vhsm_hsm_diag_stderr.txt

HSM's diagnostic output

vhsm_hsm_diag_stdout

HSM's diagnostic output