Skip to main content
Delphix

Collecting a Masking Support Bundle and Logs (KBA1152)

 

KBA

KBA# 1152

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.

Note
Indicating the case number will assist with aligning the bundle with the support ticket.

Other logs: If the bundle fails, upload the following logs (data): 
  • Job Logs from the Monitor page.
  • Application Logs from the Admin tab.
  • Masking Inventory.

Upload the collected data to the Support Ticket.
Other Info: For information about investigating logs:


For information about the Virtualization Engine bundle: 

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.

From Setup

  1. On the Masking Engine login page, click Setup.
  2. On the Setup login page, log in using the sysadmin user ID and password.
  3. Click Support Bundle in the menu bar.
    1. Select Transfer or Download.
    2. Enter the Case Number 
    3. Click OK.
       

 

Note

Notes:

  • Continuous Compliance is the new name for Delphix Masking.
  • The user 'sysadmin' is the Setup user, configured when the engine was initialized.

 

1KBA1152_-_Masking_Log_In_-_Bundle.png

 

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

  1. Open a Terminal window to the engine.
  2. Log in using the sysadmin user ID and password (VE user).
  3. Navigate to service/support/bundle. You can list details and information using 'ls'.
  4. Set the caseNumber.
  5. Issue Commit.

your_engine> service
your_engine service> support
your_engine service support> bundle
your_engine service support bundle> upload
your_engine service support bundle upload *> ls
Properties
    type: SupportBundleUploadParameters
    bundleType: ALL

    caseNumber: (unset)
    environments: (unset)
    includeAnalyticsData: false
    plugin: (unset)
    sources: (unset)

your_engine service support bundle upload *> set caseNumber=
[NUMBER]
your_engine service support bundle upload *> commit
    Dispatched job JOB-xxx
    SUPPORT_BUNDLE_UPLOAD job started for "sysadmin".
    Generating support bundle.
    Uploading support bundle.
    SUPPORT_BUNDLE_UPLOAD job for "sysadmin" completed successfully.

 

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: 

  1. In the tab 'Completed' - look for the object with Error.
  2. Copy the logs in the popup dialog.
Note

Note:

Do not copy the logs in the top pane. These are workflow logs and do not contain any job error messages.

 

3KBA1152_-_Monitor_Logs.png

 

Troubleshooting Tips

  • If there is an error in masking/tokenizing a table of a file - look for the E=1 in the logs. 
     
  • The Step Name with the E=1 is the step that has the error.
    • In the example above 'DelphixTableUpdate.0'.
       
  • Scroll upward in the logs and this step should provide the error.
    • In the example above 'Violation of UNIQUE KEY constraint'.

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:

  1. Click the Admin tab.
  2. Click Logs. This opens a screen similar to the one below. 
  3.  Search for the error on the screen or click Export to collect the logs.

 

4KBA1152_-_Admin_Logs.png

 

Troubleshooting Tips

  • To find an error in a job - use a RegEx search string with the JOB_ID with a search key - some examples: 
    • 'JOB_ID_xx_yy.*E=1' to find the Step with the Error.
    • 'JOB_ID_xx_yy.*Caused' - this is a wide search for error codes.
       
    • 'JOB_ID_xx_yy.*[Step Name]' - this will show all log entries related to this step. 

       
  • Some databases use an error code - this can be used to find errors. For example: 
    • Search for 'ORA-' - for Oracle Errors.
    • 'SQLCODE' or 'SQLSTATE' for DB2 errors.

Masking Inventory 

The Masking Inventory can be exported and will display columns with indexes and the algorithms used. 

To collect masking inventory:

  1. Navigate to the Inventory tab.
  2. Select the Rule Set.
  3. Click Export and Save the file.
  4. Upload the collected file to Delphix Support.

 

5KBA1152_-_Inventroty.png

 

Upload to Delphix Support 

For data that needs to be uploaded please use these instructions.

Using support-tickets.delphix.com   

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.

Using upload.delphix.com 

For this option, upload the file to the Delphix Support website. 

To perform the uploads, we recommend using the latest Google Chrome or Edge:

  1. In your Web browser, navigate to http://upload.delphix.com.
  2. Enter the Case number - recommended.
  3. 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.  
  4. 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.

Site: ftp.delphix.com

User credentials can be requested as needed from Delphix Support through an existing or new case.

 

Note

Note:

Remember to include the File Name in the Support Ticket so the file can be retrieved. 

Steps
  1. Connect to ftp.delphix.com using sftp, psftp, pscp, or your preferred desktop client.
  2. Enter the user credentials received from Support when prompted.
  3. Transfer the file(s) using the command: 'put [FILENAME]' or whatever method is applicable for your client.
  4. Logout when the bundle upload has been completed.
Example
$ 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

 

Old versions

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:
5.3.4 onwards:
http://your_engine.com:8282/dmsuite
http://your_engine.com:8282/masking
http://your_engine.com/masking
http://your_engine.com
http://your_engine.com
http://your_engine.com
Masking Engine URL

6UI_Masking_URL.png

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. 

7UI_Delphix_URL.png

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: 

  • Linux
    1. /opt/dmsuite/logs/
    2. /var/dmsuite/logs/
    3. /var/delphix/dmsuite/logs
  • Windows
    • C:\dmsuite\logs

Please tar or zip up these folders.