At a Glance
|Description:||This page provides information on how to collect the Support Bundle and other details from a Masking Engine.|
|Main Method:||For all support cases - the preferred logs to collect and upload is referred to as a Support Bundle.
|Other logs:||If the bundle fails, upload the following logs (data):
Upload the collected data to the Support Ticket.
|Other Info:||For information about investigating logs:
Collecting a Support Bundle
The bundle can be downloaded using the Delphix Setup User Interface (UI) or the CLI.
Using the UI
These steps describe how to generate the Support Bundle.
- On the Masking Engine login page, click Setup.
- On the Setup login page, log in using the sysadmin user ID and password.
- Click Support Bundle in the menu bar.
- Select Transfer or Download.
- Enter the Case Number
- Click OK.
From the Continuous Data Engine (Virtualization)
The Support Bundle can be accessed from the Continuous Data Engine (Virtualization) UI. All Continuous Compliance Engines (Masking) have an inactive Virtualization Engine). Click Management on the Setup Login page.
Using the CLI
- Open a Terminal window to the engine.
- Log in using the sysadmin user ID and password (VE user).
- Navigate to service/support/bundle. You can list details and information using 'ls'.
- Set the caseNumber.
- Issue Commit.
Other Logs and Methods
If the Support Bundle fails please follow these steps to collect other logs/data.
Job Monitor Logs
These logs are detailed logs for a specific object (table or file).
To collect these:
- In the tab 'Completed' - look for the object with Error.
- Copy the logs in the popup dialog.
Admin Tab Logs
The logs under the Admin Tab are the Application Logs. These contain all activities on the engine (including the Job Logs). This is the same as INFO.LOG.
To collect the Application Logs:
- Click the Admin tab.
- Click Logs. This opens a screen similar to the one below.
- Search for the error on the screen or click Export to collect the logs.
The Masking Inventory can be exported and will display columns with indexes and the algorithms used.
To collect masking inventory:
- Navigate to the Inventory tab.
- Select the Rule Set.
- Click Export and Save the file.
- Upload the collected file to Delphix Support.
Upload to Delphix Support
For data that needs to be uploaded please use these instructions.
Open the case in the browser and drag and drop the file into the case.
This option is available for files up to 20 MB in size.
For this option, upload the file to the Delphix Support website.
To perform the uploads, we recommend using the latest Google Chrome or Edge:
- In your Web browser, navigate to http://upload.delphix.com.
- Enter the Case number - recommended.
- Click Add Files and browse to the support bundle file.
You can also drag the file directly onto the upload screen and it will automatically begin to upload.
- Selecting the file, click Start Upload.
Uploading using FTP
In the instance that upload through the web interface is unavailable, an SFTP server is available for data transfer.
User credentials can be requested as needed from Delphix Support through an existing or new case.
- Connect to ftp.delphix.com using sftp, psftp, pscp, or your preferred desktop client.
- Enter the user credentials received from Support when prompted.
- Transfer the file(s) using the command: 'put [FILENAME]' or whatever method is applicable for your client.
- Logout when the bundle upload has been completed.
$ sftp <username>@ftp.delphix.com <username>@ftp.delphix.com's password: <enter your password here> Connected to ftp.delphix.com sftp> put <FILENAME> sftp> exit
Accessing the Virtualization Engine
The Support Bundle can be accessed from the Continuous Data Engine (Virtualization) UI. All Continuous Compliance Engines (Masking) have an inactive Continuous Data Engine. You need to change the URL in the browser by removing everything including and after 8282 in the URL path (similar to below).
|Version||ME URL||VE URL|
|All versions up to 5.2:
Most 5.3 versions:
Masking Engine URL
Virtualization Engine URL
Change the URL to 'http://your_engine.com' (or https). The page below shows when the login html page has been loaded.
Even Older Versions
On older versions (usually called Fast Stack ) the logs can be accessed at the logs folder. The user usually has access to the engine and can perform these tasks.
Depending on OS and version, this can be in any of these or similar locations:
Please tar or zip up these folders.