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Collecting a Masking Support Bundle and Logs (KBA1152)

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KBA

KBA# 1152

At a Glance

KBA Description This page provides information on how to collect the Support Bundle and other details from a Continuous Compliance engine (aka Masking Engine (ME)).

Notes:
  1. The Support Bundle is the main item to provide when opening a support ticket. 
  2. You will need the sysadmin (or equivalent) user and password.
  3. Always add the case number to all uploaded files.
Support Bundle For all support cases, please upload a Support Bundle using one of these methods:
1. UI Using the Masking Engine User Interface - for more details see the section below:
  1. On the login page, click Setup.
  2. Log in using the sysadmin user.
  3. Click Support Bundle in the menu bar.
    1. Select Transfer or Download.
    2. Enter the Case Number 
    3. Click OK.
2. CLI Using the CLI (only Transfer) - for more details see the section below:
  1. Open a Terminal window to the engine and ssh to the engine.
  2. Log in using the sysadmin user.
  3. Navigate to service/support/bundle. You can list details and information using 'ls'.
  4. Set the caseNumber
File Upload To upload files to support:
1. Site Use our upload site:
  1. Navigate to http://upload.delphix.com.
  2. Enter the Case number.
  3. Add files and upload. 
2. Support Ticket Smaller files can be uploaded directly into the Support Ticket (max 20 MB). 
3. SFTP See below for details.
Sample data In case of algorithm errors or inconsistent masking results, please provide a sample of Input values and Masked values with IDs as reference.

Note: letters or numbers can be altered to redact the data - keep all spaces and ensure Upper and Lower case is retrained. 
Other logs We might request additional data (or if the support bundle fail):
  1. Collect the Job Logs from the filed object on the UI: Monitor page.
  2. Collect the Application Logs from the UI: Admin > Logs.

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


Collecting bundles for other types of engines: 

Collecting a Support Bundle 

The bundle can be downloaded using the Delphix Setup User Interface (UI) or the CLI.

Using the UI:Setup

These steps describe how to generate the Support Bundle.

  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:

  • Transfer - This will generate the Support log bundle and attempt to upload directly to https://upload.delphix.com from the Engine. This option requires direct internet access or a functioning HTTP proxy configuration.
     
  • Download - This saves the bundle to your desktop. Transfer to Delphix will then be completed manually.

 

Note

Notes:

  • The user 'sysadmin' is the Setup user, configured when the engine was initialized.

 

1KBA1152_-_Masking_Log_In_-_Bundle.png

 

Using the CLI

  1. Open a Terminal window to the engine.
  2. Log in using the sysadmin user ID and password.
  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

Support staff might request (or in case you cannot upload a support bundle) other details or logs. In this case, use these instructions.

Monitor Job Logs 

These logs are logs for a specific object (table or file).

To collect these: 

  1. Go to the failed execution and in the tab 'Completed' - look for the object with Error.
  2. Copy the output 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 or 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 Logs 

Under the Admin Tab are the Application Logs. These contain all activities on the engine (including the Job Logs). These logs are 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.

Upload to Delphix Support 

For data that needs to be uploaded use these instructions.

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

Using support-tickets

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.

 

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 Continuous Data Engine (VE)

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

 

 

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