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Collecting a Masking Support Bundle and Logs (KBA1152)

 

KBA

KBA# 1152

Overview

This page details how to collect the Support Bundle and other details from the Masking Engine.

The preferred method: 

  • Collect a Support Bundle.
Note

Note:

Please indicate the case number when generating the bundle. 

 

The following topics assist when the Support Bundle fails:

  • Collect Job Logs from the Monitor page.
  • Collect Application Logs from the Admin tab.
  • Collect Masking Inventory.
  • Upload the collected data to Delphix Support.

Support Bundle 

The Support Bundle process has been improved in version 6 and has been available on all recent masking engines from version 5.0.  The bundle can be downloaded using the Delphix Setup User Interface (UI) or the CLI.

Generating the Support Bundle using the UI

  1. Depending on the Masking version:
    1. Version 6 and above:
      • Click Setup on the Masking Login page.
    2. On older versions: 
      • Open the Virtualization (Delphix) Engine UI (see below for details).
      • Navigate to the System Setup interface by clicking the Server Setup or Setup hyperlink (will vary depending on the version).
  2. Log in using your sysadmin user ID and password (VE user).
  3. Click Support Bundle in the menu bar.
  4. Select Transfer or Download.
  5. Enter the Case Number and click OK.
    The best practice is to always enter the case number. 

Masking UI - Support Bundle process.png

Accessing the Virtualization Engine

The Support Bundle can be accessed from the Virtualization Engine (VE) UI (all Masking Engines have an inactive Virtualization 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
UI_Masking_URL.png
Change the URL to Virtualization (Delphix) Engine

Change the URL to 'http://your_engine.com' (or https). The page below shows when the login html page has been loaded. 

UI_Delphix_URL.png

Generating Support Bundle from the CLI

Generating the Support Bundle

  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.
  4. Optional - check the details using 'ls'.
  5. Set the caseNumber.
  6. 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.

 

Optional Methods

If the Support Bundle fails please follow these steps to collect support data. 

Masking Logs from Monitor Page 

The Monitor page has two panes:

  • Workflow Job 
  • Transformation Jobs (one per table)
    The second pane (Transformation Job) is our prime focus as the job usually fails during the Transformation step.

To view the Transformation Logs, click the Error icon which displays the Transformation Log Error Report.

Masking_UI_-_Monitor_with_comments.png

Application Logs from Admin Tab 

On most engines, the Application Logs are accessible from the UI allowing you the possibility to export the logs.

To collect application logs:

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

UI_Log_Screen.png

Masking Inventory 

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

Note that this feature is available in all masking versions. 

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.

Upload Collected Data to Delphix Support 

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

This can be done using the browser using two methods:

  1. Using support-tickets.delphix.com.
  2. Using upload.delphix.com site.

Upload 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.

Upload using upload.delphix.com 

For this option, upload the file to the Delphix Support website for review by support personnel. 

To perform the uploads, we recommend using Google Chrome, Firefox, or Internet Explorer 10 or newer browsers:

  1. In your Web browser, navigate to http://upload.delphix.com.
  2. Enter the Case number (optional, but notification is added to the case specified once the support bundle has reached upload.delphix.com).
  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 

Site: ftp.delphix.com

Customer credentials - This account is restricted to SFTP only (SSH, SCP and FTP commands will fail)!

  • Username: delphixpoc

  • Password: #dlpxPOsee!

 

Note

Note:

If using this option, put the bundle name in the case so it can be retrieved easily by Support.

 

Collecting Logs on 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. 

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